Guest Services Liaison

ArchCare•Town of Rhinebeck, NY

About The Position

The Guest Services Liaison works in a long-term care facility, with an emphasis on short-term rehabilitation. The role helps short-term rehabilitation patients and their families feel welcomed, informed, and supported from admission through discharge by coordinating service-related needs and connecting them with appropriate staff. This is a nonclinical role. The liaison helps patients and families navigate facility services and routines, routes nonclinical requests and concerns, supports communication with caregivers and facility teams, and assists with discharge preparation as directed by the care team. Questions involving clinical care, therapy plans, symptoms, medications, or care decisions are referred to licensed or responsible clinical staff. The liaison maintains service records, protects sensitive information, and shares feedback and recurring service issues with the supervisor and relevant departments.

Requirements

High school diploma or GED required.
At least one year of experience in customer service, hospitality, healthcare, senior services, or a related setting required.
Strong verbal and written communication skills.
Sound judgment.
Basic computer and documentation skills.
Ability to handle sensitive information appropriately.

Nice To Haves

Coursework or training in customer service, hospitality, healthcare, communications, or a related field.
Experience supporting older adults, communicating with families, responding to concerns, and coordinating requests across departments.
Experience in a skilled nursing or short-term rehabilitation setting.

Responsibilities

Welcome and orient new patients and families by introducing key staff and services, explaining how to get assistance, reviewing facility routines and amenities, and providing approved written information in an accessible format.
Make routine rounds to check in with patients, ask about comfort and service needs, listen to concerns, and follow up to confirm requests reached the appropriate department.
Route nonclinical requests related to meals, housekeeping, room comfort, communication, or amenities to the appropriate staff and track unresolved issues through facility-approved processes.
Help families and caregivers identify the best contact for questions, relay nonclinical messages, and arrange conversations with nursing, therapy, social services, or other team members when requested.
Share approved information about schedules and facility processes, and refer questions about therapy plans, progress, symptoms, medications, or care decisions to licensed or responsible clinical staff.
Support discharge preparation as directed by the care team by helping patients and families locate approved information, understand whom to contact with questions, and connect with discharge-planning staff.
Listen respectfully to concerns and service complaints, acknowledge them, document and route them according to facility policy, promptly escalate urgent or unresolved matters, and follow up when appropriate.
Promote respectful, person-centered service by honoring patients’ preferences, dignity, privacy, culture, communication needs, and choices about family involvement, in accordance with facility policies.
Document rounds, requests, referrals, follow-up, and feedback in the approved system, sharing information only with staff who need it to address the matter.
Gather feedback, share recurring service-issue trends with the supervisor and relevant departments, and participate in service-improvement efforts.