Resident Services Coordinator

RESIDENT SERVICES MANAGER

Department: Administrative   Reports To: Executive Director   Exemption Status: Non-Exempt

Mountain View Retirement Village  is seeking a dynamic and energetic Resident Services Manager who will, under the direction of the Executive Director, promote a healthy, enriching environment through the management of the Resident Services department. A significant responsibility for this position is management of the aging continuum within the framework of the Pennant Group’s mission and core values, as well as provide orientation of new residents and update current residents on all services/programs available. In addition, the Resident Services Director evaluates and responds to specific concerns/needs of new/permanent residents, and follows up on those concerns and needs. The Residents Services Director will also assist with the AR process, under direction of the BOM.  Overall, this is a great opportunity for a dynamic leader and clear communicator to make a big impact in the lives of our residents. This is a non-exempt full time position that reports directly to the Executive Director.

What You Will Do:

• Collaborate with Executive Director and other members of MVRV leadership team to ensure success in meeting and exceeding community goals regarding resident services.

• Develops, plans and schedules new resident orientation program on a monthly basis.

• Schedules, coordinates, and oversees new resident move-ins with resident and other affected departments.

• Coordinates with Family Advisors and with resident/family/personal representative on permanent transfers to Assisted Living.

• Acts as an advisor to family on disposition of effects and vacating living unit

• Serve as Co-chair of Resident Council with the Executive Director. Schedules and coordinates Town Hall meetings for residents as needed.

• Participate in resident and family education and counseling.

• Coordinate with marketing department regarding move-in activity for new residents and facilitates a smooth transition into the community.

• Facilitate resident satisfaction surveys.

• Assist BOM in tracking resident charges and performs billing function

• Coordinate AP tasks with department head team and process for payment

• Oversee lobby first impressions to ensure tour path is ready for vendors/future residents at all times

Perform other job duties as required or assigned.

What you’ll need:

• Strong work ethic

• Excellent communication and presentation skills

• Strategic thinking capabilities

• Results oriented approach

• Strong organizational skills

• Exceptional interpersonal skills

• Tact and diplomacy

• Advanced analytical and problem solving skills

About You:

• Knowledge, understanding and demonstrated ability to deal with gerontological issues.

• Knowledge of Federal and State laws regarding elder care and assisted living and subsequent compliance requirements.

• Demonstrated project management skills.

• Excellent communication and listening skills, enthusiastic, resourceful, organized and possesses strong personal awareness of nonverbal communication.

• Computer skills including proficiency with Microsoft Office.

GENERAL RESPONSIBILITIES:

Below is a description of basic job duties, though other related duties may become necessary as directed by Supervisor.

• Organizes, implements and evaluates community’s independent living (IL) resident services program while meeting or exceeding company’s service standards.
• Practices positive resident relations by demonstrating hospitality-focused services to residents, families, guests and general public.
• Takes initiative to answer questions and solves issues for community residents and families.
• Serves as key contact for community residents and families with concerns or ideas.
• Evaluates residents needs and adjustment to apartment living and helps coordinate additional needed services.
• Assists residents in transition (i.e., move-ins, returns from hospital or SNF, significant life events, move-outs).
• Provides move-in information to Welcome Committee prior to move-in.
• Communicates all new resident information, needs and concerns to appropriate department manager.
• Assists with community special events and special activities.
• Informs Executive Director of any health condition or financial condition changes in residents.
• Sets Up and Attends monthly Resident Council, Dietary Committee, New Resident Lunches and Resident Town Hall meetings; takes notes & types up minutes of meetings.
• Visits I.L. and A.L. residents temporarily confined to apartment, hospitalized, in care centers or in rehab.
• Orders flowers for residents hospitalized, in care centers or in rehab, and for funerals.
• Conducts new resident orientation for all new residents.
• Manages the Receptionist position
• Verifies all new resident Health & Emergency Forms and Personal Interest Forms are accurate, completed timely and posts in resident’s apartment.
• In event of resident death, coordinates flower delivery, family visitation and attendance at funeral service.
• Organizes the monthly TB clinics for I.L. residents, assuring that each I.L. resident is current on their TB Test.
• Maintains record of pet vaccines
• Takes photos of new residents upon move-in and distributes to Executive Director and other appropriate staff.
• Assists with programming our in-house TV program.
• Keeps resident phone directory updated and distributed.
• Maintains “Do Not Enter” lists for Maintenance, Housekeeping and I.L. Receptionist.
• Provides Notary Service for Las Fuentes Resort Village.
• Keep Spend downs up to date and ensure Department Heads are processing invoices timely
• Assist BOM with the billing and collections for all residents expenses

TEAM MEMBER REVIEW

I reviewed this job description and am able to fulfill these responsibilities.  I understand Las Fuentes reserves the right to revise this position description as necessary.

___________________________________     ______________________________________

Team Member’s Signature                                        Team Member’s Printed Name                               Date