Position Title: Residency Coordinator

Department: Assisted Living & Memory Care

Exempt Status: Exempt

Supervisor: Assisted Living Administrator

General Summary

The Residency Coordinator works in accordance with established policies and procedures of the community with specific instruction from the Assisted Living Administrator. The Residency Coordinator provides support for all aspects of the marketing and sales effort and provides coordination of move-ins as well as transfers. This primarily includes establishing relationships with leads (from HC, IL or the greater community), and evaluating their needs. Partnering with the AL/MC Leadership team to ensure compliance with OARs for the move in process. This also includes coordinating events, completing reports, serving in a hospitality and customer service role, and contributing to social media platforms.

Principal Duties

Essential Job Duties:

Responsible to support the marketing team in its efforts to meet the community's sales and occupancy levels in accordance with the marketing plan.
Greets and serves all visitors to the marketing office in accordance with the Life Care Services Extraordinary Impressions program.
Assists in the planning of Dallas Retirement Village community marketing events and attends community outreach and networking events as directed.
Processes all move ins, and transfers and associated documentation (financial approval, evaluation/care approval, coordinates with RCC B to ensure all OAR move in requirements are met).
Utilizes Salesforce software effectively by promptly inputting data and using the system to manage the lead base and community sales.
Manages the office by tracking inventory and ordering office supplies, collateral, and other printed materials within the approved budget.
Maintains and updates the schedules including events & appointments.
Contributes to social media communications and platforms along with other digital responsibilities as assigned, taking active role in the community's social media strategy.
Uses Publisher and other graphic design programs or software and collaboratively works with other marketing staff to coordinate and create the marketing newsletter.
Uses applications to create marketing video messages, video tours and presentations.
Redirects residents to appropriate contact for questions, comments or concerns.
Prepares and makes available marketing materials in specified locations for evenings and weekend visitors in conjunction with the direct supervisor.
Prepares move in documentation and internal communication timely and accurately.
Serves as the primary contact with the future resident regarding move-in dates and details surrounding the move-in.
Interacts with other departments to ensure that accommodations are properly prepared for each move-in and to keep all pertinent parties apprised of move-in dates and possible adjustments.
Updates as needed the move-in packet.
Understands and articulately represents all documents related to residency, including Residence Agreements, Disclosure Statements, Resident Handbooks, etc.
Assumes responsibilities for personal work areas, lobbies and common areas throughout the community and maintaining them in a presentable manner.
Works closely with residents and family members/representatives as well as key influencers during the transition process to facilitate a timely and beneficial commitment to the community, and to advocate for residents to ensure a smooth transition and peace of mind for the residents and family members/representatives. This includes frequent personal contact with the prospective resident/inquiry and family members, including but not limited to telephone calls, home or office visits, and tours as appropriate.
Works directly with new residents, to nurture and assist them in adjusting to and learning how to maneuver around their new environment for optimal resident satisfaction.
Provides feedback to community leadership regarding information learned through the move-in process that can impact strategies to grow occupancy.
Abides by company policies, procedures and guidelines, including the Dallas Retirement VillagePersonnel Information Handbook.
Staffs the office to meet business needs which may include occasional evenings, weekends and holidays.
Maintains a professional appearance at all times.
Other duties as assigned by the Assisted Living Administrator.

Other Duties

Assists in maintaining a high level of customer satisfaction for our residents and their guests.
Assists in maintaining daily, weekly and monthly statistical information as required.
Maintains good working relations with employees; illustrates leadership to promote unity of effort, group pride, harmony and teamwork.
Attends in-service training and education sessions as assigned.

Performs specific work duties and responsibilities as assigned by supervisor.

Hospitality Focus

Dallas Retirement Village fully embraces a culture of hospitality. To that end, we include the following hospitality promises as a guide for our interpersonal interactions with residents, co-workers, and guests:

We greet residents, employees and guests warmly, by name and with a smile.
We treat everyone with courteous respect.
We strive to anticipate resident, employee and guest needs and act accordingly.
We listen and respond enthusiastically in a timely manner.
We hold ourselves and one another accountable.
We embrace and value our differences.
We make residents, employees and guests feel important.
We ask "Is there anything else I can do for you?"
We maintain high levels of professionalism, both in conduct and appearance, at all times.
We pay attention to details.

Wellness Focus

Dallas Retirement Village employees are expected to promote a healthy community culture for all residents and employees. This is a whole-person approach to health and wellness which includes eight dimensions of wellness: Emotional, Environmental, Health Services, Intellectual, Physical, Social, Spiritual and Vocational. Through these efforts we can ensure and exceed residents' wellness needs relating to their mind, body and soul, which may also have a positive effect on the employees, as a result.

Qualifications

Must possess a high school diploma, or equivalency; some college courses or trade experience is preferred.
Experience in customer service or hospitality environment is required. Experience in healthcare, retirement housing, residents with Alzheimer's disease or assisted living is beneficial.
Management of social media communications and platforms preferred.
Experience with graphic design and video technology preferred.
Interest and/or experience in photography beneficial.
Must be able to generate a warm, friendly and caring manner on first impression.
Must be able to work independently and be self-motivated.
Must possess strong multi-tasking and organizational skills.
Must possess effective interpersonal communication skills, as well as the ability to deal tactfully and pleasantly with residents, families, community resources, visitors, and general public.
Must be comfortable demonstrating and communicating empathy.
Must demonstrate excellent verbal and written communication skills, and have the ability to communicate and present in person, in writing, and on the telephone effectively with both large and small groups in English.
Must be familiar with and adhere to guidelines related to the Fair Housing Act (FHA) and the Americans with Disabilities Act (ADA) regulations in all aspects of the job including sales presentations and marketing materials.
Skilled in a Windows-based computing environment including email and Microsoft Office, productivity software.
Must have a valid driver's license.
Ability to perform simple arithmetic.
Ability to communicate with, understand, empathize with, work with and be tolerant of residents, families, visitors, peers, supervisors, and subordinates.

Physical Requirements/Working Conditions

May be exposed to high-pressure emotional circumstances. Sits, stands, bends, lifts, moves and walks throughout the day. Frequent bending, reaching and stooping. Will be exposed to moderate noise levels. Must be able to lift and carry up to fifty (30) lbs. independently and throughout the workday. May be required to work after regular work hours, or holidays or weekends. May be required to work on shifts other than the shift initially hired to work. May be exposed to communicable diseases including the HIV and HBV viruses, unpleasant odors, and combative behavior.

Dallas Retirement Village

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