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This is a high-impact, people-focused role ideal for someone with a background in healthcare, admissions, social work, or hospitality who thrives on building relationships, resolving concerns, and creating a welcoming environment. Elderwood is seeking a Resident Experience Concierge to serve as the first point of contact for residents, families, and visitors - and to elevate the overall customer experience within our skilled nursing facility.

<h4>Salary</h4>Up to $75,000 / yr<h4>Overview</h4><p><strong>Resident Experience Concierge (Healthcare)</strong></p><p>Customer Service | Grievance Management | Resident Relations</p><p><strong>Elderwood at Hamburg</strong></p><h4><strong>Make a Difference in Every Interaction</strong></h4><p>Elderwood is seeking a Resident Experience Concierge to serve as the first point of contact for residents, families, and visitors - and to elevate the overall customer experience within our skilled nursing facility. This is a high-impact, people-focused role ideal for someone with a background in healthcare, admissions, social work, or hospitality who thrives on building relationships, resolving concerns, and creating a welcoming environment. </p><p>You will play a critical role in resident satisfaction, service recovery, and communication across departments - while also serving as the facility’s designated Grievance Officer.</p><p><strong>Why This Role Matters</strong></p><p>This is not a traditional front desk role. Your work directly impacts how residents and families feel about their care every day. You are:</p><ul><li>The voice of the resident and family experience</li><li>A problem-solver and relationship builder</li><li>A key partner in improving satisfaction and reducing grievances</li></ul><p>This is not a traditional 8:00am–4:00pm role. As a key point of contact for residents and families, this position requires a flexible schedule, including occasional evenings and weekends, to ensure accessibility and responsiveness when it matters most.</p><p>This role reports directly to the Chief Business Development Officer, with a dotted-line relationship to the Administrator, ensuring alignment between resident experience, business development, and on-site operations.</p><h4>Responsibilities</h4><p><strong>Resident Experience Concierge (Healthcare) - What You’ll Do:</strong></p><h4>Front Desk & First Impressions</h4><ul><li>Greet residents, families, and visitors with professionalism and warmth</li><li>Serve as a visible, approachable presence within the facility</li></ul><h4>Customer Service & Issue Resolution</h4><ul><li>Act as the central point of contact for resident and family concerns</li><li>Listen, document, and follow through on all service requests</li><li>De-escalate concerns with empathy and professionalism</li><li>Track issues through to resolution and ensure timely follow-up</li></ul><h4>Grievance Management (Regulatory Role)</h4><ul><li>Serve as the facility’s designated Grievance Officer</li><li>Receive, document, investigate, and resolve complaints in compliance with federal and state regulations</li><li>Communicate outcomes clearly to residents and families</li><li>Maintain accurate documentation for survey readiness and compliance</li></ul><h4>Resident & Family Experience</h4><ul><li>Support residents with requests such as appointments, transportation, and activities</li><li>Serve as a welcoming ambassador for new admissions and families</li><li>Build strong, trust-based relationships with residents and loved ones</li></ul><h4>Communication & Coordination</h4><ul><li>Act as a liaison between departments (nursing, dining, housekeeping, maintenance)</li><li>Ensure timely and accurate communication of requests and updates</li><li>Maintain logs of service requests, complaints, and follow-up actions</li></ul><h4>Customer Experience Improvement</h4><ul><li>Conduct resident and family satisfaction check-ins</li><li>Identify trends and opportunities for service improvement</li><li>Partner with leadership to implement solutions that enhance the resident experience</li></ul><h4>Administrative & Compliance Responsibilities</h4><ul><li>Maintain accurate records and reports</li><li>Ensure compliance with HIPAA and confidentiality standards</li></ul><h4>From</h4><h4>Up to</h4><h4>Qualifications</h4><p><strong><strong>Resident Experience Concierge (Healthcare) - </strong>What We’re Looking For:</strong></p><ul><li>Bachelor’s degree in Healthcare Administration, Hospitality, Business, Social Work, or related field</li><li>Minimum 5 years of experience in healthcare, admissions, social work, or SNF operations</li><li>Prior experience in customer service, patient relations, or resident services</li><li>Strong communication, problem-solving, and conflict resolution skills</li><li>Ability to remain calm, professional, and solutions-focused in high-pressure situations</li><li>Comfortable working across teams in a fast-paced healthcare environment</li><li>Basic computer proficiency (email, documentation, scheduling systems)</li></ul>

Elderwood offers a variety of specialty programs and services, established to meet a wide range of needs. Our expert physicians and supportive staff members administer the highest level of care in all areas. Care plans are tailored to an individual’s specific needs and treatment is supported through integration of the latest technological advancements.

Elderwood

Resident Experience Concierge (Healthcare)

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Resident Experience Concierge (Healthcare)Elderwood

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