Resident Experience Advocate

Peaks Healthcare; Cheyenne (WY); On-site; USD 42,000 - 54,000; Full time

Job summary

Peaks Healthcare is seeking a Hospitality Hero to elevate resident and family experiences in our community. You will be the primary ambassador of hospitality, building relationships, addressing concerns, and creating memorable moments for residents during their stay.

This role involves daily resident rounds, proactive family updates, and collaboration with care teams to support culture, CareCash, and referral relationships.

Qualifications

• Excellent communication and relationship-building skills.
• Compassionate, service-oriented mindset.
• Strong follow-through and problem-solving abilities.
• Healthcare, hospitality, senior living, or customer service experience preferred.

Responsibilities

• Conduct daily resident rounding.
• Build meaningful relationships with residents.
• Identify and resolve concerns before they become complaints.
• Create personalized moments that improve resident satisfaction.
• Welcome all new residents and conduct admission follow-up visits.
• Contact each resident's primary family contact (POC) at least once per week.
• Provide updates on the resident's experience.
• Answer questions and address concerns.
• Ensure families feel informed and connected.
• Request reviews from satisfied residents and families.
• Support growth of Google reviews and community reputation.
• Share positive stories and experiences happening within the building.
• Manage the CareCash program.
• Execute resident experience and hospitality initiatives.
• Support Peaks culture and brand programs as assigned.
• Build positive relationships with case managers and referral partners.
• Help create a welcoming and responsive experience for referral sources.

Skills

Communication skills

Compassionate service mindset

Follow-through & problem-solving

Healthcare/hospitality experience

Job description

Peaks Healthcare is seeking a Hospitality Hero to elevate resident and family experiences in our community. You will be the primary ambassador of hospitality, building relationships, addressing concerns, and creating memorable moments for residents during their stay.

This role involves daily resident rounds, proactive family updates, and collaboration with care teams to support culture, CareCash, and referral relationships.