Residential Living Welcome Coordinator

Job Summary: 

The Residential Living Welcome Center Coordinator leverages advanced computer skills to efficiently manage and update resident information in the CRM and PCC databases, ensuring data integrity. This role serves as the first point of contact for prospective residents and their families, delivering exceptional customer service through effective management of inquiries received by phone, website, and walk-ins. The coordinator excels in time management by handling multiple tasks simultaneously, including directing inquiries to Residential Living Counselors, distributing marketing materials, preparing marketing reports, and assisting with Fob setup. As office manager, they provide essential administrative support to the Residential Living team and assist with tours as a backup for the Director of Residential Living Counseling and Residential Living Counselors. Additionally, this position provides backup support to the Director of the Nursing and Personal Care Welcome Center by temporarily answering phones and conducting tours when necessary. The coordinator also contributes to planning and executing marketing events, all while maintaining a positive, organized environment and meeting deadlines. 

Job Duties/Responsibilities: 

• Provides administrative, reception and clerical  support to members of the Residential Living Welcome Center and Mount Joy Country Homes’ Welcome Center, such as: 

  • Keeps the Residential Living Welcome Center neat & organized in order to maintain a good first impression 

  • Ordering & stocking of office supplies.  Ordering, stocking & collaborating with various staff for collateral and sales material 

  • Coordinates scheduling of appointments and tours for prospective residents of Residential Living 

  • Manages the overall integrity of data in the CRM database including, but not limited to, prospective resident information files related to Residential Living Welcome Center and Mount Joy Country Homes 

  • Generates reports from the CRM database 

  • Inputs initial resident data to the PCC (AOD) system for all residential  move-ins.  

  • Maintains daily census report and resident room roster 

  • Oversees and monitors internal tracking of all inquiries, move-ins and referral source information 

  • Maintains, prepares and distributes statistical information in a monthly or annual marketing report or as needed 

    • Assists with events planning and execution at the direction of the Events Manager and or  Senior Director of Marketing 

  • Serves as a primary backup for the Director of Residential Living Counseling and Residential Living Counselor for supporting move-ins such as assisting families/residents in completing the application and or move-in paperwork.  Also stocks & assembles Residential welcome [move-in] packets 

  • Provide backup support to the Director of the Nursing and Personal Care Welcome Center by temporarily answering phones and conducting tours when necessary. 

• Serves as the initial contact to the referral, pre-welcome and welcome processes for Residential Living at Messiah Village and MJCH, including the handling of customer service inquiries and requests, complaints, problems and other customer-related issues. 

• Meets and greets prospective residents and functions as receptionist for the Residential Living Welcome Center 

  • Processes inquiries to maximize customer service, the matching of prospective [future] resident needs with Messiah Lifeways services and the efficient operation of the Welcome Center including pre-application screening. 

  • Assembles, distributes and mails collaterals and sales materials with personal correspondence to face-to-face, phone, web-based and email inquiries for the Residential Living Welcome Center and Mount Joy Country Homes Welcome Center 

• Assists Administration, Pathways Institute and Development as needed by providing mail forwarding labels and mail lists of Residential Living Prospects  for a variety of mailings.  Serves as back up to Marketing when they require mailing list data for various on campus events, and communications 

• Collaborates with Residential Living Welcome Center team to ensure appropriate response times are maintained and follow up meets or exceeds established and approved move-in guidelines 

• Works directly with the  Residential Living Welcome Team to assist with CRM/PCC entry and move in process for new residents,  maintaining of resident information, and distribution of welcome bag placed in residences.  Assists with Fob set up & accounts for residential living residents 

• Assists with coordination of new residents' choices in setting up the unit, works with the Director of Construction Services to determine the cost of upgrades, additions, etc., arranging for cable TV service, and any other needs during the moving-in process 

•  Provide backup support  in selecting floor covering, lighting, appliance upgrades, and other decisions related to the sales and move-in process 

• Will maintain Information regarding residents and employees  in strict confidence, as well as other information pertaining to the business and operations of Messiah Lifeways 

• Follows emergency procedures and responds rapidly and appropriately to emergencies ensuring the safety of the residents and staff 

•  Follows proper procedures and promotes safe work practices in order to maintain a safe working environment 

•  Additional duties and tasks as assigned by the Director of Residential Living Counseling and Director of Residential Living Welcome Centers. 

•  Actively contributes to the overall health of the Residential Living Welcome Center Team 

•  Effectively manages multiple projects to completion consistent with the goals and objectives of the Residential Living Welcome Center 

•  Assists with collecting deposits and payments and ensures information is distributed to Fiscal Services 

• Assists with performing a comprehensive competitive analysis on residential living at least once per year, summarizing recommendations in a report to the Executive team and provides ongoing trend and new product updates 

• Will provide administrative, marketing and sales support of any Residential Living expansion projects. 

Required Skills/Abilities: 

• Exceptional and welcoming interpersonal skills with a dedication to outstanding customer service 

• Possess excellent organizational, time management and problem solving skills 

• Enthusiasm for working with older adults 

• Must be a strong team player that facilitates the achievement of organizational and departmental goals 

• Proficiency in Google Sheets, Docs, Slides & Excel, ideally with working knowledge of database systems 

• Competent working knowledge of English composition, rules of spelling, grammar, punctuation, and techniques in letter writing 

• Possesses exceptional customer service and hospitality skills including, but not limited to, sales, communication, organizational, telephone and reception skills 

• Ability to coordinate schedules, meetings with prospective clients, and provide administrative support for members of the Residential Living Welcome Center 

• Demonstrated proficiency to browse the web to locate work-related information 

Education/Experience: 

• Bachelor’s degree or equivalent Executive Assistant experience, preferably with retirement communities 

• Previous secretarial / administrative support training and experience necessary-including excellent verbal and communication skills