Certified Therapeutic Recreation Specialist (CTRS)

Compass Group USA Inc•White Plains, NY

42d•$75,000 - $85,000

About The Position

The System Resident Relations Manager serves as the primary representative of Morrison Living/CCL for a designated health care system. They are responsible for successfully partnering, coordinating and implementing resident experience activities within the assigned system. They will work closely with unit managers and client teams. The System Resident Relations Manager will monitor ongoing system/account resident satisfaction initiatives. They will, as needed, selectively negotiate all matters relating to system/account resident satisfaction initiatives to ensure highest client and resident satisfaction. This position will be integral to client retention, strong employee/resident relations, achievement of financial goals and future business growth plans. The System Resident Relations Manager will ensure all personnel comply with all clients, government, corporate and division policies and procedures. This position will oversee 9 accounts within a designated system

Requirements

Bachelor's Degree or equivalent combination of education and experience.
Registered Dietitian (RD) or Certified Therapeutic Recreation Specialist (CTRS) credentials
3+ years of account management or client services experience.
Acute-care and/or long-term care experience required.
Strong communication and customer service skills.
Demonstrated ability to prepare, analyze, and prepare presentations.
Ability to multi-task and establish priorities
Ability to maintain organization in a changing environment
Possesses working knowledge of computer operations and associated software applications required to accomplish job responsibilities
Exhibits initiative, responsibility, flexibility and leadership
Excellent interpersonal communication skills.
Strong analytical, intuitive judgment, and decision-making abilities.
Proficiency in Microsoft Office, especially Excel and Word.

Responsibilities

Serve as the primary point of contact for resident relations, maintaining high standards of service and communication.
Build and sustain long-term relationships to ensure customer satisfaction and contract renewals/extensions.
Survey existing accounts for resident satisfaction opportunities and partner with client teams through monthly promotions and product recommendations.
Report problems and feedback to management to ensure a safe and professional work environment.
Maintains and supports client satisfaction at a level that ensures account retention.
Administers customer surveys and respond to unsatisfied patients in a timely and effective manner.
Ensure that all employees demonstrate best-in-class hospitality to staff, residents and clients.
Implements approved customer service, dining service standards, and resident engagement programs.
Promotes client awareness of the Morrison Living/CCL resident experience and promotes monthly programs.
Monitors and ensures compliance, progression, and follow-up of any resident satisfaction initiatives.
Assists in customizing programs to meet each account's unique needs as needed.
Assists in developing and monitoring a system/unit satisfaction action plan and reporting to clients and leadership as needed.
Implement and monitor resident/patient satisfaction programs across assigned accounts, ensuring compliance with corporate standards and regulatory agencies (DOH, CMS, JCAHO).
Promote and track satisfaction progress by leveraging resources, sharing best practices, and exploiting marketing success.
Maintain awareness of industry trends and satisfaction updates to inform program improvements.
Foster teamwork and uphold corporate culture and values through regular account visits, communication, and leadership.
Provide guidance to clinical and management teams to standardize processes and reach operational goals.
Communicate updates and trends via conference calls and regular leadership check-ins.
Monitor and recognize performance by rewarding teams when satisfaction goals are met.
Effectively communicate and collaborate with co-workers, managers, and other departments to resolve client needs in a timely manner.
Manage internal resources to triage field issues and ensure all relevant information is communicated between client and sector.
Assists in the human resource planning process to support implementation of human resource strategies and tactics including proper staffing levels.
Make recommendations for program enhancements and customer value improvements.
Remain knowledgeable about programs and services to make informed suggestions to clients.
Monitors shared email accounts and portals, as required.
Assists in selection of on-site Resident Relation Ambassadors.
Encourages employee creativity and innovation.
Provides recognition for employees when programs are implemented with success.
Participate in special projects or tasks assigned by leadership.
Perform other duties as assigned to support the team and organizational goals.
Evaluates programs, their alignment with goals and reports to operational teams as necessary.
Assists with on-site reporting and communication.
Plans, organizes, directs, coordinates and supervises resident satisfaction functions and activities of the department in conjunction with client team.
Compose resident satisfaction reports as needed to system and regional management.
Implements forms, captures data, and ensures standardization for departmental resident satisfaction operations success.