Position Overview
Riverside Heights Healthcare Center is seeking a compassionate and highly organized Family Services Coordinator to serve as a trusted non-clinical liaison between residents, their families, and the healthcare center. This fully remote position is responsible for coordinating family communications, supporting admissions and transition activities, assisting with resident service inquiries, and helping ensure families remain informed and engaged throughout their loved one's care journey.
The ideal candidate is an empathetic communicator who thrives in a service-oriented environment and is passionate about supporting residents and their families through exceptional coordination and administrative excellence.
Key Responsibilities
Family Communication & Support
- Serve as the primary non-clinical contact for residents' families via phone, email, secure messaging, and virtual meetings.
- Respond to questions regarding facility services, visitation guidelines, admissions, billing processes, scheduled activities, and general administrative matters.
- Provide timely updates regarding non-clinical requests while ensuring a positive and supportive experience.
- Escalate medical, clinical, or care-related questions to the appropriate licensed healthcare professionals.
Resident & Family Coordination
- Coordinate family meetings, care conferences, orientation sessions, and virtual consultations.
- Assist families during admissions, transfers, and discharge planning by coordinating administrative requirements.
- Help families obtain necessary forms, documentation, educational resources, and facility information.
- Monitor follow-up activities to ensure family concerns and requests are resolved promptly.
Administrative Operations
- Maintain accurate resident and family contact information within electronic systems.
- Document family interactions, service requests, and follow-up activities.
- Prepare correspondence, welcome materials, informational packets, and family communications.
- Assist with maintaining organized electronic records while protecting confidential information.
Community & Resident Engagement
- Coordinate virtual family engagement events, educational webinars, and resident appreciation initiatives.
- Support resident satisfaction and family feedback programs.
- Collect and organize family satisfaction surveys and recommend service improvements.
- Promote initiatives that strengthen family involvement and resident well-being.
Collaboration
- Work closely with admissions, social services, resident services, activities, and administrative departments.
- Coordinate communication between internal teams to ensure families receive consistent and timely information.
- Participate in quality improvement initiatives focused on enhancing resident and family experiences.
- Assist with additional administrative projects as assigned.
Qualifications
Required
- High school diploma or equivalent.
- Minimum 2 years of experience in customer service, healthcare administration, family services, senior living, patient services, office administration, hospitality, call center operations, or administrative support.
- Outstanding verbal and written communication skills.
- Strong interpersonal, organizational, and conflict-resolution abilities.
- Ability to manage multiple priorities while maintaining empathy and professionalism.
- Ability to work independently in a fully remote environment.
- Proficiency with Microsoft Office, Google Workspace, CRM platforms, electronic record systems, and virtual communication tools.
Preferred
- Associate's or Bachelor's degree in Healthcare Administration, Social Services, Human Services, Business Administration, Communications, or a related field.
- Experience working in long-term care, rehabilitation, assisted living, senior living, hospitals, hospice, or healthcare organizations.
- Familiarity with resident management systems, electronic health record platforms, or case management software.
- Previous experience supporting admissions, resident services, patient relations, or family engagement programs.
- Previous remote work experience.
Core Competencies
- Family relations
- Resident support
- Customer service
- Healthcare administration
- Communication
- Relationship building
- Conflict resolution
- Organization
- Administrative coordination
- Problem-solving
Pay: $25.81 - $31.08 per hour
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Health insurance
- Paid time off
- Professional development assistance
- Retirement plan
Work Location: Remote
