Resident Experience Manager

Position Overview

Riverside Heights Healthcare Center is seeking an experienced and compassionate Resident Experience Manager to lead initiatives that enhance the overall experience of residents and their families. This fully remote leadership role oversees non-clinical resident engagement, family communication, service quality initiatives, feedback management, and administrative coordination. The Resident Experience Manager works collaboratively with operational teams to ensure every resident receives responsive, respectful, and personalized service throughout their stay.

The ideal candidate is a proactive leader with exceptional communication skills, strong organizational abilities, and a passion for improving the resident and family experience within a healthcare environment.

Key Responsibilities

Resident Experience Leadership

• Develop and oversee programs that promote resident satisfaction and engagement.
• Monitor the overall resident experience and identify opportunities to improve service quality.
• Lead initiatives that strengthen relationships with residents and their families.
• Promote a culture centered on compassion, respect, and exceptional customer service.

Family \& Resident Relations

• Serve as the primary non-clinical escalation point for resident and family concerns.
• Ensure timely communication regarding non-medical questions, services, and administrative processes.
• Coordinate follow-up activities to address resident and family feedback.
• Foster positive relationships through proactive communication and ongoing support.

Operational Coordination

• Collaborate with admissions, resident services, activities, dietary, social services, and administrative departments to improve the resident experience.
• Monitor service requests and ensure timely administrative follow-up.
• Support resident onboarding, transitions, and orientation processes.
• Assist with the development of resident communication materials and educational resources.

Quality \& Performance

• Track resident satisfaction metrics, survey results, and service quality indicators.
• Prepare reports summarizing trends, recommendations, and improvement opportunities.
• Lead continuous improvement initiatives that enhance resident engagement and operational efficiency.
• Ensure documentation related to resident experience activities is accurate and well maintained.

Team Leadership

• Coach and mentor resident support personnel on customer service best practices.
• Facilitate virtual meetings, training sessions, and service improvement discussions.
• Encourage collaboration across departments to improve the overall resident journey.
• Support organizational initiatives that promote employee engagement and service excellence.

Qualifications

Required

• Bachelor's degree in Healthcare Administration, Business Administration, Communications, Hospitality Management, Public Health, or a related field, or equivalent combination of education and experience.
• Minimum 3 years of experience in healthcare administration, resident services, patient experience, customer service leadership, hospitality management, senior living, or operations management.
• Previous supervisory or management experience.
• Excellent verbal, written, and interpersonal communication skills.
• Strong leadership, organizational, and problem-solving abilities.
• Ability to manage multiple priorities while maintaining a high level of professionalism.
• Proficiency with Microsoft Office, Google Workspace, CRM platforms, reporting tools, and web-based collaboration software.

Preferred

• Experience working in skilled nursing, rehabilitation, assisted living, long-term care, healthcare administration, or senior living.
• Familiarity with resident satisfaction programs, quality improvement initiatives, and service excellence strategies.
• Experience using electronic healthcare administration systems or customer relationship management platforms.
• Previous experience leading remote or hybrid teams.

Core Competencies

• Leadership
• Resident experience management
• Family relations
• Customer service excellence
• Team development
• Communication
• Conflict resolution
• Operational coordination
• Process improvement
• Data analysis and reporting

Pay: $26\.80 - $32\.27 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance

Work Location: Remote