Community Concierge Navigator

Community Concierge Navigator

Heritage Pointe is excited to fill this full time role at our Fort Wayne, Indiana location! The Community Concierge Navigator will serve as primary point of contact for our villa residents, facilitating day-to-day conveniences and responsible for enhancing residents daily living experience by providing a wide range of assistance, from personal requests to coordinating community activities and external services. The ideal candidate will have a working knowledge of Medicaid and Medicare to help residents navigate their healthcare options.

The concierge ensures that residents feel supported, safe, and engaged by fostering a welcoming environment and addressing needs promptly. This position requires patience, empathy, and excellent customer service skills, tailored to the needs of older adults. This is a great opportunity to join our team of professionals.

Essential Job Functions

• Resident Engagement:
  • Greet residents and visitors warmly, assisting with inquiries and requests.
  • Foster friendly, welcoming atmosphere in the community.
  • Provide information about on-site activities, local events, and community resources.
• Personal Assistance:
  • Help residents with day-to-day tasks such as coordinating dry cleaning and managing package deliveries.
  • Assist residents in scheduling transportation, appointments, and personal services (e.g., housekeeping, salon visits, doctor's appointments, dining reservations).
  • Assist in organizing special events or outings for residents, including social gatherings and recreational activities.
• Medicaid/Medicare Support:
  • Assist resident with resources to better understand Medicaid and Medicare services and options, including benefits, eligibility, and enrollment processes.
  • Assist residents with navigating Medicaid/Medicare documentation and application processes, working with internal or external specialists when necessary.
  • Liaise with healthcare providers, insurance companies, and other organizations as needed to ensure residents' healthcare needs are addressed.
• Community Coordination:
  • Maintain a schedule of community events and assist residents in participating.
  • Help new residents acclimate to the community by providing tours and information about services and amenities.
  • Facilitate communication between residents and various departments within the community (maintenance, housekeeping, wellness services, etc.).
• Problem Solving:
  • Address resident concerns or complaints in a professional, compassionate manner.
  • Proactively identify ways to enhance the resident experience and promote a sense of community.
  • Coordinate with the management team to resolve any ongoing issues or emergencies.
• Administrative Duties:
  • Manage incoming calls, messages, and inquiries from residents.
  • Maintain records of resident requests and ensure timely follow-up.
  • Coordinate deliveries, reservations, and work orders for residents.
  • Prepare welcome packages, itinerary documents, or special surprises for VIP guests.

Skills and Qualifications

• Experience:
  • Prior experience in customer service, hospitality, or a concierge role is preferred.
  • Familiarity with Medicaid/Medicare processes, including benefits, eligibility, and enrollment.
  • Experience working with older adults or in a retirement community is highly desirable.
• Skills:
  • Superior customer service skills.
  • Strong interpersonal and communication skills with a high level of empathy.
  • Ability to multitask, prioritize, and handle resident requests efficiently.
  • Problem-solving abilities with a focus on patience and attentiveness.
  • Basic proficiency with computer systems, including resident management software, and scheduling tools.
• Personal Qualities:
  • Warm, approachable, and friendly demeanor.
  • Patient and understanding, especially when working with older adults.
  • Highly organized and detail oriented.
  • Discretion and professionalism, especially when handling confidential or sensitive matters.

Working Conditions

• Hours may vary and can include weekends and evenings, depending on the community's needs.
• Requires standing or walking for extended periods.
• Interaction with residents may include assisting with minor physical tasks, such as carrying packages or helping with mobility devices.

Quali…