Lead Concierge for Senior Living Community

1 week ago

Westland, Michigan, United States Maple Heights Retirement Community Full time

Responsibilities/Qualifications:

Maple Heights Retirement Community in Allen Park, MI is looking for a Lead Concierge.

The Lead Concierge manages the reception area and provides administrative and clerical support. Answers telephones, takes/delivers messages and responds to managers requests. Provides support to residents and families. Reports to the Executive Director.

Monday through Thursday 8 AM to 1 PM.

Primary Job Responsibilities:

  • Greet and direct all visitors in a friendly and helpful manner.
  • Answer all incoming calls within three rings and transfer calls or take messages as necessary.
  • Respond to residents and family members questions and concerns and share important information with the Executive Director or other supervisor as is appropriate.
  • Respond and appropriately handle emergencies that may arise in a calm, professional and effective manner.
  • Respond to minor resident issues. Such as but not limited to, television issues, smoke detector battery change, light housekeeping issues.
  • Monitor the front lobby and entrance area for cleanliness. Monitor first floor bathrooms for cleanliness.
  • Manage Waiver billing and process as needed.
  • Organize incoming mail and ensure that it is distributed to the appropriate person.
  • Assist in telephone inquiries in the absence of an immediately available Marketing person in obtaining information from inquiry including at minimum call back information.
  • Maintain a community resource information library and/or directory to be able to route residents and/or their families to available services both in-house and in the general vicinity.
  • Scheduling shifts and providing coverage when department is short staffed. Keeps ED informed of all-important matters.

Essential Functions

  • Must be able to communicate and function in an interdisciplinary team.
  • Must be able to sit, stand, bend, lift, push, pull, stoop, walk, and move frequently during working hours.
  • Must be able to lift 30 lbs. floor to waist, lift 10 lbs. waist to shoulder, lift and carry 30 lbs., and push/pull 40 lbs.
  • Must be able to read, write, speak, and understand the English language.
  • Must be able to assist in the evacuation of residents.

Team Member Expectations

  • Preserve and protect the privacy, confidentiality and security of all medical records, proprietary and other confidential information relating to Maple Heights Retirement Community, its residents, Team Members, activities and affiliates, in accordance with all applicable laws (especially HIPAA) and company policy.
  • Promote Maple Heights Retirement Community in a positive manner and lead by example, modeling our core values in everyday behavior
  • Understand how to approach and communicate with all residents including those who are cognitively impaired.
  • Treat residents, family members and other team members with dignity and respect while responding to their needs.
  • Follow Maple Heights Retirement Community Policies, Procedures, and Manuals.
  • Maintain the highest degree of personal and profession integrity.
  • Maintain and sustain a safe community and workplace.
  • Accept other duties as assigned.

Educational Requirements:

  • High School diploma or equivalent. Computer skills and customer service skills are necessary.

Minimum Requirements:

  • Experience in an office environment, answering phones or customer service position preferred.
  • Basic clerical skills required.
  • Must have the ability to handle multiple tasks and priorities, have excellent time management and organizational skills, and be able to meet deadlines.
  • Strong verbal and written communication skills.
  • Must have basic computer knowledge and be familiar with and skilled in standard office software programs.
  • Ability to work effectively with different levels of personnel.
  • Ability to talk respectfully with, understand, empathize with, work with and be tolerant of residents, families, visitors, peers, managers, subordinates, and other outside contacts.
  • Self-motivated, organized and professional. Have a neat, professional, courteous manner and appearance. Possess good public relations, communication, general office, clerical and telephone skills.
  • Outstanding customer service skills with caring and compassionate behavior towards others.
  • Ability to coordinate with supervisors when group action is needed to solve a problem and get cooperation of other departments within the community.
  • Strong customer service attitude/presentation.
  • Caring and compassionate towards others.

Benefits:

  • Opportunities for advancement.
  • Paid orientation and training.
  • Employee recognition events.
  • Paid time off.
  • Medical, dental and vision available for full time employees.

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