Shift Type: 2nd: 2 pm - 10 pm, Monday to Friday

Qualifications:

• Certified as a Nursing Assistant with a valid certification
• Minimum 1 year in a Long-Term Care setting
• Minimum 2 years in customer service, hospitality, hotel, concierge, guest services or related experience preferred.
• Experience working in luxury hospitality, healthcare hospitality, senior living, or customer facing environments in highly desirable.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain professional under pressure.
• Strong organizational and multitasking capabilities.
• Proficiency in Microsoft Office suite of products.
• Demonstrated commitment to service excellence and guest satisfaction.

Essential Functions:

Admission Experience Management

• Serve as the primary hospitality contact for new admissions and their families.
• Conduct pre-admission welcome calls to introduce the facility, answer questions, and provide admission information.
• Coordinate with facility departments to ensure rooms are clean, prepared, and admission-ready.
• Gather patient preferences, personal interests, routines, and comfort needs to support person-centered care.
• Greet new patients and families upon arrival, providing a warm, personalized welcome.
• Escort patients and families throughout the admission process and assist with orientation to the facility.

Patient and Family Experience

• Build positive relationships with patients, residents, visitors, and family members.
• Ensure patients and families understand facility resources, services, and key contacts.
• Provide ongoing support and assistance throughout the patient's stay.
• Conduct several customer service rounds and follow-up visits during the first 72 hours following admission.
• Document concerns, requests, and service opportunities and communicate them to appropriate departments daily
• Promote patient dignity, respect, and individualized service.

Communication and Service Coordination

• Act as a liaison between patients, families, and interdisciplinary team members.
• Coordinate initial telehealth visit with Nurse Practitioner within 36 hours of admission.
• Facilitate communication between nursing, therapy, nutrition, activities, social services, housekeeping, and administration.
• Assist families with questions regarding schedules, services, visitation, and general facility operations.
• Ensure family concerns are communicated and resolved in a timely manner.
• Support facility leadership in maintaining effective communication with residents and families.

Service Recovery

• Proactively identify and resolve service issues before they escalate.
• Investigate customer concerns and follow through to resolution.
• Maintain documentation of service recovery actions and outcomes.
• Escalate clinical concerns immediately to licensed nursing staff.
• Follow up with patients and families to ensure satisfaction with resolutions.

Hospitality and Facility Environment

• Ensure a welcoming, professional, and comfortable lobby and reception environment.
• Support special events, celebrations, family meetings, and facility engagement activities.
• Ensure hospitality standards are consistently demonstrated by all team members.
• Assist visitors with wayfinding, directions, and general information.
• Promote a culture of excellence and customer service throughout the facility.

Quality and Satisfaction Initiatives

• Support patient and family satisfaction initiatives.
• Assist leadership in improving CoreQ satisfaction outcomes.
• Participate in customer service training and quality improvement activities.
• Monitor trends in patient and family feedback and communicate opportunities for improvement.
• Assist with hospitality-based programs designed to improve resident engagement and satisfaction.

Compliance

• Maintain confidentiality of patient information in accordance with HIPAA regulations.
• Follow all facility policies, procedures, and safety guidelines.
• Attend required training and in-service education programs.
• Perform additional duties as assigned.

Diversity, Equity, and Inclusion are at the heart of Cantex. We are committed to a culture that respects our differences and values the contributions of all people.

Please visit cantexcc.com for more information on this location.

We are an Equal opportunity employer; We offer an excellent benefit plan to include 401K with match, CEU reimbursement, vacation, sick, holidays, medical, dental, and supplemental insurance Plans as well as a Highly competitive compensation package.

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