Customer Journey Experience

• Act as the main liaison and point of contact (Care Concierge) for next-of-kin of our nursing home residents. 
• Engage caregivers and residents at the pre-admission stage to address any concerns or anxieties and to better understand the specific needs of the resident.  
• Conduct pre-admission counselling sessions to help caregivers understand the fees, services provided, philosophy of care, living conditions and expectations of residents and next of kin.              
• Receive the resident on the day of admission, conduct orientation and ensure that the resident settles in well to the new environment. 
• Actively engage residents and caregivers throughout the period of stay and address any concerns that may arise by working together with the multidisciplinary care team.
• Be involved in multidisciplinary discussions as part of patient-centered/directed care planning by providing relevant information of residents’ social background, preferences and habits.  

Service Quality 

• Help to develop and maintain important touchpoints for the resident journey from pre-admission to discharge.
• Assist in the measuring and monitoring of customer satisfaction via residents focus groups, periodic audits, residents satisfaction surveys, etc.                                                                                                  
• Assist the manager in implementation of internal and external service recognition programs and events e.g. annual Service Excellence Award.
• Provide inputs during team meetings on service gaps based on the feedback received and propose service initiatives and training programmes for continuous improvements.

• Recognized diploma or degree,
• At least two years of work experience, preferably requiring interaction with a diversity of people
• Knowledge of  geriatrics or experience caring for the elderly (eg; being a caregiver or volunteering) an added advantage
• People-oriented, willing to work the ground