Director of Customer Experience

Position Description

Customer Service is responsible for monitoring all aspects of guest experience and provide actionable information to the Regional Director and facility management regarding enhancements to the overall operation effectiveness of the facility. The Director of Customer Experience will also work directly with Business Development as well with Hospital Liaison to ensure our guests a smooth admission. Reports directly to the facility Administrator.

Job Description/Responsibilities

The following statements are intended as a general summary of the duties of the position and are not all inclusive. Other duties may be assigned at the discretion of the Administrator.

•Assist Admissions Director

• Complete Daily Census and update in PCC
• Send Hospital Liaison Bed Availability
• Alert building management of incoming admissions (DON, ADON, Admin, RNC, SW, Housekeeping etc. 
• Room Readiness 
• Cover Admissions as needed

•Greet all new admissions and their families upon arrival

•Follow up on short-term and long-term residents/residents’ family members to assess satisfaction from the customer service standpoint and report any needs that require management attention

•Complete facility survey within 72 hours of admission for short term residents and 30-, 60- & 90-days surveys for long term residents

•Conducts follow-up phone calls to the facility’s hospitalized residents and discharged residents/residents’ family members to obtain updates, feedback and complete discharge surveys when needed

•Complete facility tours 

•Completes daily observation of staff customer service and provide training as needed

•Improve customer service experience, create engaged customers and facilitate growth

•Take ownership of customers issues and follow problems through to resolution

Experience Requirements

•Previous Experience in Long-term care, skilled Nursing Facility or Senior Living preferred

•CNA, QMA, MA preferred

•Strong personnel managerial and coaching skills

•Experience in providing customer service support.

•Computer proficient

•Effectve and professional oral and written communication

•Compassionate and empathetic personality

•Highschool Diploma required

•College or hospitality degree preferred

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