Concierge Services Coordinator

Job Overview

The Concierge Coordinator ensures a seamless, personalized, and enriching resident experience from admission to discharge. This role partners closely with the Admissions Coordinator/Director and interdisciplinary teams to ensure every resident feels welcomed, cared for, and valued. The Concierge Coordinator provides an elevated level of service, resolving concerns proactively, facilitating interdisciplinary coordination, and ensuring the discharge process is smooth and organized.

Job Duties and Responsibilities

Pre-Admission

• Lead the room readiness program, ensuring physical environments are clean and well-equipped for new admissions.
• Collaborate with nursing and social services to identify needed rooms and communicate room status updates.
• Prepare welcome baskets, directories, and personalized touches.

Admissions and Onboarding Support

• Partner with the Admissions Coordinator/Director to ensure seamless transitions from admissions to concierge services.
• Communicate new resident details (name, room assignment, arrival time) to all staff.
• Oversee the admissions packet process and ensure documentation is properly distributed.
• Welcome residents and families upon arrival, escorting them to their rooms and assisting with initial placement of personal items.
• Conduct resident orientation, explaining your role and setting expectations for care and services.
• Ensure room and service readiness based on resident preferences and clinical needs.

Resident Experience Coordination

• Conduct regular check-ins with residents and families to address concerns and ensure satisfaction.
• Facilitate special requests for meals, activities, or amenities.
• Monitor call light response times and report variances daily.
• Extend personal invitations to residents for events and activities that align with their interests.

Discharge Planning and Coordination

• Collaborate with care teams to begin discharge planning early, ensuring smooth transitions.
• Schedule and conduct discharge orientation meetings, outlining expectations and next steps.
• Provide relevant referrals and resources, such as home health services and community programs.
• Follow up post-discharge to ensure satisfaction with the transition process.

Hospice or Heavenly Transitions

• Support hospice care coordination, ensuring resident preferences are honored.
• Facilitate comfort amenities for hospice residents and their visitors.
• Collaborate on end-of-life tributes, such as cards, flowers, or presence at funerals.

Matrix Relationships and Support: This role is supported by the Director of Community Engagement, Regional Marketing Director, and local Admissions Director.

Position Summary:

The Concierge Services Coordinator is supervised by the Administrator, who oversees day-to-day performance, operational priorities, and immediate responsibilities. The position is directed by the Director of Community Engagement and Home Office Consultant, who provide strategic guidance, ensure compliance with organizational standards, and promote initiatives that enhance service delivery and community engagement.

Our Values and Guiding Principles:

• Excellence: We go above and beyond for our residents, families, and team members.
• Teamwork: We achieve more together than individually.
• Care: We prioritize caregiving and support for all.
• Innovation: We drive progress through creativity and action.
• Community: We foster safe, welcoming environments for all.

Job Requirements

• Experience in hospitality, customer service, or healthcare; skilled nursing facility experience is a plus.
• Exceptional communication, organizational, and problem-solving skills.
• Compassionate, detail-oriented approach to resident care.
• Familiarity with discharge planning, patient transitions, or case management.

Proficiency with office software and readiness to learn facility-specific applications.