Director of Customer Experience

Manage and coordinate referral information, including complete clinical and financial information, and ensure it is properly gathered and placed in the correct locations that is necessary for timely referral review to occur

Manage, coordinate, and prepare for the arrival of new residents

Manage room appearance standards to ensure great first impressions for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome/departure gift, etc.)Greet/orientate all new residents and their families to the amenities and services of the facility

Serve as liaison between clients and facility to facilitate tours, admission consents and to address any specific requests or concerns

Resolve resident and family concern issues immediately and develop follow up strategies to ensure resident satisfaction

Follow-up with each short-term residents daily (when possible) and family members/responsible parties weekly or as directed and required

Conduct professional tours utilizing the facility’s clinical personnel as assistance in gaining family commitment to admit to the facility

Ensure a smooth transition is achieved for all admitting residents

Effectively communicate with facility personnel to provide updates regarding expected admissions and needs in order to ensure proper admission

Prepare reports as requested;
Facilitate and prepare data for all facility marketing meetings

Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances

Provide excellent service, setting an example and becoming a champion of the facility’s service program to increase residents’ and family members’ willingness to recommend the facility to others.

Coordinates that all transportation services and managed through approved vendors and that services are consistent with companies’ expectation of timely, reliable, and safe.

Ensures that clinical documentation is scanned into the EMR in an appropriate timeframe and as directed

Provide complaint/grievance reports to the Administrator as required or as may be necessary

Required

Education and Experience § High school diploma or GED (college degree or hospitality degree preferred)§ Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet) required§ 2-3 years of professional experience in (a) similar position(s) with strong emphasis on hospitality industry

Required Skills§ Express genuine care for and interest in elderly and others who need services at the facility§ Ability to comply with the residents’ rights and employee responsibilities§ Excellent written and verbal communication skills, judgment, and foresight§ Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude; self-motivated and self-directed§ Possess the ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously§ Display attention to detail§ Interact with residents, families, and the community in a professional manner§ Possess the ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)
Position Type and Expected Hours of Work Although this is primarily a Monday through Friday position, this position is within a healthcare facility that operates every day and all hours of the day. There will be scheduled times of work on the evenings, weekends, and holidays. Significant events can occur at any given time that require working. Ongoing direction and support may be necessary if systems are not properly implemented, continuously improved, and monitored.

It may be necessary to participate in disaster relief and emergency procedures staffing as applicable.

Work Environment and Physical Demands This position generally will require physical activity. It may at times require walking to various locations within a facility. This position routinely uses standard office equipment such as computers, phones, photocopiers and may require some use of machinery consistent with the job duties.

While performing the duties of this position, the employee is regularly required to talk and hear. This position at times requires the ability to walk, sit, use hands, reach, climb, stoop, bend, kneel, twist, and lift as necessary.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and assignments may change at any time with or without notice.

Reasonable Accommodation Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
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