Concierge/Customer Service Representative

Chicago Ridge SNF - Job Title: Concierge/Customer Service Representative Department: Front Office Reports To: Administrator/Facility Manager Position Summary: The Concierge/Customer Service Representative serves as the primary point of contact for residents, families, and visitors at our skilled nursing facility. This role ensures a welcoming and supportive environment, facilitates effective communication, and provides exceptional customer service to enhance the overall experience of those we serve. Key Responsibilities: Resident and Family Support: Serve as a resource for residents and families by addressing concerns or directing them to the appropriate staff. Provide information about facility services, events, and policies. Coordinate transportation requests and assist with scheduling appointments as needed. Customer Service Excellence: Respond to resident and family feedback with empathy and efficiency, escalating issues to management when necessary. Foster a culture of hospitality and satisfaction by ensuring a positive experience for all who interact with the facility. Proactively identify opportunities to enhance service delivery. Follow-Up and Care Coordination: Follow up with new admissions to ensure a smooth transition and address any immediate needs or concerns. Monitor and stay on top of TLC (Tender Loving Care) patients, ensuring they receive extra attention and support as needed. Collaborate with clinical and administrative teams to address specific resident needs or requests. Administrative Duties: Maintain a daily activity log and document visitor interactions or concerns. Support staff with clerical tasks, such as filing, photocopying, and distributing correspondence. Manage deliveries and distribute mail/packages to residents or departments. Qualifications: Education and Experience: High school diploma or equivalent required; associate or bachelor's degree preferred. Minimum of 1 year of experience in a customer service, hospitality, or concierge role, preferably in a healthcare or senior living environment. Skills and Abilities: Exceptional interpersonal and communication skills, both verbal and written. Ability to handle sensitive situations with tact, diplomacy, and discretion. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant software. Strong organizational and multitasking abilities in a fast-paced environment. A warm, professional demeanor and a commitment to delivering outstanding service. Physical Requirements: Ability to sit, stand, and walk for extended periods. Lift and carry up to 25 pounds occasionally. Work Environment: This position operates in a professional healthcare setting with frequent interaction with residents, families, and team members. The role requires a balance of desk work and active engagement within the facility. Why Join Us? We are committed to creating a supportive and enriching environment for both our residents and our staff. By joining our team, you will play a vital role in fostering a sense of community and belonging, ensuring that every individual feels valued and cared for. To Apply: Please submit your resume and a brief cover letter outlining your experience and why you are an excellent fit for this position.  

Created: 2025-01-11