Resident Services Coordinator

IMMANUEL LIVING•Kalispell, MT

2d•Onsite

About The Position

The Resident Services Coordinator is responsible for overseeing the daily operations of Resident Engagement, Reception and Transportation while ensuring an exceptional experience for residents, families and guests. This position serves as the operational lead for multiple resident service functions by coordinating staff, maintaining department standards, supporting special events and ensuring seamless communication across departments. The Resident Services Coordinator partners closely with the Director of Resident Services to elevate programming, hospitality and customer service while promoting efficiency, accountability and operational excellence throughout the department.

Requirements

Minimum of three years of progressive experience in senior living, healthcare, hospitality, customer service, or operations management.
Previous supervisory or leadership experience required, with demonstrated success leading teams, coaching employees, and managing daily operations.
Proficiency in Microsoft Office and the ability to learn electronic health records, scheduling software, and other operational systems.
Current CPR and First Aid certifications or willingness to become certified.
Read, write, and speak basic English
Read and comprehend basic instructions and present information to others
Read, interpret, and write routine reports and correspondence
Basic counting skills
Add, subtract, multiply, and divide simple numbers
Apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form
Deal with problems involving several concrete variables in standardized situations
Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Define problems, collect data, establish facts, and draw valid conclusions
Basic to intermediate computer skills
Operate multi-line telephone to place, receive, transfer calls, and to retrieve voice mail messages
Operate fax machine to send or receive documents
Operate copier to copy and collate documents
Operate personal computer with Windows operating system to utilize programs to input, format, edit, save, print, and transmit data
Utilize spreadsheets (Excel) and word processing programs (Word) to input, format, edit, save, print, and transmit data
Utilize Internet and e-mail to access, retrieve, save, print, or transmit documents or data files
Utilize proprietary, custom, or online programs or databases to input, format, edit, save, print, and transmit data
Attend work regularly and follow established work schedule.
Manage use of work time wisely.

Nice To Haves

Experience overseeing multiple service areas, coordinating cross-functional teams, or managing department operations preferred.
Experience with scheduling, staff development, customer service, budgeting, and operational planning strongly preferred.
Proficiency in Canva with the ability to create professional flyers, calendars, digital signage, presentations, social media graphics, and other marketing and communication materials.
Operate lifts on buses and van

Responsibilities

Assist in planning, coordinating, and executing a comprehensive calendar of resident programs, outings, entertainment, educational opportunities, and special events.
Provide direct resident engagement programming on assigned days by facilitating activities, outings, entertainment, and special events.
Ensure all activities are engaging, age-appropriate, and consistent with Immanuel Living's standards of excellence.
Coordinate scheduling and communication to ensure fitness programming complements the overall resident engagement calendar and minimizes scheduling conflicts.
Support campus-wide wellness initiatives, health fairs, and special events in partnership with the Fitness Coordinator.
Coordinate room setup, decorations, supplies, technology, and cleanup for departmental programs.
Assist with resident outings including scheduling, logistics, transportation coordination, and staff assignments.
Maintain resident calendars, digital signage, Community App updates, event flyers, and promotional materials.
Build relationships with residents to better understand their interests and encourage participation.
Coordinate entertainers, vendors, instructors, and community partners.
Monitor activity budgets, contracts, supplies, and purchasing.
Assist the Director of Resident Services with departmental initiatives and special projects.
Provide direct supervision and daily oversight of the Reception team.
Ensure exceptional customer service is consistently provided to residents, visitors, families, and staff.
Work scheduled reception shifts as needed to maintain department coverage and remain knowledgeable of daily operations.
Assist with front desk responsibilities including answering phones, greeting visitors, processing packages, resident requests, and administrative support during staffing shortages or peak operational needs.
Coordinate reception schedules and staffing coverage.
Train new reception staff on policies, procedures, customer service expectations, and campus operations.
Monitor front desk procedures, phone etiquette, package handling, visitor management, and resident communication.
Address concerns or service issues promptly while maintaining a welcoming environment.
Provide oversight of the Transportation department and scheduling processes.
Coordinate driver schedules and ensure transportation requests are completed efficiently.
Provide transportation coverage when operational needs require or staffing shortages occur.
Assist with transportation logistics for outings, appointments, and special events.
Ensure transportation documentation, vehicle inspections, and departmental procedures are followed.
Monitor scheduling accuracy, communication, and customer service within the transportation program.
Work collaboratively with drivers to maintain safe, reliable transportation services.
Provide daily leadership, coaching, and support to Resident Engagement Assistants, Reception staff, and Transportation staff.
Assist with onboarding and training of new employees.
Monitor departmental workflows and recommend process improvements.
Promote teamwork, accountability, professionalism, and hospitality throughout the department.
Help maintain consistent departmental standards and expectations.
Serve as acting department lead during the Director of Resident Services' absence.
Maintain strong communication with residents, families, leadership, and interdisciplinary departments.
Collaborate with Dining, Marketing, Facilities, Nursing, Therapy, Social Services, and Administration to coordinate events and resident services.
Communicate operational updates, scheduling changes, and departmental needs effectively.
Participate in department meetings, leadership meetings, and required trainings.
Assist with departmental scheduling and staffing coordination.
Maintain department records, reports, calendars, budgets, and required documentation.
Monitor inventory and order departmental supplies.
Support the Director of Resident Services with strategic planning, quality improvement initiatives, and department development.
Perform additional duties as assigned.

Benefits

Understand and support the core values, mission, philosophy, and guiding principles of Immanuel Living.
Provide consistent quality and valued service, while complying with Corporate and Department policies and procedures and State and Federal regulations.
Respect the privacy, confidentiality, and possessions of residents, staff, and Immanuel Living.
Contribute to an atmosphere of positivity, teamwork, and mutual support, while leading by example.
Look for the good in others and assume positive intentions.
Be caring, compassionate, and hospitable, while acting with integrity and honesty.
Ensure that a safe living and working environment exists.
Attend workshops and training sessions related to resident services, senior living, etc., assigned by supervisor, and participate in department meetings and monthly in-services.
This position may make independent decisions when circumstances warrant such action.
Errors or poor judgment may affect resident experience, staff schedules, and community reputation.
Complete required documentation as needed.
Effectively work and communicate with a wide range of individuals from all socio-economic groups, including geriatric guests/residents and those with special needs.
Communicate with supervisor on a routine basis.
Participate in training and/or meetings that help facilitate the departmental communication process.
Skilled and comfortable speaking in front of groups, facilitating events, and serving in a public-facing role.
Communicate verbally and in writing with residents, families, staff, and supervisors.