The Quality and Concierge Services Team Member supports the Director of Admissions on resident flow, the admissions process and marketing programs for healthcare services which assure strong resident, referrer, and payer satisfaction; appropriate market penetration; positive public image; achievement of facility census goals.

Serves new residents by greeting them and providing customer needs upon arrival; answering inbound calls and outside referrals; proficient with providing exceptional facility tours per visitor request; ensuring timely completion of internal admission process; highly adaptable to high pressure, dynamic situations.

The Patient Concierge position serves as a first impression customer service provider that is responsible for providing patients, visitors, volunteers, and staff members with a positive public image of the healthcare system. This individual will assist in increasing patient satisfaction and customer loyalty by providing specialized services. This position ensures that all individuals have a pleasant experience by maintaining the environment of the lobby, facilitating non-medical patient services, and by offering system information to all that they encounter.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Conducts facility tours with potential residents, families, and/or responsible parties.
• Ensures proper completion, signing, and distribution of paperwork.
• Assembles admissions and sales packets for marketing to hospitals, community referrals agencies, residents and their families.
• Contacts housekeeping to ensure that the resident’s room is clean and prepared appropriately before arrival.
• Meets with family and resident on day of admission to welcome them and introduce them to nursing staff on unit. Follow up with a visit at the close of the day.
• Gatherappropriate information regarding resident's face sheets/demographic information to be kept in the clinical record.
• Participates, as assigned, with ensuring satisfaction surveys are completed.
• Ensures the discharge process is smooth and satisfactory for the resident.
• Ensure rooms are ready for next admission.
• Puts resident service first: ensures that residents and families receive the highest quality of service in a caring and compassionate atmosphere which recognizes the individuals’ needs and rights.