Job Details

Description

The Resident Experience Manager is an individual responsible for overseeing the day-to-day resident and family satisfaction within an assigned community. This individual is responsible for having regular interactions with residents and families, monitoring feedback, and collaborating with the community leadership team to implement strategies to enhance satisfaction across the scope of services, experiences and the physical environment that a resident encounters on a daily basis, and to assure that Harmony standards are in place and adhered to. The Resident Experience Manager is an Executive Director in Training and participates in the Harmony Administrator in Training (AIT) program.

Responsibilities include but are not limited to:

• Ensures staff demonstrate good customer service behaviors at all times, provides real-time coaching when needed.
• Addresses identified issues in real-time to assure that residents and families feel heard and supported and Harmony service standards are in place. Escalates issues to the ED and other community leaders when necessary.
• Participates in the Daily Stand-Up Meeting (15 minutes) providing a brief update.
• Meets one-on-one with department heads to follow up on resident concerns.
• Sustains good resident relations through daily visits with residents, monitors resident and family satisfaction.
• Participates in monthly Resident and Family Council Meetings along with the ED and other members of the leadership team.
• Participates in Resident and Family Grievance Process at the direction of and in collaboration with the ED.
• Participates in the resident move-in process to ensure a smooth transition for all new residents and their families.
• Oversees a resident satisfaction program and calls families to address any concerns noted or when a survey is not returned.
• Maintains an ongoing communication program with residents and families, providing regular updates via email or other preferred method.
• Participates in community/family events.
• Make daily rounds to ensure that the building is clean, and furniture is placed appropriately; addresses building concerns with the Maintenance Director.
• May assist the Life Enrichment Director in planning and coordinating events and activities for residents and families, such as community gatherings or social events.
• Other duties as assigned by the Executive Director.

• Bachelor's degree or equivalent years of experience in customer service with a minimum of (1) year experience in Assisted Living, Memory Care or other senior living environment.
• Meets, or is able to meet, the minimum criteria to be an assisted living administrator in the state.
• Ability to build relationships with community groups that will help grow census.
• Strong customer service skills with ability to solve problems.
• Ability to prioritize and manage multiple projects simultaneously.
• Ability to respond in a timely manner to community emergencies on weekends or after hours, if needed.
• Ability to work flexible hours to include evenings, weekends, and holidays.
• Must be able to lift, carry, and push up to 25lbs.