General Statement of Duties
Make a Difference in the Everyday.
Heritage Pointe of Fort Wayne is seeking a Full-Time Community Concierge Navigator to be the trusted go-to resource for our villa residents.
You’ll enhance daily life, solve problems, coordinate services, and create meaningful connections.
The ideal candidate is warm, organized, patient, resourceful, and passionate about serving older adults. If you love helping people and making every day a little easier, we’d love to meet you!
Essential Job Functions
- Resident Engagement: Welcome residents and visitors, respond to requests, and create a warm, supportive community atmosphere.
- Resident Assistance: Coordinate transportation, appointments, personal services, deliveries, reservations, and other day-to-day requests.
- Community Coordination: Share information about activities, events, amenities, and local resources; assist new residents with tours and community orientation.
- Communication & Collaboration: Serve as a liaison between residents and community departments, including maintenance, housekeeping, and wellness services.
- Problem Solving: Address resident concerns with professionalism and compassion; identify opportunities to enhance the resident experience and coordinate solutions with management.
- Administrative Support: Manage calls, messages, requests, and follow-up; maintain accurate records and prepare welcome materials, itineraries, and special arrangements as needed.
- Events & Activities: Assist with planning and coordinating resident events, outings, and social activities that promote engagement and connection.
Values and Leadership Expectations
- Grace – Leads with humility, patience, courage, and accountability; listens before responding; handles conflict constructively; and treats mistakes and setbacks as opportunities for learning and improvement.
- Compassion – Keeps resident well-being at the center of decisions, recognizes the needs of employees and families, and responds with empathy, urgency, fairness, and appropriate support.
- Respect – Protects dignity, confidentiality, resident rights, and professional boundaries; values diverse perspectives; communicates directly and professionally; and creates an environment where people feel safe to speak up.
- Leadership – Models ethical judgment, ownership, collaboration, consistency, and evidence-based decision-making; makes timely decisions; develops others; addresses performance and risk promptly; and aligns the community with organizational goals.
Job Qualifications
- Friendly and have desire to work with elderly population.
- Good listener, organized, and able to work independently.
- Able to communicate effectively with staff, residents and families.
- Must know and uphold Resident Rights.
- Prior experience in customer service, hospitality, or a concierge role is preferred.
- Experience working with older adults or in a retirement community is highly desirable.
- All applicants will undergo a drug screen, criminal history check, and physical as part of the interview process.
Knowledge, Skills, and Abilities
- Warm, approachable, and compassionate, with a genuine desire to work with older adults.
- Strong customer service, communication, and interpersonal skills, with patience and empathy.
- Highly organized and detail-oriented, with the ability to multitask, prioritize, and respond efficiently to resident needs.
- Strong problem-solving skills with sound judgment and attentiveness.
- Commitment to resident dignity, rights, privacy, and person-centered care.
- Professional and discreet when handling confidential or sensitive information.
- Ability to create positive, purposeful, and engaging experiences for residents.
- Basic proficiency with computer systems, resident management software, and scheduling tools.
- Ability to work effectively independently and as part of a team.
Work Schedule and Availability
- Full-time, in-person position.
- Hours may vary and can include weekends and evenings, depending on the community’s needs.
- Reliable attendance and punctuality are essential.
- Must be available to participate in scheduled community activities and events.
Physical Requirements
- Ability to stand, walk, sit, and move throughout the community for extended periods.
- Ability to assist with resident activities as needed.
- Ability to occasionally lift, carry, push, or pull activity supplies, carrying packages or helping with mobility devices.
- Ability to bend, stoop, reach, and perform routine physical tasks.
- Ability to respond safely and appropriately to residents’ needs.
- Must be able to perform the essential functions of the position with or without reasonable accommodation.
Expectations of All Employees
- Support the organization’s mission, vision, values, policies, and commitment resident-centered service.
- Maintain confidentiality and comply with HIPAA and other privacy requirements applicable to the position.
- Complete required education, meetings, and professional development activities.
- Follow infection prevention, safety, emergency preparedness, and other applicable policies and procedures.
- Demonstrate professional conduct, reliable communication, collaboration, and respect in interactions with residents, families, employees, visitors, and partners.
- Perform other duties as assigned consistent with the position’s scope and organizational needs.
Acknowledgement
This job description summarizes the primary duties and expectations of the position. It is not intended to be an exhaustive list of every responsibility, skill, effort, or working conditions associated with the role. Duties may be assigned, modified, or removed based on resident needs, operational requirements, and applicable law. Nothing in this job description alters the at-will employment relationship or creates a contract of employment. I acknowledge that I have reviewed this job description and understand that I am responsible for performing the essential functions of the position, with or without reasonable accommodation, and for complying with organizational policies, professional standards, and applicable laws and regulations.
Heritage Pointe (HP) is committed to the full inclusion of all qualified individuals. In keeping with our commitment, HP will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at
careers@ummh.org
.