Client Experience Coordinator

Position Summary

The Client Experience Coordinator serves as a key liaison between residents, families, and facility staff to ensure an exceptional experience throughout the resident’s stay. This role focuses on satisfaction, communication, service recovery, and overall quality of life, combining principles from social services and hospitality to create a welcoming, responsive, and supportive environment.

Key Responsibilities

• Resident & Family Experience

• Serve as the primary point of contact for residents and families regarding concerns, feedback, and service requests

• Conduct regular resident and family check-ins to assess satisfaction and identify needs

• Facilitate smooth admissions, transitions, and discharges in collaboration with interdisciplinary teams

Customer Service & Hospitality

• Promote a culture of hospitality and service excellence throughout the facility

• Train and coach staff on customer service best practices and communication techniques

• Coordinate welcome experiences for new residents and families

• Service Recovery & Issue Resolution

• Respond promptly to concerns or complaints and ensure timely resolution

• Document, track, and analyze feedback trends to improve service delivery

• Collaborate with department heads to implement corrective actions

Social Services Collaboration

• Work closely with Social Services, Nursing, and Activities teams to support resident psychosocial well-being

• Assist in care planning meetings as needed to represent resident experience perspectives

• Advocate for resident rights and dignity in all interactions

Quality Improvement

• Monitor satisfaction surveys and develop action plans for improvement

• Support regulatory compliance related to resident rights and quality of care (in line with Florida and federal guidelines)

• Participate in quality assurance/performance improvement (QAPI) initiatives

Community & Engagement

• Help coordinate events, family engagement activities, and community outreach efforts

• Foster a positive, inclusive, and engaging environment for residents and visitors

Qualifications

• Bachelor’s degree preferred in Social Work, Healthcare Administration, Hospitality, Communications, or related field

• Minimum 1–3 years of experience in:

• Skilled nursing, assisted living, or healthcare OR

• Hospitality, guest services, or customer experience roles

Required Skills

• Strong interpersonal and communication skills

• Conflict resolution and problem-solving abilities

• High level of empathy, professionalism, and emotional intelligence

• Ability to manage multiple priorities in a fast-paced environment

• Proficiency in Microsoft Office and basic data tracking/reporting

Preferred Qualifications

• Experience in a skilled nursing or long-term care setting

• Knowledge of Florida healthcare regulations and resident rights

• Background in social services or case management

• Experience with customer satisfaction tools or survey platforms

Equal Employment Opportunity Statement
We are committed to providing a workplace free from discrimination, harassment, and retaliation. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status, and are based on merit and qualifications.

Our facility uses the Florida Background Screening Clearinghouse, a statewide system for background screenings and compliance with Section 435.12, Florida Statutes. Learn more at https://info.flclearinghouse.com