Admissions & Guest Experience Coordinator

Position Title: Admissions & Guest Experience Coordinator
FLSA Status: Non-Exempt
Department: Office Management
Reports To: Administrator

The Admissions & Guest Experience Coordinator is responsible for creating a welcoming, organized, and resident-centered experience from pre-admission through discharge. This role serves as a key liaison between residents, families, and internal departments to ensure smooth admissions, accurate census management, regulatory compliance, and a consistently positive resident and guest experience.

This position is best suited for someone who brings calm structure, attention to detail, and strong interpersonal skills
, particularly in environments with behavioral or psychosocial complexity.

• Coordinate bed management and participate in interdisciplinary bed meetings
• Complete admissions contracts, paperwork, and required documentation accurately and timely
• Prepare and distribute admissions and census-related communications
• Maintain daily census accuracy and reconcile discrepancies in coordination with facility leadership

• Conduct facility tours for prospective residents and families
• Serve as a primary point of contact during the admissions and discharge process
• Support resident and family engagement to promote comfort, clarity, and satisfaction
• Coordinate welcome and discharge acknowledgements in alignment with facility standards
• Assist residents with approved, non-clinical errands and personal requests, as appropriate, and in coordination with leadership and applicable departments
• Support resident laundry scheduling coordination in alignment with facility procedures and departmental workflows

• Track grievances, complaints, and compliments related to admissions and guest experience
• Assist with QAPI data collection related to admissions, census, and satisfaction trends
• Manage required admissions-related documentation and submissions (including Maximus, as applicable)
• Maintain strict confidentiality of resident information in accordance with HIPAA and facility policy

• Coordinate and document resident property in accordance with facility procedures
• Support approved marketing and engagement activities in coordination with leadership
  • No independent external posting or commitments without approval
• Provide front-desk coverage as needed to support operations
• Assist with assigned projects directly related to admissions flow, census accuracy, or resident experience

• This position does not independently set marketing strategy, make census commitments, or alter facility policy
• Clinical care, social services interventions, and behavioral treatment planning remain under appropriate licensed disciplines

• Long-term care or healthcare admissions experience preferred
• Working knowledge of PCC or similar clinical/administrative systems preferred
• Strong written and verbal communication skills
• Ability to remain professional, patient, and composed in emotionally charged or complex situations
• Demonstrated attention to detail, follow-through, and organizational skills
• Must be able to read, write, speak, and understand English

• Ability to move intermittently throughout the workday
• Ability to manage the mental and emotional demands of a resident-facing role
• Ability to interact professionally with residents, families, staff, and visitors
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Success in this role is measured by:

• Accuracy and timeliness of admissions documentation
• Census consistency and reconciliation
• Resident and family satisfaction related to admissions and first impressions
• Compliance with confidentiality and facility procedures