Resident Experience Champion

Peaks Healthcare; Topeka (KS); On-site; USD 40,000 - 52,000; Full time

Job summary

Peaks Healthcare Consulting seeks a Hospitality Hero to be the primary ambassador for resident and family experience within our community. You will ensure residents feel seen, heard, valued, and cared for, building relationships that extend beyond traditional service.

You will work closely with leadership to create memorable experiences, address concerns, and elevate overall satisfaction through proactive outreach and personalized hospitality.

Responsibilities

• Conduct daily resident rounds to evaluate satisfaction, identify needs, and build meaningful relationships
• Serve as a visible and approachable hospitality presence throughout the community
• Proactively identify resident concerns and work with appropriate department leaders to achieve timely resolution
• Follow up with residents after concerns are addressed to ensure appropriate resolution and satisfaction
• Create personalized experiences and meaningful moments that help residents feel recognized, valued, and cared for
• Welcome new residents and help create a positive first impression of the community
• Conduct admission follow-up visits to evaluate the resident's transition and overall experience
• Identify opportunities to improve hospitality, customer service, and the resident experience throughout the community
• Contact each resident's designated primary family contact or point of contact at least once per week
• Maintain consistent, professional, and compassionate communication with families
• Provide appropriate updates regarding the resident's overall experience
• Listen to family questions, concerns, and feedback and coordinate appropriate follow-up with facility leadership
• Help ensure families feel informed, connected, and confident in their loved one's experience
• Maintain appropriate documentation and tracking of required family outreach
• Monitor resident and family satisfaction and identify recurring themes or opportunities for improvement
• Work collaboratively with department leaders to address concerns and improve the overall resident experience
• Support initiatives designed to improve Happy vs. Not Happy scores and other resident experience measures
• Assist in reducing resident and family complaints through proactive communication and relationship building
• Support efforts to reduce avoidable early discharges and discharges against medical advice by identifying experience-related concerns early
• Encourage residents and families to provide feedback regarding their experience
• Appropriately request reviews and feedback from satisfied residents and families
• Support efforts to strengthen the community's online reputation and Google review presence
• Identify and share positive resident, family, employee, and community stories

Job description

Peaks Healthcare Consulting seeks a Hospitality Hero to be the primary ambassador for resident and family experience within our community. You will ensure residents feel seen, heard, valued, and cared for, building relationships that extend beyond traditional service.

You will work closely with leadership to create memorable experiences, address concerns, and elevate overall satisfaction through proactive outreach and personalized hospitality.