Customer Service Concierge

Job Description

Job Description

We are seeking a warm, professional, and organized Customer Service Concierge to create a warm and welcoming atmosphere for residents, families, and visitors. This role ensures every resident feels comfortable, valued, and supported throughout their stay. The Customer Service Concierge partners with the admissions team, nursing, and other departments to provide exceptional customer service and ensure a positive resident experience from admission through discharge.

• Partner with the Admissions team to ensure resident rooms are prepared and staff are informed of special needs or conditions.

• Greet new residents and families upon arrival, assisting with admission paperwork and introductions to staff.

• Conduct post-admission satisfaction surveys to evaluate the first days of a resident’s stay and address any concerns promptly.

• Complete daily check-ins during the first few weeks of a resident’s stay to ensure satisfaction and resolve issues quickly.

• Conduct bi-weekly check-ins with long-term residents to maintain consistent communication and quality service.

• Perform post-discharge follow-up calls to ensure safe and appropriate transitions home or to another care setting.

• Serve as a liaison between residents, families, and staff, promoting effective communication and problem-solving.

• Maintain confidentiality and compliance with all state, federal, and facility policies.

• Participate in safety, infection control, and compliance training as required.

• High school diploma or GED

• 1 - 2 years of customer service experience (hospitality or healthcare preferred)

• Friendly, welcoming personality and professional demeanor

• Strong problem-solving and conflict-resolution skills

• Ability to work under pressure and handle multiple priorities