Guest Experience Liaison

Overview:

ArchCare cares for people of all ages and faiths where they are most comfortable and best able to receive it – at home, in the community and in nursing homes. As the Continuing Care Community of the Archdiocese of New York, we see enhancing the lives of our elders and others who need extra help to stay healthy and live life to its fullest as more than just a job. To us, it’s a privilege and our calling.

Benefits/Perks:

• Includes accrued vacation days, sick days, and holidays.
• Participation in 403 (b)
• Voluntary Benefits: Short Term Disability, Life Insurance, Cancer Insurance, Pet Insurance
• Discounted memberships: Plum Benefits, NYSC Gym
• Pay for work-related eligible commuter expenses with pre-tax dollars

Responsibilities:

Coordinate efforts to ensure that guest’s and guest family needs are met. Service delivery is provided at the highest level and service recovery is completed when an issue arises. Is responsible for obtaining maximum satisfaction scores and on-line ratings/ comments from customers.

• Meets every new patient admission within the first 48 hours and completes New Admission Satisfaction Survey to assess move-in satisfaction.
• Ensures that systems are in place to promote the best possibility of obtaining and sustaining above average satisfaction scores, on-line ratings, and positive customer comments- e.g.- Courtesy and clinical calls, post-discharge calls, documented touchpoints, etc.
• Follows through on correcting or assists in correcting all resident concerns. Works with individual departments, as needed.
• Meets every short-term discharge prior to departure to review satisfaction survey process and encourages positive score results.
• Ensures each STR to LTC transition includes a warm hand-off, adjustment check and follow-up on any identified issues.
• Liaison with individual departments to correct shortcomings in customer service.
• Works with interdisciplinary team planning and implementing events on the short-term rehab unit.
• Promotes an atmosphere of excellence in customer services.
• Assists in development of customer service results-oriented initiatives.
• Promotes amenities census growth by discussing the program with new admissions to encourage participation.

Job Type:Full-Time

Salary:$60,000- $65,000 per year

Qualifications:

• 2 years customer facing position or Hospitality Customer Service experience preferred.
• Working knowledge of conducting surveys on guest services or satisfaction.

Education:

• Bachelor’s Degree preferred. Can be substituted by a minimum of 3 years of work experience in a health care setting that includes customer facing responsibilities, working as part of an interdisciplinary team, prior customer service or Human Resources experience.