Resident Experience Coordinator

Split Rock Rehabilitation and Health Care Center; New York (NY); On-site; USD 32,000 - 46,000; Full time

Job summary

Split Rock Rehabilitation and Health Care Center is seeking a Concierge / Resident Services Coordinator to be the welcoming face for residents, families and visitors, delivering a warm, personal experience and guiding them through daily schedules and services.

You will collaborate with Nursing, Rehab, Dietary, Social Services and others to anticipate needs, answer questions, track admissions and keep records, while maintaining resident privacy and a calm, proactive approach.

Qualifications

• Excellent communication skills and a friendly, patient demeanor.
• Calm, kind and solution-focused when residents or families are worried.
• Strong organizational skills with attention to detail.
• Discretion and respect for resident privacy.
• Proactive mindset to spot needs and act.
• Willingness to learn how each department works in long-term care.

Responsibilities

• Welcome new residents and families, walk them through the facility, and explain daily schedules and available services.
• Build genuine relationships with residents, greeting each one by name and with respect.
• Answer questions from residents and visitors about meals, activities, therapy, laundry, visiting hours, Wi-Fi access, and more.
• Deliver mail, packages, and non-food items to residents safely and with proper documentation.
• Reach out to families proactively, especially after new admissions and for residents who may have difficulty communicating, to answer questions and ease concerns.
• Follow up on requests and issues until they’re resolved, so families always know where things stand.
• Act as the link between residents and staff, bringing concerns to the right department quickly, including Nursing, Rehab, Dietary, Social Services, Recreation, Housekeeping, Maintenance, Finance, and others.
• Stay in close contact with Charge Nurses and Recreation staff to anticipate resident needs before they become problems.
• Escalate concerns through the appropriate chain of command when needed.
• Track admissions, readmissions, discharges, and census updates so you always know who’s arriving and who needs extra attention.
• Keep accurate records of resident interactions, particularly for short-term stays, using spreadsheets and tracking tools.
• Follow up on open items from previous days so nothing falls through the cracks.
• Share ideas with management for improving the resident experience, safety, and facility operations.

Skills

Customer service

Hospitality

Communication

Multitasking

Interpersonal skills

Job description

Split Rock Rehabilitation and Health Care Center is seeking a Concierge / Resident Services Coordinator to be the welcoming face for residents, families and visitors, delivering a warm, personal experience and guiding them through daily schedules and services.

You will collaborate with Nursing, Rehab, Dietary, Social Services and others to anticipate needs, answer questions, track admissions and keep records, while maintaining resident privacy and a calm, proactive approach.