Resident Relations Specialist

Position Summary:

Providing excellent leadership, this manager is responsible for the delivery of exceptional customer service designed to reinforce and enhance resident and family experience, satisfaction and loyalty. In collaboration with other departments, coordinates all areas related to resident relations, including sales, dining, housekeeping, operations and wellness to ensure services to delight residents and families. Creates a culture of service and safety that goes above and beyond just responding to needs. Responsible to manage finances, both revenue and expenses, based on occupancy and economic conditions while ensuring a culture of excellent service and safety.

Standards of Excellence:

• Role model Kisco Principles, Values and Beliefs (PVBs) inside and outside of the community. Utilize PVBs in all actions, decisions, and interactions with others.
• Develop and maintain effective relationships and two-way communication with residents, families and associates. Approach all encounters with residents, families and associates in a friendly, professional and customer-service oriented manner and with a high degree of patience, understanding and timely resolution of resident’s issues

Essential Job Functions:

• Achieve balanced results in associate engagement, resident loyalty, and financial performance • Manage and improve resident and family satisfaction and loyalty using a variety of listening and learning methods, process improvement, and the anticipation of and responsiveness to needs and concerns • Proactively identify and address resident issues, challenges and opportunities for operational improvements • Oversee a smooth and customer service-focused front desk operation while ensuring all community and regulatory required systems and information are available and up to date • Motivate and lead a high performance Customer Service team • Ensure that all communication and notices required are provided in accordance to protocol and policy and procedure • Support the community sales process and work with the sales team to attract and retain residents • Execute the move-in and welcome, transfer, and move-out processes effectively and compassionately while creating an amazing experience for residents and families based on each person’s unique situation • Coordinate with other departments to ensure services are provided in efficiently and timely • Develop and manage the staffing schedule so as to best service the needs of the community and the associates and achieve budget and service quality goals • Manage third party vendors, maintaining service, quality and cost effectiveness • Drive process and continuous improvement

Schedule: Mon-Fri 9a-5p

Job Description:

Monitor residents’ well-being in a general way and report any changes in condition to the appropriate person • Oversees the efficient and effective resolution of resident complaints, assisting and guiding associates as needed, and answers residents' questions regarding the community (includes current/prospective residents and family members • Ensures all licenses/permits are current • Manage the department budget and expenses while focusing on the achievement of financial and service quality goals • Performs data entry into various database systems to include accounting and lead management systems • Develops, implements, and continually improves upon community and departmental policies, procedures, and service standards in conjunction with Community Management Team members • Prepares various reports, logs, and schedules to ensure accuracy, efficiency, and compliance • Oversees the maintenance and repair of office machinery and equipment • Maintain resident related administrative files, logs, databases, and lists • Maintains all front desk operations binders and e-files, including the administration, crisis communication, MOD, MSDS, evacuation procedures • Facilitate risk management through identifying, documenting and managing risks, incident reporting and theft and loss to meet company policies and regulatory requirements • Helps coordinate resident focus group meetings • Tours community daily for cleanliness and maintenance needs, keep brochures available at all times • Assists the resident in the selection and placement of furniture for his/her new home in the community • Plan and coordinate regularly scheduled Customer Service meetings • Visit or coordinate designated CMT member visits of residents who are at hospital, skilled nursing facility, and rehabilitation • Attend meetings and community events as required • Interview, hire, train, manage and retain highly effective associates and create a climate of associate engagement through coaching, mentoring, teambuilding, performance management, recognition and professional development. Identify and develop talent for future succession opportunities • Maintain high standards of personal appearance and grooming, which includes wearing a name tag when working • Adhere to all regulations, laws and Kisco standards, including the Associate Handbook • Perform other related duties as required

Qualifications and Skills:

Education/Experience:

• High school graduate or GED is required, bachelor’s degree preferred • One-year experience as receptionist and general office experience required • A minimum of 3 years of experience customer service or guest relations with a minimum of 1 year supervisory experience is also required • Experience in accounting and familiarity with accounting terms and principals preferred • A minimum of 2 years’ supervisory experience