Customer Service Liaison

Customer Service Liaison

Scott Lake Health and Rehabilitation is a 120-bed state-of-the-art skilled nursing facility that specializes in short-term rehabilitation and long-term care. We are dedicated to providing each patient with quality services, personalized care, and outstanding customer service. We accomplish this through our focus on the individual needs of each patient and a successful partnership with their family, physician, and fellow providers.

We are located at 800 East County Road 540A, Lakeland, FL

Why Work For Us? Because We Offer Our Employees:

• Daily Pay Work today, get paid today!
• Health Insurance
• Dental & Vision Insurance
• Paid Time Off & Holiday Pay
• 401(k) Retirement Plan
• Flexible Scheduling
• Direct Deposit
• Opportunities for Overtime
• Doctegrity 24/7 telemedicine access for employees and families
• Wonderschool Support for child care and early education options
• Panda Perks & Benefits Financial wellness tools, employee discounts, and more
• Comfortable Staffing Ratios
• A Supportive Team Environment where everyone is treated with respect, dignity, and compassion
• Proud Partner of the Tampa Bay Buccaneers join the spirited KARE KREWE of Scott Lake!

This role requires Florida AHCA Clearinghouse background screening.

Position Summary

The Customer Service Liaison plays a key role in promoting resident and family satisfaction by building positive relationships, addressing concerns, and coordinating communication between residents, families, and facility departments. This individual will help foster a warm, supportive environment while ensuring concerns are resolved promptly and professionally.

Responsibilities

• Serve as a primary point of contact for residents, families, and visitors.
• Conduct routine resident and family satisfaction rounds to ensure needs and concerns are addressed.
• Respond to questions, concerns, and service requests in a timely and professional manner.
• Collaborate with Nursing, Therapy, Social Services, Admissions, Activities, Dietary, and other departments to resolve issues.
• Follow up on concerns to ensure satisfactory resolution.
• Welcome new residents and families, providing orientation and ongoing support.
• Assist with resident satisfaction initiatives, customer service programs, and retention efforts.
• Maintain accurate documentation of resident and family interactions.
• Support admissions, tours, and special events as needed.
• Promote a positive image of the facility through exceptional customer service.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in customer service, healthcare, hospitality, or long-term care preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to build rapport with residents, families, and staff.
• Organized, detail-oriented, and able to manage multiple priorities.
• Proficient with Microsoft Office and electronic documentation systems.