Director of Customer Experience - Hobart, United States - Casa of Hobart

Casa of Hobart

Verified Company

Hobart, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Director of Customer Experience
Position Description

Customer Service is responsible for monitoring all aspects of guest experience and provide actionable information to the Regional Director and facility management regarding enhancements to the overall operation effectiveness of the facility.

The Director of Customer Experience will also work directly with Business Development as well with Hospital Liaison to ensure our guests a smooth admission.

Reports directly to the facility Administrator.

Job Description/Responsibilities

The following statements are intended as a general summary of the duties of the position and are not all inclusive.

Other duties may be assigned at the discretion of the Administrator.

Assist Admissions Director
Complete Daily Census and update in PCC
Send Hospital Liaison Bed Availability
Alert building management of incoming admissions (DON, ADON, Admin, RNC, SW, Housekeeping etc.
Room Readiness
Cover Admissions as needed
Greet all new admissions and their families upon arrival
Follow up on shortterm and longterm residents/residents' family members to assess satisfaction from the customer service standpoint and report any needs that require management attention
Complete facility survey within 72 hours of admission for short term residents and 30, 60 & 90days surveys for long term residents
Conducts followup phone calls to the facility's hospitalized residents and discharged residents/residents' family members to obtain updates, feedback and complete discharge surveys when needed
Complete facility tours
Completes daily observation of staff customer service and provide training as needed
Improve customer service experience, create engaged customers and facilitate growth
Take ownership of customers issues and follow problems through to resolution

Experience Requirements

Previous Experience in Longterm care, skilled Nursing Facility or Senior Living preferred
CNA, QMA, MA preferred
Strong personnel managerial and coaching skills
Experience in providing customer service support.
Computer proficient
Effectve and professional oral and written communication
Compassionate and empathetic personality
Highschool Diploma required
College or hospitality degree preferred

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