Resident Experience Concierge (Healthcare)

Elderwood•Hamburg, NY

6d•$75,000

About The Position

Resident Experience Concierge (Healthcare) Customer Service | Grievance Management | Resident Relations Elderwood at Hamburg Make a Difference in Every Interaction Elderwood is seeking a Resident Experience Concierge to serve as the first point of contact for residents, families, and visitors - and to elevate the overall customer experience within our skilled nursing facility. This is a high-impact, people-focused role ideal for someone with a background in healthcare, admissions, social work, or hospitality who thrives on building relationships, resolving concerns, and creating a welcoming environment. You will play a critical role in resident satisfaction, service recovery, and communication across departments - while also serving as the facility’s designated Grievance Officer. Why This Role Matters This is not a traditional front desk role. Your work directly impacts how residents and families feel about their care every day. You are: The voice of the resident and family experience A problem-solver and relationship builder A key partner in improving satisfaction and reducing grievances This is not a traditional 8:00am–4:00pm role. As a key point of contact for residents and families, this position requires a flexible schedule, including occasional evenings and weekends, to ensure accessibility and responsiveness when it matters most. This role reports directly to the Chief Business Development Officer, with a dotted-line relationship to the Administrator, ensuring alignment between resident experience, business development, and on-site operations.

Requirements

Bachelor’s degree in Healthcare Administration, Hospitality, Business, Social Work, or related field
Minimum 5 years of experience in healthcare, admissions, social work, or SNF operations
Prior experience in customer service, patient relations, or resident services
Strong communication, problem-solving, and conflict resolution skills
Ability to remain calm, professional, and solutions-focused in high-pressure situations
Comfortable working across teams in a fast-paced healthcare environment
Basic computer proficiency (email, documentation, scheduling systems)

Responsibilities

Greet residents, families, and visitors with professionalism and warmth
Serve as a visible, approachable presence within the facility
Act as the central point of contact for resident and family concerns
Listen, document, and follow through on all service requests
De-escalate concerns with empathy and professionalism
Track issues through to resolution and ensure timely follow-up
Serve as the facility’s designated Grievance Officer
Receive, document, investigate, and resolve complaints in compliance with federal and state regulations
Communicate outcomes clearly to residents and families
Maintain accurate documentation for survey readiness and compliance
Support residents with requests such as appointments, transportation, and activities
Serve as a welcoming ambassador for new admissions and families
Build strong, trust-based relationships with residents and loved ones
Act as a liaison between departments (nursing, dining, housekeeping, maintenance)
Ensure timely and accurate communication of requests and updates
Maintain logs of service requests, complaints, and follow-up actions
Conduct resident and family satisfaction check-ins
Identify trends and opportunities for service improvement
Partner with leadership to implement solutions that enhance the resident experience
Maintain accurate records and reports
Ensure compliance with HIPAA and confidentiality standards