Resident Relations Concierge Ambassador

Proposed

Schedule:

2:00 PM-10:00 PM, seven days per week Reports To: Facility Administrator

The Resident Relations Ambassador will provide a proactive, hospitality-driven experience for residents and families from admission through discharge and beyond. Modeled after the customer-service approach of organizations such as Chick-fil-A, the position emphasizes anticipating needs, providing personalized attention, resolving concerns, and ensuring follow-through.

The guiding philosophy is "How can I help you?" Rather than waiting for complaints, the Ambassador will actively engage residents and families, identify opportunities to improve their experience, and coordinate solutions.

The goal is to strengthen resident and family satisfaction, improve admission and discharge experiences, prevent avoidable grievances, enhance the facility's reputation, and promote a culture of exceptional customer service.

• Create exceptional first impressions: Personally welcome new residents and their families, ensuring they feel expected, comfortable, heard, and supported.
• Maintain ongoing engagement: Regularly round on residents and families to assess satisfaction and identify concerns before they become grievances.
• Provide proactive service recovery: Take ownership of concerns, coordinate with the Administrator and appropriate department heads, and verify follow-through.
• Strengthen communication: Serve as a consistent point of contact for nonclinical questions, family feedback, and hospitality needs.
• Improve online reputation: Encourage satisfied residents and families to share honest, 5-star Google reviews without pressure or incentives.
• Support successful transitions: Follow up after discharge and hospitalization to identify concerns, confirm that appropriate services are in place, and reinforce a positive relationship with the facility.
• Promote accountability: Provide the Administrator with a daily summary of resident experience concerns, positive feedback, unresolved issues, and opportunities for improvement.

• Daily Leadership Communication

• Attend daily IDT stand-down to review admissions, discharges, grievances, resident and family feedback, and outstanding concerns.

• Review anticipated and recent admissions, residents requiring additional attention, scheduled follow-up, and outstanding concerns.

• Maintain a follow-up list and communicate concerns to the Administrator and appropriate department heads.

• New Admission Welcome Experience

• Personally welcome new residents and families, introduce the Ambassador role, and help residents feel expected and supported.

• Verify room readiness, cleanliness, bedding, television, call bell, and requested comfort items; report deficiencies.

• Coordinate with nursing and dietary regarding meals and dietary information, particularly for evening arrivals.

• Orient residents and families to facility amenities, menus, activities, television options, and available services.

• Complete assigned initial inventory documentation and coordinate personal belongings and clothing labeling with designated staff.

• Contact families when appropriate to confirm the resident is settled and conduct additional check-ins during the first evening.

• Complete admission satisfaction follow-up using the Repticity platform and completing the applicable Day-1, Day-2, and Day-3 surveys.

• Ongoing Resident and Family Engagement

• Conduct proactive resident rounds using designated rounding sheets, prioritizing new admissions, hospital returns, residents with recent concerns, and individuals identified by leadership.

• Ask about comfort, meals, room conditions, communication, and overall satisfaction.

• Maintain regular contact with designated high-priority residents and identify opportunities to recognize birthdays, milestones, and personal preferences.

• Assist residents and families with general questions and direct them to the appropriate department when additional expertise is needed.

• Observe dining, cleanliness, maintenance, and responsiveness concerns; notify responsible departments and follow up.

• Recognize employees who demonstrate exceptional customer service and share positive feedback with leadership.

• Grievance Prevention and Service Recovery

• Review recent grievances and outstanding resident or family concerns with the appropriate leadership team.

• Listen to concerns professionally, demonstrate empathy, and avoid becoming defensive.

• Document grievances and complaints…