Concierge Coordinator - CNA

Job Summary

The Concierge Coordinator is responsible for promoting an exceptional customer service experience for residents, families, visitors, and guests throughout the skilled nursing facility. This position serves as a key point of connection between residents, their loved ones, and facility departments, ensuring that residents feel welcomed, valued, heard, and cared for. In this role, you will coordinate communication, manage office tasks, and respond to inquiries with professionalism and care. Bilingual communication skills are welcome.

Responsibilities

• Conduct routine rounds throughout the facility to check on residents and assess their overall satisfaction with their experience.
• Proactively identify service concerns and work with appropriate departments to ensure timely resolution.
• Follow up with residents to confirm that concerns have been addressed and expectations have been met.
• Serve as a customer service liaison for residents' family members, loved ones, and visitors.
• Ensure concerns are communicated to the appropriate department leaders and followed through to resolution.
• Assist with resident and family satisfaction initiatives, surveys, and customer service improvement programs.
• Maintain confidentiality and adhere to HIPAA and facility privacy policies.
• Support special events, family engagement activities, and facility-wide hospitality initiatives.
• Perform other duties as assigned by facility leadership.

Experience

• Previous experience in customer service, hospitality, healthcare, senior living, or a long-term care environment preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build relationships with residents, families, and employees.
• Strong organizational and follow-up skills.
• Personal assistant experience and bilingual abilities are welcome; a customer-focused approach is essential.
• Knowledge of HIPAA and resident rights preferred.

Pay: $18.00 - $24.00 per hour

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person