Client Experience Coordinator

The Villages Rehabilitation and Nursing Center•Lady Lake, FL

8d•Onsite

About The Position

The Client Experience Coordinator serves as a key liaison between residents, families, and facility staff to ensure an exceptional experience throughout the resident’s stay. This role focuses on satisfaction, communication, service recovery, and overall quality of life, combining principles from social services and hospitality to create a welcoming, responsive, and supportive environment.

Requirements

Bachelor’s degree preferred in Social Work, Healthcare Administration, Hospitality, Communications, or related field
Minimum 1–3 years of experience in: Skilled nursing, assisted living, or healthcare OR Hospitality, guest services, or customer experience roles
Strong interpersonal and communication skills
Conflict resolution and problem-solving abilities
High level of empathy, professionalism, and emotional intelligence
Ability to manage multiple priorities in a fast-paced environment
Proficiency in Microsoft Office and basic data tracking/reporting

Nice To Haves

Experience in a skilled nursing or long-term care setting
Knowledge of Florida healthcare regulations and resident rights
Background in social services or case management
Experience with customer satisfaction tools or survey platforms

Responsibilities

Serve as the primary point of contact for residents and families regarding concerns, feedback, and service requests
Conduct regular resident and family check-ins to assess satisfaction and identify needs
Facilitate smooth admissions, transitions, and discharges in collaboration with interdisciplinary teams
Promote a culture of hospitality and service excellence throughout the facility
Train and coach staff on customer service best practices and communication techniques
Coordinate welcome experiences for new residents and families
Respond promptly to concerns or complaints and ensure timely resolution
Document, track, and analyze feedback trends to improve service delivery
Collaborate with department heads to implement corrective actions
Work closely with Social Services, Nursing, and Activities teams to support resident psychosocial well-being
Assist in care planning meetings as needed to represent resident experience perspectives
Advocate for resident rights and dignity in all interactions
Monitor satisfaction surveys and develop action plans for improvement
Support regulatory compliance related to resident rights and quality of care (in line with Florida and federal guidelines)
Participate in quality assurance/performance improvement (QAPI) initiatives
Help coordinate events, family engagement activities, and community outreach efforts
Foster a positive, inclusive, and engaging environment for residents and visitors