Director of Resident Experience & Transportation Services

Job Description

Job Description

Director of Resident Experience & Transportation Services

Company: The Palms at Sebring

At The Palms at Sebring, we believe exceptional care begins with an exceptional experience. Every resident deserves to feel welcomed, respected, and supported from the moment they arrive. We are committed to creating an environment where compassion, hospitality, and service excellence are part of every interaction.

We are seeking an energetic, compassionate, and highly organized Director of Resident Experience & Transportation Services to lead our resident hospitality program, oversee transportation services, and champion customer service throughout our community.

Why This Role Matters

The Director of Resident Experience & Transportation Services serves as the ambassador of hospitality for The Palms at Sebring. This role ensures every resident and family receives an exceptional experience from admission through discharge by building strong relationships, proactively resolving concerns, and coordinating services that enhance quality of life.

By focusing on resident satisfaction, transportation coordination, and customer service excellence, this position plays a key role in improving resident outcomes, family confidence, employee engagement, and overall community reputation.

Position Summary

The Director of Resident Experience & Transportation Services is responsible for overseeing the resident experience throughout the facility, with a primary focus on the critical first 72 hours following admission . This position coordinates transportation services, conducts resident rounds, follows up on concerns, supports service recovery, and collaborates with all departments to ensure residents receive outstanding care and hospitality.

The ideal candidate is a relationship-builder who is passionate about customer service, enjoys solving problems, and believes every resident deserves a first-class experience.

Key Responsibilities

Resident Experience

• Welcome every new resident and family upon admission.

• Complete resident satisfaction visits within 24, 48, and 72 hours of admission.

• Conduct ongoing resident rounds throughout the facility to identify concerns and opportunities for improvement.

• Build meaningful relationships with residents and families through consistent communication and follow-up.

• Coordinate welcome packets, resident orientation, and admission amenities.

• Ensure resident rooms are prepared and welcoming prior to admission.

• Assist residents and families in navigating facility services and available resources.

Customer Service & Hospitality

• Serve as the primary customer service liaison for residents and families.

• Investigate and resolve concerns promptly while keeping leadership informed.

• Coordinate service recovery efforts to ensure concerns are addressed professionally and compassionately.

• Promote a culture of hospitality and customer service throughout the facility.

• Assist departments in enhancing the resident experience through creative engagement initiatives.

• Encourage positive resident and family feedback while identifying opportunities for continuous improvement.

Transportation Services

• Coordinate all resident transportation for medical appointments, dialysis, specialist visits, hospital discharges, and approved outings.

• Schedule facility drivers and outside transportation providers.

• Confirm appointments and communicate schedules with residents, families, Nursing, Therapy, and Social Services.

• Ensure transportation paperwork and clinical documentation accompany residents as needed.

• Maintain transportation schedules, logs, and vendor records.

• Monitor transportation efficiency and identify opportunities to improve scheduling and service.

Resident Satisfaction & Quality Improvement

• Monitor resident and family satisfaction trends.

• Conduct routine satisfaction surveys and follow-up calls.

• Track compliments, complaints, and service recovery outcomes.

• Participate in Quality Assurance and Performance Improvement (QAPI) meetings related to resident satisfaction.

• Develop initiatives that improve hospitality, communication, and resident engagement.

Collaboration

• Work closely with Admissions, Nursing, Therapy, Social Services, Activities, Dietary, Housekeeping, and Administration.

• Support new admissions by ensuring a seamless transition into the facility.

• Assist with resident events, celebrations, and special requests.

• Represent the facility with professionalism and compassion during every interaction.

Qualifications

• High school diploma required; associate’s or bachelor’s degree preferred.

• Experience in healthcare, senior living, hospitality, customer service, admissions, social services, or case management preferred.

• Outstanding communication and relationship-building skills.

• Strong organizational and multitasking abilities.

• Excellent problem-solving and conflict-resolution skills.

• Proficiency in Microsoft Office and electronic medical record systems.

• Professional appearance with a positive, service-oriented attitude.

• Bilingual (English/Spanish) is a plus.

What Success Looks Like

A successful Director of Resident Experience & Transportation Services will:

• Ensure every resident receives a welcoming and personalized admission experience.

• Complete all 24-, 48-, and 72-hour follow-up visits consistently.

• Conduct regular resident rounds and proactively resolve concerns.

• Coordinate transportation accurately and efficiently.

• Improve resident and family satisfaction scores.

• Build strong relationships throughout the facility.

• Foster a culture where hospitality, compassion, and exceptional customer service are part of every resident interaction.

Why Join The Palms at Sebring?

At The Palms at Sebring, every interaction matters. As the Director of Resident Experience & Transportation Services, you will help shape the experience our residents and families remember most—how they were welcomed, supported, and cared for.

If you are passionate about creating meaningful connections, delivering exceptional customer service, and making a lasting impact on the lives of others, we invite you to join our team.