Director of Concierge Services

Director of Concierge Services at Villa Healthcare – oversee all Concierge operations within the facility, ensuring an exceptional resident and family experience from admission through discharge. Serve as primary leader for resident service coordination, bed management, satisfaction initiatives, and customer service standards, supervising the Concierge team and collaborating with IDT, Admissions, Nursing, and Administration.

• Provide leadership, supervision, training, mentoring, and performance management for Concierge staff.
• Monitor customer service standards and implement improvements to enhance resident and family experience.
• Participate in the interview and selection process for key positions.
• Participate in training programs and assist in orientation of new staff.
• Receive and handle employee complaints, involving the HR designee.
• Ensure welcoming, organized admission experiences for residents and families.
• Support tours and assist with securing new admissions.
• Maintain frequent communication with residents and families during initial adjustment periods.
• Partner with the Administrator on service recovery and satisfaction initiatives.
• Lead resident and family survey distribution, tracking, and quality‑improvement follow‑up.
• Oversee bed assignments, census accuracy, and daily reconciliation in Point Click Care .
• Manage census worksheets and ensure accurate medical record creation.
• Audit payer, demographic, and admission data for accuracy and completeness.
• Ensure resident agreements are completed within required timelines.
• Collaborate closely with IDT, Nursing, Admissions, Social Services, and Administration.
• Participate in daily stand‑up meetings, present concerns, and ensure timely follow‑through.
• Coordinate transportation and assist with rounds as needed.
• Ensure compliance with state and federal background check requirements.
• Oversee RESIDE workflows for accuracy and regulatory compliance.
• Ensure adherence to company policies, procedures, and service standards.
• Maintain a professional, welcoming environment for residents, families, and visitors.
• Support the Administrator with special projects.
• Perform all other duties, as assigned.

• Ability to manage and supervise nursing staff.
• Ability to make independent decisions.
• Ability to read, write, speak, and understand English.
• Strong organizational and time‑management ability.
• Strong leadership and communication skills.
• High level of PC literacy preferred (Microsoft Office Suite).
• Team oriented and cooperative.

• Bachelor’s degree or equivalent, preferred.
• At least 2 to 3 years prior skilled nursing facility admissions experience.
• Leadership or supervisory experience strongly preferred.
• Proficiency in Point Click Care  and RESIDE preferred.
• State Certified Nursing Assistant License/Certification, preferred.

• Walking, reaching, bending, lifting, extended sitting, grasping, fine hand coordination, pushing and pulling, ability to distinguish smells and temperatures, all with or without mechanical devices is required.
• Limited potential for exposure to environmental hazards; understanding and adherence to company safety standards and protocols required.
• Meet all health requirements as needed.
• Dialogue concerning ADA reasonable accommodations are always available upon request.

• Daily Pay & Competitive Compensation
• 401(k) with company match
• Medical Insurance
• Dental, Vision, and Disability insurance
• Employee Assistance Program (EAP)
• Access to Villa Perks, an Employee Discount Program
• Innovative Training Programs
• Opportunity for Growth and Advancement
• Paid Time Off
• And much more!

At Villa Healthcare, making people better is at the heart of everything we do—and that starts with our team. We don’t just provide care, we create moments of connection, dignity, and compassion that matter. “We never settle” isn’t just our motto—it’s our mindset. We push beyond the expected to uplift the lives of our guests, their families, and each other. Our people bring skill, heart, and purpose to their work, and in return, we offer support, growth, and a sense of belonging.

When you join Villa, you’re not just joining a workplace—you’re becoming part of a mission that changes lives, including your own.

B.E.T.T.E.R. is Villa’s Service Excellence Code of Conduct. Becoming a member of the Villa Team includes upholding Villa’s B.E.T.T.E.R. standards every day. Be Welcoming to All, Establish a Relationship, Trust & respect, Teamwork, Engage & Communicate, and Recognize.

Villa Healthcare Facilities are Equal Opportunity Employers and do not discriminate based on any protected right such as race, color, nationality, gender, age, disability or any protected applicable right under the National Labor Relations Act.