Concierge/Customer Service Representative

Job Title: Concierge/Customer Service Representative

Department: Front Office

Reports To: Administrator/Facility Manager

Position Summary: The Concierge/Customer Service Representative serves as the primary point of contact for residents, families, and visitors at our skilled nursing facility. This role ensures a welcoming and supportive environment, facilitates effective communication, and provides exceptional customer service to enhance the overall experience of those we serve.

Key Responsibilities:

Resident and Family Support:

• Serve as a resource for residents and families by addressing concerns or directing them to the appropriate staff.
• Provide information about facility services, events, and policies.
• Coordinate transportation requests and assist with scheduling appointments as needed.

Customer Service Excellence:

• Respond to resident and family feedback with empathy and efficiency, escalating issues to management when necessary.
• Foster a culture of hospitality and satisfaction by ensuring a positive experience for all who interact with the facility.
• Proactively identify opportunities to enhance service delivery.

Follow-Up and Care Coordination:

• Follow up with new admissions to ensure a smooth transition and address any immediate needs or concerns.
• Monitor and stay on top of TLC (Tender Loving Care) patients, ensuring they receive extra attention and support as needed.
• Collaborate with clinical and administrative teams to address specific resident needs or requests.

Administrative Duties:

• Maintain a daily activity log and document visitor interactions or concerns.
• Support staff with clerical tasks, such as filing, photocopying, and distributing correspondence.
• Manage deliveries and distribute mail/packages to residents or departments.

Qualifications:

Education and Experience:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 1 year of experience in a customer service, hospitality, or concierge role, preferably in a healthcare or senior living environment.

Skills and Abilities:

• Exceptional interpersonal and communication skills, both verbal and written.
• Ability to handle sensitive situations with tact, diplomacy, and discretion.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant software.
• Strong organizational and multitasking abilities in a fast-paced environment.
• A warm, professional demeanor and a commitment to delivering outstanding service.

Physical Requirements:

• Ability to sit, stand, and walk for extended periods.
• Lift and carry up to 25 pounds occasionally.

Work Environment: This position operates in a professional healthcare setting with frequent interaction with residents, families, and team members. The role requires a balance of desk work and active engagement within the facility.

Why Join Us? We are committed to creating a supportive and enriching environment for both our residents and our staff. By joining our team, you will play a vital role in fostering a sense of community and belonging, ensuring that every individual feels valued and cared for.

To Apply: Please submit your resume and a brief cover letter outlining your experience and why you are an excellent fit for this position.