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Resident Experience Manager
2 months ago
About the Role
We are seeking a highly skilled and compassionate individual to join our team as a Care Concierge at NTUC Health. As a Care Concierge, you will play a vital role in ensuring that our residents receive the highest level of care and service.
Key Responsibilities
- Act as the primary point of contact for next-of-kin of our nursing home residents, providing exceptional customer service and support.
- Engage with caregivers and residents at the pre-admission stage to address concerns and anxieties, and to better understand their specific needs.
- Conduct pre-admission counseling sessions to educate caregivers on our services, fees, and philosophy of care.
- Receive residents on the day of admission, conduct orientation, and ensure a smooth transition to our facility.
- Actively engage with residents and caregivers throughout their stay, addressing concerns and working collaboratively with our multidisciplinary care team.
- Participate in patient-centered care planning, providing relevant information on residents' social background, preferences, and habits.
Service Quality and Excellence
- Develop and maintain touchpoints for the resident journey, ensuring a seamless experience from pre-admission to discharge.
- Assist in measuring and monitoring customer satisfaction through focus groups, audits, and surveys.
- Support the implementation of internal and external service recognition programs and events.
- Provide input on service gaps and propose initiatives for continuous improvement.
Requirements
- Recognized diploma or degree in a relevant field.
- At least two years of work experience, preferably in a role requiring interaction with diverse people.
- Knowledge of geriatrics or experience caring for the elderly is an added advantage.
- Proficiency in multiple local spoken languages or dialects is beneficial.
- People-oriented, willing to work on the ground, and able to appreciate the perspectives of others.
What We Offer
As a Care Concierge at NTUC Health, you will have the opportunity to make a meaningful difference in the lives of our residents and their families. If you are a compassionate and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this role.
