Guest Services Liaison

ArchCare•Rhinebeck, NY

2d•Onsite

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; a clinical license is not required. The liaison welcomes and orients patients and families, makes routine rounds, coordinates nonclinical service requests, supports communication with families and caregivers, and shares approved information about rehabilitation routines and facility processes. Questions about therapy plans, progress, symptoms, medications, or care decisions must be directed to licensed or responsible clinical staff. As directed by the care team, the liaison also helps patients and families find information and connect with staff responsible for discharge planning. The role responds to concerns and service complaints, documents and routes matters according to facility policy, escalates urgent or unresolved issues, and follows up when appropriate. It promotes respectful, person-centered service while protecting privacy and sharing information only with staff who need it. The liaison maintains service records, gathers feedback, reports recurring issues to the supervisor and relevant departments, and participates in service-improvement efforts.

Requirements

High school diploma or GED.
At least one year of experience in customer service, hospitality, healthcare, senior services, or a related setting.
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; introduce key staff and services, explain how to get assistance, review facility routines and amenities, and provide approved written information in an accessible format.
Make routine rounds, ask about comfort and service needs, listen to concerns, and follow up to confirm requests have reached the appropriate department.
Route nonclinical requests about meals, housekeeping, room comfort, communication, or amenities to the appropriate staff and track unresolved issues through facility-approved processes.
Help families identify the appropriate contact for questions, relay nonclinical messages, and arrange requested conversations with nursing, therapy, social services, or other team members.
Share approved information about rehabilitation schedules and facility processes, and direct questions about therapy plans, progress, symptoms, medications, or care decisions to licensed or responsible clinical staff.
As directed by the care team, help patients and families locate approved information, understand whom to contact with questions, and connect with staff responsible for discharge planning.
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.
Respect patients’ preferences, dignity, privacy, culture, communication needs, and choices about family involvement, following facility policies.
Document rounds, requests, referrals, follow-up, and feedback in the approved system; share 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.