Director of Customer Experience

DescriptionParadigm at Woodwind Lakes is a Long-Term Care Skilled Nursing facility seeking a compassionate individual who loves engaging with families and residents to be our Director of Customer Experience!

Summary/Objective

In keeping with our organization’s goals, the primary purpose of the Director of Customer Experience is to monitor all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the facility.

The Director of Customer Experience will have direct interaction with residents, family members, and guests and gather feedback through the customer survey system as well through direct communication. The Director of Customer Experience will also be involved in responding to and resolving guest issues as well as directing and communicating with facility management to assign members of the management team to address and resolve issues.

Job Duties

Manage and coordinate referral information, including complete clinical and financial information, and ensure it is properly gathered and placed in the correct locations that is necessary for timely referral review to occur
Manage, coordinate, and prepare for the arrival of new residents
Manage room appearance standards to ensure great first impressions for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome/departure gift, etc.)
Greet/orientate all new residents and their families to the amenities and services of the facility
Serve as liaison between clients and facility to facilitate tours, admission consents and to address any specific requests or concerns
Resolve resident and family concern issues immediately and develop follow up strategies to ensure resident satisfaction
Follow-up with each short-term residents daily (when possible) and family members/responsible parties weekly or as directed and required
Conduct professional tours utilizing the facility’s clinical personnel as assistance in gaining family commitment to admit to the facility
Ensure a smooth transition is achieved for all admitting residents
Effectively communicate with facility personnel to provide updates regarding expected admissions and needs in order to ensure proper admission
Prepare reports as requested; Facilitate and prepare data for all facility marketing meetings
Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances
Provide excellent service, setting an example and becoming a champion of the facility’s service program to increase residents’ and family members’ willingness to recommend the facility to others.
Coordinates that all transportation services and managed through approved vendors and that services are consistent with companies’ expectation of timely, reliable, and safe.
Ensures that clinical documentation is scanned into the EMR in an appropriate timeframe and as directed
Provide complaint/grievance reports to the Administrator as required or as may be necessary

Benefits

Dental insurance
Health insurance
Paid time off
Professional development assistance
Vision insurance

Work Location: In person
QualificationsRequired Education and Experience

High school diploma or GED (college degree or hospitality degree preferred)
Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet) required
2 years of professional experience in (a) similar position(s) with strong emphasis on hospitality industry

Required Skills

Express genuine care for and interest in elderly and others who need services at the facility
Ability to comply with the residents’ rights and employee responsibilities
Excellent written and verbal communication skills, judgment, and foresight
Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude; self-motivated and self-directed
Possess the ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously
Display attention to detail
Interact with residents, families, and the community in a professional manner
Possess the ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)