Resident Experience Coordinator (Hospitality Concierge Healthcare)
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Looking for a Resident Experience Coordinator Healthcare (Hospitality Concierge)Wage rate $22.00 to $24.00 commensurate with experienceFull Time* Medical, Dental & Vision Coverage* Company-Paid Short-Term and Long-Term Disability Insurance* Company-Paid Life Insurance* Paid Time Off (PTO) Accrual* Paid Holidays* 401(k) with Matching and Three-Year Vesting* Educational and US Citizenship Scholarship Opportunities* Onsite CPR Training* Certified Dementia Practitioner Training ** Well-Being Model* Eligible Employees May Receive Annual Employee Recognition from Residents* UKG Wallet (Daily Pay)* Free Use of Community Pool and Fitness Center* Training and Growth Opportunities* Tickets to Work* Available for select employeesAbout Ingleside at Rock CreekIngleside at Rock Creek is a not-for-profit, CARF-accredited, Life Plan Community nestled alongside Washington, DC's beautiful Rock Creek Park. A diverse group of people whose experiences and interests create the perfect balance for stylish retirement living in this engaging community. Ingleside at Rock Creek is certified as a Great Place to Work. We are CARF Certified, and Sage certified.Job Requirements:Bachelor's Degree Preferred. One (3) to three (5) years of experience in resident relations, gerontology, social or psychological field, high level customer service, or a similar role within a healthcare or senior living setting. Strong interpersonal and communication skills. Empathetic and compassionate approach to working with residents and their families. Ability to navigate and resolve conflicts with professionalism. Team player with the ability to collaborate effectively with diverse stakeholders. Incumbent should be able to apply common sense understanding to carry out instructions furnished in written and oral form, possess high-quality verbal and written communication ability, and possess strong interpersonal and organizational skills. Must be proficient in the operation of computer applications such as Microsoft Office, Publisher, fax, etc.Job Summary:This position serves as a key resource for residents, creating a positive and supportive environment. This role requires a strong focus on building relationships with residents, their families, and the healthcare team. The incumbent will be a vital link between residents, their families, and the healthcare team focusing on ensuring a positive and enriching experience for residents and families, addressing their needs, and fostering strong communication channels. The Resident Experience Coordinator for Healthcare will work closely with the Healthcare Leadership team and residents to provide them with the best possible quality of life. Relationships with residents, family, community, and the residence are emphasized. Ensures staff/resident/family satisfaction and development.Key Responsibilities:Job RequirementsWelcome new residents and their families, providing orientation sessions to familiarize them with the facility, staff, and available services.Foster a warm and welcoming atmosphere for residents by engaging in regular interactions.Work closely with families to understand the expectations.Serve as a point of contact for residents' families, providing regular updates on their loved ones' well-being and addressing any inquiries or concerns in an efficient and timely manner.Act as a mediator to bring forward concerns and questions residents or families have, ensuring open communication between all parties.Assist with coordinating and scheduling appointments with residents and family members and discuss transportation and need for escort with family.Collaborate with the healthcare team to identify opportunities to enhance residents' experience that encompass the Wellbeing Model.Lead learning circles and huddles with the team to solve problems, build team spirit, and develop skills.Facilitate the family council to give families a greater voice and build collaboration.Conduct regular surveys and feedback sessions to assess resident satisfaction and identify areas for improvement.Implement customer service improvement initiatives based on feedback and trends.Develop and distribute newsletters, updates, and other communication materials to keep residents and their families informed about events, policies, and activities.Participates in meeting QAPI goals and objectives.Effectively communicate information with residents to create and sustain rapport.Communicates scheduled appointments, activities and special events to residents, family members/care givers and staff verbally (as necessary).Assists in dining room as needed.Works some evenings and weekends on a rotational/regular basisWorks periodically on holidays and during special eventsPossesses an understanding of the social, psychological, physical, and recreational needs of the geriatric population, especially those experiencing cognitive decline.Provides education and support to family members as needed.Performs other duties as required.Performance and ProfessionalismMaintains professional presence when representing Ingleside; exhibits degree of professionalism consistent with standards in performance, behavior, and appearance.Always maintains resident confidentiality and privacy according to policies and procedures; uses discretion when discussing confidential matters.Demonstrates courteous and cooperative behavior with residents, families, co-workers, subordinates, supervisors, and other department staff.Maintains positive working relationships with management and coworkers; willingly follows directions and requests as appropriate.Exhibits professional standards through appearance and demeanor consistent with personnel standards.Demonstrates a thorough knowledge of work assignments and performs in a manner to meet quality and timeliness objectives.Demonstrates knowledge and understanding of policies and procedures; seeks clarification or interpretation from appropriate supervisor when needed.Conference with management to discuss and resolve resident and/or family complaints.Accepts constructive criticism as evidenced by appropriate changes in behavior.Consistently reports to work on time and ready to work at the start of the shiftAlways provides proper notification when late or absent. Notifies supervisor of programmatic responsibilities that need coverage.Assist team members with administrative or neighborhood needs as needed.Demonstrates willingness to take on additional responsibilities when they can be assumed without adversely affecting the quality or quantity of work.Displays effective communication skills, both written and oral.Anticipates the needs of the department and is self-directed with regards to fulfilling those needs.Uses tactful, diplomatic communication techniques in all relations with others.Professional DevelopmentDemonstrates professional development/skills competency in all activities.Participates in in-services, projects, or committees as assigned.Demonstrates flexibility, open mindedness, and versatility in adjusting to changing environments and requirements as necessary.Commits to continually improving his/her skills through participations in education opportunities whether offered on the job, within, or outside of the community, to increase knowledge of work-related issues.Maintains a current knowledge of federal, state, and other regulations applicable to job.Seeks out new methods and practices and a willingness to incorporate them into existing practices.Safety & SecurityComplies with established safety rules and practices.Complies with applicable safety policies and procedures as prescribed by the organization, as well as government regulations.Reports any potential safety hazard(s) immediately to supervisor or other appropriate personnel.Reports any injury of resident, visitor, or employee immediately to supervisor or other appropriate personnelHelps residents, visitors, or employees in an emergency, following the proper emergency procedures.EEO Statement:As an employer committed to Equal Employment Opportunity, Ingleside recruits, hires, and promotes qualified persons in all job classifications without regard to age, race, color, religion, sex, sexual orientation, gender, gender identity, gender expression, national origin, ethnic origin, disability, genetic information, covered veteran status, or any other basis protected by law.