The First Impressions Coordinator(Concierge) is responsible for building and maintaining strong relationships with prospective residents and their families, professional referral sources, and current residents. Working closely with the Community Relations Director, the Concierge will assist in all phases of the sales and marketing process to ensure the community achieves its budgeted occupancy and revenue growth goals. In addition, this position serves as the Receptionist for the community, handling the telephone system, greeting visitors, business contacts, family members, and employees. The Concierge will also assist the President and Community Business Director with correspondence and other office duties while ensuring compliance with all federal, state, and local regulations, as well as community policies and procedures.
It is required that the First Impressions Coordinator(Concierge)has a minimum of a High School diploma or equivalency.
It is required that the First Impressions Coordinator(Concierge)has at least six months experience in a clerical position or receptionist position. It is preferred that the First Impressions Coordinator(Concierge) has at least one-year experience in a clerical position or receptionist position.
Problem Solving: Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully to develop alternative solutions both alone and with groups while using reason even when dealing with emotional topics.
Customer Service: Manages difficult or emotional resident, family member, and employee situations, responding promptly to their request for service and assistance, while soliciting feedback to improve service insuring that commitments are met.
Interpersonal: Focuses on solving conflict and not blaming. Maintains confidentiality. Listens to other without interrupting and keeps emotions under control. Remains open to others’ ideas and tries new things.
Oral Communication: Speaks clearly and persuasively in positive or negative situations. Listens carefully and gets clarification. Responds well to questions.
Team Work: Balances team and individual responsibilities, exhibiting objectivity and openness to others’ views. Contributes to building a positive team spirit.
Planning and Time Utilization: Consistently plans/coordinates work to achieve maximum productivity and efficient without sacrificing quality, accuracy and customer service. Meets deadlines in completing job assignments and special projects.
Computer Skills: Literate in Word and Excel, as well as preferred skills in Outlook.
Written Skills: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; present numerical data effectively; and is able to read and interpret written information.
The duties and responsibilities of the First Impressions Coordinator(Concierge)include serving as Receptionist for the Community, operating the telephone system, greeting visitors, business contacts, family members and employees, assisting the President and Community Business Director with correspondence and other day-to-day office duties in accordance with federal, state and local regulations and Community policies and procedures.
The following job functions have been determined to be essential to the position. Management reserves the right to modify this list and other functions as deemed necessary.
1. Assist with admissions paperwork.
2. Maintain personnel records and daily resident census.
3. Receive and separate incoming mail.
4. Distribute incoming and outgoing mail.
5. Assist in ordering supplies.
6. Receive Community guests and act as liaison for the President, department heads and others.
7. Run errands outside the Community, especially the post office.
8. Set up and maintain files.
9. Answer phones and keep log as directed.
10. Assist Community Business Director with billing.
11. Maintain confidentiality of all pertinent personnel information in accordance with the Privacy Act, as well as established personnel policies governing the release of information.
12. Develop, implement and maintain an adequate personnel-filing system.
13. Type documents, reports, letters, etc.
14. Create and maintain an atmosphere of warmth, optimism and interest in the needs of residents, families, visitors and coworkers.
15. Recognize, respond and/or report resident emergency immediately.
16. Maintain strict confidentiality on all Community data.
17. Communicate with and support residents, families, visitors, etc.
18. Maintain the privacy of records, conditions and other information relating to residents, employees and the Community.
19. Notify supervisor of pending absence or tardiness within the timeframe described in the personnel handbook.
20. Follow established smoking regulations and report violations.
21. Perform emergency procedures such as Cardiopulmonary Resuscitation (CPR).
22. Perform other related duties as assigned by the President.
In addition to the essential job functions described above, the following job functions are important to the proper fulfillment of the duties:
1. Operate copier, office machines, computers, etc. as directed.
2. Prepare and mail statements in accordance with established billing procedures.
3. Maintain current file and listing of residents, emergency phone numbers of on call personnel, key personnel, etc.
4. Assist with supply inventory.
5. Assist Sales Director with Scheduling, organizing and conducting tours.
6. Assist in the development of an overview of the community’s marketing programs by working, overseeing, or observing all community marketing efforts.
7. Responds and follow-up with all inquiries in a timely manner
8. Develop and maintain a good working relationship with professional providers of care
9. Assist with managing move ins and move outs to achieve maximum revenue.
10. Plan and implement special events monthly which prospects attend
11. Assist with updating and managing community’s Social Media platforms
The following is a list of the principal equipment, materials, machines, tools, etc., used by the employee.
Reports and forms Reference books and materials
Printer Miscellaneous office equipment and supplies
Computer Telephone and fax
Minimal strength and agility is needed. Must be capable of lifting twenty-five pounds.
Because the essential functions of the job may require general involvement in a health care facility, including but not limited to exposure to AIDS, HIV and Hepatitis B viruses involving Risk Classification Categories 2 and 3, environmental and safety conditions will fluctuate. To be qualified for the position, a person will have the ability to work in this type of environment without posing a direct threat to self or others.
At Thrive, we don’t have staff – we have team members with a deep-rooted belief that there is purpose in every breath. We are honored to serve our seniors by building a community of loving, caring, dependable individuals. We are seeking out the best of the best for our resident experience teams, including Certified Nursing Assistants (Caregivers), Certified Medication Aides/MedTechs, and Health & Wellness Nurses.
