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Resident Services Coordinator

2 months ago

Clifton Springs, United States Ashton Place Full time
Job DescriptionJob Description

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 .