Admissions & Guest Experience Coordinator

Position Title: Admissions & Guest Experience Coordinator
FLSA Status: Non-Exempt
Department: Office Management
Reports To: Administrator

SUMMARY

The Admissions & Guest Experience Coordinator is responsible for creating a welcoming, organized, and resident-centered experience from pre-admission through discharge. This role serves as a key liaison between residents, families, and internal departments to ensure smooth admissions, accurate census management, regulatory compliance, and a consistently positive resident and guest experience.

This position is best suited for someone who brings calm structure, attention to detail, and strong interpersonal skills, particularly in environments with behavioral or psychosocial complexity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Admissions & Census Management

• Coordinate bed management and participate in interdisciplinary bed meetings
• Complete admissions contracts, paperwork, and required documentation accurately and timely
• Prepare and distribute admissions and census-related communications
• Maintain daily census accuracy and reconcile discrepancies in coordination with facility leadership

Resident & Family Experience

• Conduct facility tours for prospective residents and families
• Serve as a primary point of contact during the admissions and discharge process
• Support resident and family engagement to promote comfort, clarity, and satisfaction
• Coordinate welcome and discharge acknowledgements in alignment with facility standards
• Assist residents with approved, non-clinical errands and personal requests, as appropriate, and in coordination with leadership and applicable departments

• Support resident laundry scheduling coordination in alignment with facility procedures and departmental workflows

Compliance & Quality Support

• Track grievances, complaints, and compliments related to admissions and guest experience
• Assist with QAPI data collection related to admissions, census, and satisfaction trends
• Manage required admissions-related documentation and submissions (including Maximus, as applicable)
• Maintain strict confidentiality of resident information in accordance with HIPAA and facility policy

Operational & Administrative Support

• Coordinate and document resident property in accordance with facility procedures
• Support approved marketing and engagement activities in coordination with leadership
• • No independent external posting or commitments without approval
• Provide front-desk coverage as needed to support operations
• Assist with assigned projects directly related to admissions flow, census accuracy, or resident experience

ROLE BOUNDARIES

• This position does not independently set marketing strategy, make census commitments, or alter facility policy
• Clinical care, social services interventions, and behavioral treatment planning remain under appropriate licensed disciplines

QUALIFICATIONS

• Long-term care or healthcare admissions experience preferred
• Working knowledge of PCC or similar clinical/administrative systems preferred
• Strong written and verbal communication skills
• Ability to remain professional, patient, and composed in emotionally charged or complex situations
• Demonstrated attention to detail, follow-through, and organizational skills
• Must be able to read, write, speak, and understand English

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

• Ability to move intermittently throughout the workday
• Ability to manage the mental and emotional demands of a resident-facing role
• Ability to interact professionally with residents, families, staff, and visitors
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

PERFORMANCE EXPECTATIONS

Success in this role is measured by:

• Accuracy and timeliness of admissions documentation
• Census consistency and reconciliation
• Resident and family satisfaction related to admissions and first impressions
• Compliance with confidentiality and facility procedures