Paradigm 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)
Skills Required
- High school diploma or GED
- College degree or hospitality degree
- Computer literacy, including Microsoft Outlook, Microsoft Office, and internet use
- Two years of professional experience in a similar position with strong hospitality industry experience
- Excellent written and verbal communication skills
- Leadership and organizational skills
- Ability to work under pressure, meet deadlines, and manage multiple tasks
- Attention to detail
- Active listening, critical thinking, and active learning skills
- Ability to interact professionally with residents, families, and the community
- Genuine care and interest in elderly people and others needing facility services
What We Do
Paradigm Healthcare provides exemplary care through a people-first approach, collaborating with acute care providers, physicians, senior living organizations, and home care partners. Their services range from post-hospital rehabilitation to long-term nursing and memory care. By leveraging advanced technology, such as electronic medical records and real-time monitoring, Paradigm ensures high-quality patient care and supports residents in their journey toward recovery and returning home.
