Community Engagement Assistant

Phoenix Senior Living•Hopkinsville, KY

About The Position

The Community Engagement Assistant (Move-in Coordinator) supports the Sales & Marketing team in achieving the community’s occupancy and revenue goals. The role helps maintain the sales and marketing database and collateral, coordinates move-in paperwork, prepares resident administrative files, and conducts resident orientations. Following Phoenix quality service standards and core values, the assistant helps ensure each resident’s move-in is smooth and successful. The position also supports prospect and community relations, sales goal tracking, resident billing data and reporting, incoming calls, and the move-in process. On move-in day, the assistant completes outstanding paperwork, reviews the welcome packet, orients residents and families to the community, partners with the FED to present the resident’s room and explain community services and emergency procedures, and arranges a meal for the resident and family.

Requirements

One year of experience in a sales administrative role.
Proven customer service experience and skills.
Understanding of infection control procedures.
Ability to multitask and manage stress.
Proficiency with MS Office and Phoenix applications, and ability to learn new applications.
Understanding of and commitment to the assisted living philosophy.
Proficient time-management skills and ability to meet deadlines.
Excellent phone communication, written, and verbal communication skills, including ability to facilitate small-group presentations.
Availability to work weekends, evenings, and flexible hours to support customers during peak service times.
As applicable, an appropriate driver’s license, such as a CDL or chauffeur license, and an acceptable driving record in accordance with Federal Department of Transportation requirements.
Exceptional grammar and documentation skills.

Nice To Haves

Associate and/or college degree preferred.
Knowledge of and experience in the senior living industry preferred.

Responsibilities

Assist the Sales & Marketing team with maintaining proficiency in the customer relationship management lead-tracking system.
Keep prospect records current in the lead-tracking system.
Support the Executive Director and Community Engagement Director in building positive relationships with prospects and explaining how Phoenix can meet their needs.
Help ensure model suites and apartments are maintained and presentable.
Assist with timely submission of resident billing data and reports.
Support the setting, tracking, and achievement of sales goals.
Use effective telephone skills to produce qualified leads and appointments.
Greet prospective employees interested in Phoenix careers and job openings, direct candidates to apply online, or capture their information onsite to begin recruitment.
Answer incoming and resident calls within two to three rings using the appropriate greeting and identification.
Take complete messages and communicate them to the intended recipient.
Provide callers with a community overview, determine the appropriate person to receive the call, explain the transfer, and announce the caller to the community associate.
Order flowers and name plates for new residents.
Prepare resident administrative files in accordance with Phoenix and state-specific regulatory requirements.
Manage move-ins according to the Resident Move-in Checklist.
Meet with residents and/or family members when the community fee is placed and explain the move-in packet.
Ensure Phoenix and required state paperwork and forms are completed by the resident and/or family on or before move-in.
Ensure completion of the resident profile and schedule signing of the Resident Agreement.
On move-in day, collect remaining paperwork and review the welcome packet with the resident and family.
Orient residents and families to the community.
Partner with the FED to present the resident’s room and explain telephone and emergency procedures, as well as services such as hair care, transportation, and activities.
Partner with the FED to arrange lunch or dinner for the resident and family on move-in day.