Under director from the Nursing Home Administrator and with technical oversight from the Community Relations Director and the Vivage Sales and Marketing Director, the In-House Concierge primary responsibility is to assist the facility with developing, coordinating, administering, and directing overall operation of our facility’s in house concierge program following the current federal, state and local standards, guidelines and regulations that govern long term care and assisted living facilities.   The In-House Concierge is a customer service provider who works to ensure that all residents, family members and visitors have a pleasant experience while at the facility. You are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties.

KEY RESPONSIBILITIES:

• Provide exceptional customer service to all residents, family members and guests of the facility.

• Act as a liaison between the residents, family members and guests and the facility.

• Make notes of any special requirements and needs that residents, family members and guest may have.

• Run errands as requested.

• Transport residents in facility van or car as requested.

• Work with various departments to facilitate those residents, family members and visitors receiving appropriate non-medical services, such as special meals.

• Contact residents to ensure that all of their needs are met and the experience at the facility is positive.

• Actively listen to the needs of the residents, family members and guests of the facility and act on as appropriate.

• Facilitate as requested special events and activities for the residents, family members and visitors such as special birthday party or happy hour.

• Provide residents, family members and visitors with facility and area information upon request.

• Assist residents, family members and visitors with making special arrangements as needed.

• Reconcile and report any money funds, petty cash and other expenditures daily.

• Report any customer concerns to the Nursing Home Administrator and/or appropriate department leadership team.

• Demonstrate a passion for caring as evidenced by interaction with co-workers, residents, families, and visitors.

• Maintain a professional physical appearance and a clean organized work space.

• Attend scheduled trainings as requested by nursing home administrator.

• Ensure the facility vehicle in a safe, clean and orderly fashion at all times when using

• Supports the nursing home and assisted living community’s mission and philosophy

• Supports and respects fellow team members

• Perform all other duties, as assigned.

TALENT:

Relationship Building

Have a caring attitude and sincere interest in others

Demonstrate friendliness and enthusiasm

Build relationships with all types of people

Influencing

Communicate effectively

Executing

Self-directed

Ability to organize and prioritize

Ability to exercise judgment and display understanding

Detail oriented and follow through

Strategic Thinking

Solve problems effectively

Creative in coming up with options and variety

Curiosity and desire to learn 

SKILLS AND KNOWLEDGE:

• Must possess a thorough knowledge of principles as they relate to nursing facility operations

• Most possess the ability to assimilate information from a variety of sources, analyze information and make recommendations to the Administrator.

• Most possess the ability to establish, implement, and maintain effective public relations and concierge program

• Computer and Internet literate

• Must demonstrate the knowledge and skills necessary to provide care appropriate to the age-related needs of the residents served

EDUCATION AND EXPERIENCE:

• Highschool diploma or GED

• Recommend a minimum of one year experience in the healthcare field; with long-term care experience preferred

• Experience in a supervisory or department health level position, preferred, but not required

JOB TRAINING: 

• How long it usually takes to completely perform this job when the incumbent has the minimum knowledge, skills, ability, work experience and/or education: up to 1 year

WORK ENVIRONMENT:

• Moves intermittently during working hours

• Is subject to frequent interruptions

• Is involved with residents, personnel, visitors, government agencies/personnel, etc., under all conditions and circumstances

•  Is subject to hostile and emotionally upset residents, family members, etc

• Works beyond normal duty hours, on weekends, and in other positions temporarily, when necessary

• Is subject to call back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.)

• Is subject to injury from falls, burns from equipment, odors, etc., throughout the workday, as well as reactions from dust, disinfectants, tobacco smoke, and other air contaminants

• Is subject to exposure to infectious waste, diseases, conditions, etc., including TB and the AIDS and Hepatitis B viruses

• May be subject to the handling of and exposure to hazardous chemicals

OTHER:

• Must maintain a valid, unrestricted Colorado driver’s license

• Classification: non-exempt