Customer Experience & Admissions Coordinator

Job Description

Job Description

Location: Kannapolis Health and RehabilitationJob Type: [Full-Time/Part-Time]Department: AdministrationReports To: Executive DirectorFLSA Status: Non-Exempt About Avardis and Who We Are:OUR VISION We strive to be the leading provider of compassionate, comprehensive care that supports the physical, mental, and emotional well-being of patients, while also promoting respect and autonomy. Our goal is to create an environment where patients thrive, not just survive - where every aspect of their well-being is nurtured, from health and safety to social connections and quality of life.Innovative Solutions for Better Health As part of our commitment to excellence, Avardis leverages the latest in healthcare technology to provide better outcomes for older adults. From telemedicine services and remote health monitoring to advanced diagnostic tools and customized wellness programs, we use innovation to make patient care accessible, efficient, and effective.We also embrace new treatments, therapies, and approaches that can improve quality of life, whether it's through pain management, physical rehabilitation, or mental health support. By staying at the forefront of healthcare trends and continuously evolving our services, we ensure that patients receive the best possible care.About the Role: Looking for a qualified Customer Experience & Admissions Coordinator to join our team!Are you passionate about creating a welcoming, service-focused experience for residents, families, visitors, and referral partners? Join Avardis Health as a Customer Experience & Admissions Coordinator, where you will help support admission readiness, resident and family satisfaction, reputation management, post-discharge engagement, and a culture of hospitality throughout the facility. The Customer Experience & Admissions Coordinator is responsible for enhancing resident, family, and referral source satisfaction through exceptional customer service, admission readiness, reputation management, room readiness, and post-discharge engagement. This role serves as the facility champion for resident experience initiatives, Google reputation management, and service excellence while ensuring compliance with Avardis Health standards. Major ResponsibilitiesChampion a positive resident, family, visitor, and referral source experience throughout the facility.Support admissions by welcoming new residents and families, assisting with orientation, completing required documentation, and helping ensure a smooth transition into the facility.Coordinate room readiness for admissions by partnering with Nursing, Housekeeping, Maintenance, Laundry, Dietary, and Admissions teams to ensure rooms are clean, prepared, stocked, and resident-centered.Serve as the facility Google Champion by supporting ethical review initiatives, monitoring online reputation trends, sharing positive feedback, and partnering with leaders on service improvement opportunities.Complete post-discharge follow-up within 72 hours, document outcomes, identify concerns or service gaps, and escalate issues requiring leadership attention.Monitor facility presentation, service standards, and customer satisfaction trends; recommend service recovery actions and support resident, family, and community engagement activities.Maintain professionalism, confidentiality, compassion, and service excellence while supporting Avardis Health standards, HIPAA requirements, and performance improvement initiatives. Minimum Qualifications High school diploma or equivalent required.Healthcare, customer service, admissions, business development, social services, or hospitality experience preferred.Excellent communication and interpersonal skills.Strong organizational and customer service skills.Proficiency with Microsoft Office and electronic medical records preferred.Ability to interact effectively with residents, families, staff, physicians, and community partners. Performance IndicatorsSuccess in this position will be measured by:Admission paperwork compliance.Room Readiness compliance scores.Admission satisfaction outcomes.Google review participation and rating improvement.Post-discharge call completion within 72 hours.Resident and family satisfaction survey results.Service recovery effectiveness.Referral source satisfaction.Customer complaint resolution and trend reduction. Why Join Us?Competitive pay: Competitive pay, holiday pay, and paid time off program.Innovative Purchasing Program: Buy thousands of products, including technology, furniture, and clothing, and pay overtime with zero interest, no credit check, and no hidden fees.Access to online learning 24/7: Our Learning Management System offers more than 1,500 courses for the senior care, health, and human services industry, including Microsoft Office and leadership content.Phone and auto discounts: Receive discounts on employee personal wireless accounts and auto rentals through designated vendors.Employee Assistance Fund: Confidential support may be available during unexpected catastrophic situations.Advocacy and community impact: Join an organization committed to improving the health and lives of older adults and the communities we serve. Join us in creating a future where every patient is empowered to live their best life, with the support and care they deserve. We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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