Resident Experience Concierge (Healthcare)

Resident Experience Concierge (Healthcare)

Customer Service | Grievance Management | Resident Relations

Elderwood at Hamburg

Elderwood is seeking a Resident Experience Concierge to serve as the first point of contact for residents, families, and visitors - and to elevate the overall customer experience within our skilled nursing facility. This is a high-impact, people-focused role ideal for someone with a background in healthcare, admissions, social work, or hospitality who thrives on building relationships, resolving concerns, and creating a welcoming environment.

You will play a critical role in resident satisfaction, service recovery, and communication across departments - while also serving as the facility's designated Grievance Officer.

Why This Role Matters

This is not a traditional front desk role. Your work directly impacts how residents and families feel about their care every day. You are:

The voice of the resident and family experience
• A problem-solver and relationship builder
• A key partner in improving satisfaction and reducing grievances

This is not a traditional 8:00am-4:00pm role. As a key point of contact for residents and families, this position requires a flexible schedule, including occasional evenings and weekends, to ensure accessibility and responsiveness when it matters most.

This role reports directly to the Chief Business Development Officer, with a dotted-line relationship to the Administrator, ensuring alignment between resident experience, business development, and on-site operations.

Resident Experience Concierge (Healthcare) - What You'll Do:

• Greet residents, families, and visitors with professionalism and warmth
• Serve as a visible, approachable presence within the facility

• Act as the central point of contact for resident and family concerns
• Listen, document, and follow through on all service requests
• De-escalate concerns with empathy and professionalism
• Track issues through to resolution and ensure timely follow-up

• Serve as the facility's designated Grievance Officer
• Receive, document, investigate, and resolve complaints in compliance with federal and state regulations
• Communicate outcomes clearly to residents and families
• Maintain accurate documentation for survey readiness and compliance

• Support residents with requests such as appointments, transportation, and activities
• Serve as a welcoming ambassador for new admissions and families
• Build strong, trust-based relationships with residents and loved ones

• Act as a liaison between departments (nursing, dining, housekeeping, maintenance)
• Ensure timely and accurate communication of requests and updates
• Maintain logs of service requests, complaints, and follow-up actions

• Conduct resident and family satisfaction check-ins
• Identify trends and opportunities for service improvement
• Partner with leadership to implement solutions that enhance the resident experience

• Maintain accurate records and reports
• Ensure compliance with HIPAA and confidentiality standards

Resident Experience Concierge (Healthcare) - What We're Looking For:

• Bachelor's degree in Healthcare Administration, Hospitality, Business, Social Work, or related field
• Minimum 5 years of experience in healthcare, admissions, social work, or SNF operations
• Prior experience in customer service, patient relations, or resident services
• Strong communication, problem-solving, and conflict resolution skills
• Ability to remain calm, professional, and solutions-focused in high-pressure situations
• Comfortable working across teams in a fast-paced healthcare environment
• Basic computer proficiency (email, documentation, scheduling systems)