Resident Ambassador

Resident Ambassador

About the Role

Are you the kind of person who remembers names, notices when someone needs help, and loves making people feel at home? As our Resident Ambassador you’ll be the welcoming face of Split Rock: the first person residents, families, and visitors turn to for help, information, and reassurance.

This is a hospitality-focused role in a long-term care setting. You’ll greet new residents, keep families informed, solve everyday problems, and work with every department to make sure each resident feels known, respected, and well cared for.

What You’ll Do

Deliver a warm, personal resident experience

• Welcome new residents and their families, walk them through the facility, and explain daily schedules and available services
• Build genuine relationships with residents, greeting each one by name and with respect
• Answer questions from residents and visitors about meals, activities, therapy, laundry, visiting hours, Wi-Fi access, and more
• Deliver mail, packages, and non-food items to residents safely and with proper documentation

Be the go-to contact for families

• Reach out to families proactively, especially after new admissions and for residents who may have difficulty communicating, to answer questions and ease concerns
• Follow up on requests and issues until they’re resolved, so families always know where things stand

Solve problems across the team

• Act as the link between residents and staff, bringing concerns to the right department quickly, including Nursing, Rehab, Dietary, Social Services, Recreation, Housekeeping, Maintenance, Finance, and others
• Stay in close contact with Charge Nurses and Recreation staff to anticipate resident needs before they become problems
• Escalate concerns through the appropriate chain of command when needed

Keep service consistent and organized

• Track admissions, readmissions, discharges, and census updates so you always know who’s arriving and who needs extra attention
• Keep accurate records of resident interactions, particularly for short-term stays, using spreadsheets and tracking tools
• Follow up on open items from previous days so nothing falls through the cracks
• Share ideas with management for improving the resident experience, safety, and facility operations

What We’re Looking For

• A natural people person with excellent communication skills and a friendly, patient demeanor
• Someone who stays calm, kind, and solution-focused when residents or families are worried or frustrated
• Strong organizational skills and attention to detail, with the ability to juggle multiple requests
• Discretion and respect for resident privacy and confidential information
• A proactive mindset: you spot needs and act on them without waiting to be asked
• Willingness to learn how each department in a long-term care facility works

Must have:

• Experience in customer service, hospitality (hotel front desk, concierge, guest services), healthcare, or resident services
• Excellent Customer Service skills is non negotiable

Work Environment

• Constant interaction with residents, families, visitors, and staff from every department
• Regular walking throughout the facility and light physical activity, such as delivering items
• A fast-paced setting that calls for flexibility and quick responses to resident needs

Reporting

Reports to Administrator and works closely with all department heads