Customer Service Concierge

Brighton Healthcare Group is proud to lead the way in compassionate care and exceptional customer service in the senior living and skilled nursing industry. As a Customer Service Concierge
, you will be the welcoming face and voice of our facility—ensuring every resident, family member, and visitor feels seen, supported, and valued. This role blends high-touch hospitality with a proactive, problem‑solving mindset, playing a central role in shaping positive experiences from admission to discharge.

The Customer Service Concierge is responsible for creating a warm, engaging, and supportive environment for residents and their families. You’ll serve as a key liaison between families, residents, and facility departments, ensuring every need is met with care and professionalism. In addition to traditional customer service responsibilities, this position now includes light social media duties to promote events, celebrate residents and staff, and help showcase the heart of our community online.

• Collaborate with the Admissions team to prepare rooms and staff prior to new resident arrival, including sharing any special accommodations or care preferences.
• Greet new residents and families upon arrival; guide them through the admissions process, assist with paperwork, and facilitate introductions to key team members.
• Conduct post‑admission check‑ins and satisfaction surveys during the first days and weeks of the resident’s stay.
• Perform bi‑weekly follow‑ups with long‑term residents to assess satisfaction and address any concerns promptly.
• Make post‑discharge follow‑up calls to ensure safe transitions back to the community and to gather feedback.
• Conduct initial surveys and ongoing surveys with residents, families and staff.

• Capture positive moments, events, and milestones (e.g., birthdays, holiday activities, resident stories) for internal and external use.
• Submit content (photos, brief writeups, quotes) to the Marketing Director or designee to be shared on facility social media channels in alignment with privacy policies and HIPAA compliance.
• Assist with event coordination and resident recognition activities that can be featured online to promote a vibrant community culture.
• Support communication initiatives that enhance the facility’s public image and foster stronger family engagement.

• Build trust and rapport with residents, families, and staff through empathetic communication and consistent follow‑through.
• Serve as the facility’s central customer service representative, helping address inquiries, resolve issues, and advocate for residents’ needs across departments.
• Collaborate with leadership to identify trends and make recommendations to enhance the overall resident experience.

• High school diploma or GED required
• Minimum of 1‑2 years of experience in customer service (healthcare or hospitality experience a plus)
• Exceptional interpersonal and communication skills
• Friendly, compassionate, and solution‑oriented mindset
• Ability to multitask and work under pressure
• Conflict resolution and problem‑solving skills
• Ability to lift up to 50 pounds
• Basic photography and content‑sharing skills preferred (training provided)

Facility Administrator

Regular check‑ins with the Administrator and Marketing Director will ensure alignment with the overall customer service and communications strategy.

• 8‑hour shifts
• Monday through Friday
• Occasional weekends or events as needed