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![Ashton Place](https://media.trabajo.org/img/noimg.jpg)
Resident Services Coordinator
2 months ago
This position maintains the Front Office and coordinates well-organized resident and administrative services. As a first point of contact for residents, guests, vendors, and staff, the person in this position will serve as a gateway to our community and associated services.
Reports to: Community Business Director
Supervises: Front Office & Transportation Staff
Responsibilities/Duties:
- Greet all residents, family members, friends, staff, and the public with a welcoming demeanor.
- Oversee the sign-in/sign-out process and facilitate the transfer of any pertinent documentation or communication related to each visit.
- Keep front patio, entry area, and sign-in/out location neat, clean, orderly, and welcoming.
- Answer a multi-line phone, transfer calls, place calls on hold, and take and relay messages.
- Answer all questions and inquiries factually or ensure the question/inquiry is answered by someone who can ensure the same.
- Update all digital signage used to communicate to residents and visitors.
- Schedule transportation services for residents and issue appropriate reminders.
- Be willing to drive company vehicles, per company policy, to transport residents or obtain supplies.
- Facilitate the transfer of the Communication Logbook between the Personal Care Aide office every morning and evening and ensure all topics and requests are followed up appropriately and timely.
- Maintain the Maintenance/Housekeeping request logs.
- Distribute mail to staff and residents’ mailboxes.
- Accept non-medication deliveries for Ashton Place residents and staff.
- Type emails, letters, notices, memos, notes, etc. for all departments as needed.
- Document resident interactions and rendered services on paper and electronically.
- Complete accurate monthly resident service sheets and associated reconciling tasks to support an accurate and timely accounts receivable process.
- Assist residents with various service and administrative tasks always ensuring a resolution.
- Populate and organize resident census, logs, charts, spreadsheets, files, folders, etc.
- Maintain central copier room – make sure copier and room are clean and stocked with necessary supplies, place service calls, order toner, total and reset monthly usage.
- Maintain Library – feed fish daily, straighten up books, add posts to bulletin board, etc.
- Maintain Front Office budget and inventory system for supplies.
- Order office supplies for Front Office and other departments when requested and code expenses correctly.
- Keep track of storage unit rentals, garage rentals, and reserved parking spaces.
- Attend, participate in, take minutes, and distribute notes for various meetings as needed.
- Assist with planning and executing special programs and events.
- Take inquiry calls from prospects, capture contact information, and conduct prospective tours as needed.
- Train other Front Office staff and provide them with daily/weekly tasks and pertinent updates.
- Coordinate schedules for Front Office staff to always ensure coverage during normal business hours.
- Contribute to performance reviews of office staff.
- Program emergency pendants, keep an inventory, repair/clean pendants regularly, monitor service reports, and conduct regular testing.
- Respond to emergency pendant alarms and stay with resident(s) until appropriately relived.
- Notify designated individuals of resident incidents, write incidents reports, and maintain incident report tracking logs.
- Regularly obtain a status update from residents who may be ill, in the hospital, had an incident, or in isolation.
- Communicate to staff and resident representatives when necessary.
- Send a “thinking of you” card or gift to residents who are in the hospital, at rehab, or are feeling unwell for an extended duration. Arrange for flower(s)/card after a resident passes away.
- Post obituaries in common area.
- Participate in reviewing contracts and workflows impacting administrative operations and resident services.
- Receive complaints and compliments and ensure appropriate follow-up.
- Check suggestion box daily, log comments, and relay messages to appropriate staff.
- Create administrative reports as requested.
- Troubleshoot basic resident technology questions and problems.
- Communicate Company technology failures and questions to IT contractor.
- Update Directors of pertinent resident information daily prior to the Director’s AM Update Meeting.
- Coordinate reservations, documentation, and communication associated with the use of common areas and guest apartment.
- Accept and log employment applications.
- Participate in interviews and hiring process as requested.
- Keep resident and resident representative contact information current and readily accessible.
- Contribute to resident related policies and procedures.
- Interface with in-house third-party contractors to manage and monitor resident and Company interests.
- Issue ICON phone messages to residents.
- Implement infection control procedures and maintain contract tracing log when applicable.
- Process and/or disseminate all documentation related to resident move-ins and move-outs.
- Deliver a Front Office department overview report to supervisor monthly.
- Promote good working relations with all employees, residents, and guests by using active listening skills and communicating appropriate fact-based information.
- Adherence to the Employee Handbook and compliance with established policies and procedures.
- Complete other duties as assigned.
Qualifications, Experience, and Behavior:
- High School Diploma or equivalent and minimum of 3 years of office operations experience.
- Valid driver’s license required.
- Able to read, write, and understand the English language and demonstrate a refined level of verbal and written communication, both electronically and on paper.
- Able to add and subtract two-digit numbers and to multiply and divide with 10’s and 100’s.
- Proficient use of electronic and mechanical office equipment such as computers, printers, copiers, and fax machines.
- Strong ability to use Microsoft Office applications including PowerPoint, Excel, Outlook, Word, and Teams.
- Must be able to construct, input, and manipulate data in various software programs.
- Able to keep an open mind and change previous opinions on the basis of new information.
- Can work through service failures, propose solutions to problems, and prioritize customer needs.
- Previous experience working with older adults in a senior living community, health care, or customer service setting is preferred.
Work Environment:
- Main workstation is in the front office.
- Front Office space is shared with Transportation staff.
- Can expect to spend 4-8 hours sitting each workday.
- Front Office has controllable lighting, air conditioning, and heat.
- May be exposed to hazardous materials, chemicals, and communicable illnesses in this work environment.
- Will respond to resident incidents that may include bodily injury, mental health episodes, or death.
- Must be able to lift 40lbs.
Company DescriptionFamily owned and operated senior living community .Company DescriptionFamily owned and operated senior living community .