Resident Relations Manager

Resident Relations Manager

Reports To: Executive Director
Position Type: Full-Time
Salary: DOE (Depending on Experience)
Work Location: In Person – Cottonwood, AZ

About the Position

Haven Health Cottonwood is seeking a compassionate, highly organized, and dependable Resident Relations Manager to join our team.

The Resident Relations Manager plays a key role in supporting the psychosocial, emotional, and care coordination needs of our residents while building strong, trusting relationships with residents, families, and responsible parties.

This position requires an individual who is an exceptional multitasker, strong problem-solver, highly organized, and committed to providing outstanding customer service. The ideal candidate will be able to manage multiple priorities, respond appropriately to concerns, communicate effectively with a variety of individuals, and follow through to ensure residents and families receive the support they need.

The Resident Relations Manager works closely with the interdisciplinary team to promote each resident’s highest practicable physical, mental, and psychosocial well-being from admission through discharge.

Key ResponsibilitiesResident Relations & Advocacy

• Serve as a strong resident advocate, promoting dignity, autonomy, choice, and a homelike environment.
• Provide exceptional customer service to residents, families, responsible parties, visitors, and staff.
• Build and maintain positive, professional relationships with residents and their families.
• Communicate effectively with residents, families, and responsible parties regarding care plans, advance care planning, facility services, and concerns.
• Respond to resident and family concerns in a timely, professional, and solution-focused manner.
• Assist residents with grievances related to care, living conditions, visitation, and other concerns.
• Maintain an accurate grievance log and assist with follow-up for Quality Assurance and Performance Improvement (QAPI) activities.
• Provide or coordinate psychosocial support, including counseling resources, support groups, grief support, and other appropriate services.
• Educate residents and families regarding available financial benefits and community resources, including AHCCCS, ALTCS, VA benefits, and other assistance programs.

Social Services & Case Management

• Conduct social service admission assessments and ensure documentation is accurate, complete, and timely.
• Assist with comprehensive care planning and ensure resident needs are communicated to the interdisciplinary team.
• Collaborate with the interdisciplinary team to establish measurable goals and update care plans as appropriate.
• Coordinate and support transitions of care and discharge planning.
• Assist with arranging medical equipment, home health services, alternate placements, transportation, and other services needed for a successful transition.
• Notify the LTC Ombudsman of applicable unplanned or facility-initiated discharges and communicate updates to case managers as needed.
• Ensure appropriate non-pharmacological interventions and psychosocial approaches are considered for residents experiencing mood, behavioral, or emotional concerns.
• Maintain accurate and organized records and documentation.

Case management experience is preferred.

Support Services & Community Resources

• Maintain an up-to-date list of community resources and services.
• Make appropriate referrals based on resident and family needs.
• Assist residents with advance directives, including MPOA, FPOA, and living wills, and provide referrals for legal or estate planning services when appropriate.
• Coordinate access to services such as dental care, podiatry, vision care, hearing services, mobility equipment, assistive devices, and other supportive services.
• Assist residents with obtaining personal items, clothing, and other necessities to support their comfort, dignity, and quality of life.

What We're Looking For

We are looking for someone who is organized, compassionate, dependable, and able to successfully manage multiple responsibilities in a fast-paced healthcare environment.

Required Qualifications

• High School Diploma or equivalent.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Exceptional organizational and multitasking abilities.
• Strong problem-solving, critical-thinking, and decision-making skills.
• Ability to prioritize competing responsibilities and meet deadlines.
• Ability to handle sensitive situations with professionalism, empathy, and confidentiality.
• Ability to communicate effectively with residents, families, healthcare professionals, and community partners.
• Proficiency in speaking, reading, writing, and understanding English.
• Valid Fingerprint Clearance Card.
• Successful completion of required Employee Health Screening.

Preferred Qualifications

• Bachelor’s degree in Social Work or a related human services field, such as sociology, gerontology, rehabilitation counseling, or a related discipline.
• At least one year of social work, case management, resident relations, or healthcare-related experience preferred.
• Previous experience working in a skilled nursing, long-term care, healthcare, or similar setting is preferred.
• Case management experience strongly preferred.

Essential Skills for Success

The successful candidate will demonstrate:

• Outstanding customer service skills
• Exceptional organization and attention to detail
• Strong multitasking and prioritization skills
• Excellent problem-solving abilities
• Strong communication and interpersonal skills
• Professionalism and discretion when handling sensitive information
• Compassion and patience when working with residents and families
• Ability to remain calm and solution-focused during challenging situations
• Strong follow-through and accountability
• Ability to work independently while collaborating effectively with an interdisciplinary team

What We Offer

• Supportive, team-oriented work environment
• Competitive salary based on experience
• Benefits eligibility for full-time employees
• Professional development and career growth opportunities
• Opportunity to make a meaningful difference in the lives of residents and their families
• A workplace built around our TEAM values

Our Mission

At Haven Health, our mission is to be the provider of choice in the communities we serve, a gathering place for caring professionals, and a safe haven where residents can thrive.

Our Core Values – TEAM

Trust – We build relationships on a foundation of trust.

Empowerment – We empower each other with the support and means to succeed.

Accountability – We hold ourselves accountable to perform and to serve.

Mutual Respect – We treat each other with dignity and respect.

Why Haven Health Cottonwood?

Located in the beautiful Verde Valley, Haven Health Cottonwood offers the opportunity to work in a close-knit community where residents, families, and employees are valued.

If you are an organized, compassionate, highly motivated professional with exceptional customer service, multitasking, and problem-solving skills, we would love to hear from you.

Apply today and become an important part of the Haven Health Cottonwood team!

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Relocation assistance
• Tuition reimbursement

Education:

• Associate (Preferred)

Experience:

• Social Work: 1 year (Preferred)

Work Location: In person

Salary : $46,677 - $71,691