Reporting To: Unit Manager
Supervises: Not Applicable (Individual Contributor Role)
Role Purpose
To manage and enhance the overall resident and family experience within the assisted living facility while supporting occupancy growth by converting enquiry leads into admissions through effective centre tours, relationship building, and clear communication of services and amenities.
Key Responsibilities
1.Lead Management & Conversion
- Handle walk-in, referral, and enquiry lead in coordination with the admissions and marketing teams.
- Conduct structured centre tours for prospective residents and families.
- Explain assisted living services, care models, amenities, safety features, and lifestyle offerings.
- Address queries, clarify concerns, and build trust to support lead-to-admission conversion.
- Maintain accurate lead follow-up records and update CRM systems.
- Track conversion metrics and share periodic reports with the Unit Manager.
2. Resident Onboarding & Transitions
- Coordinate smooth onboarding and orientation for recent residents and families.
- Support room changes, care transitions, temporary leaves, and exits.
- Ensure accurate communication and documentation during admissions and discharges.
3. Resident & Family Engagement
- Serve as the primary liaison between residents, families, and facility management.
- Build strong, empathetic relationships with residents and their families.
- Conduct regular check-ins to understand resident needs, preferences, and concerns.
- Coordinate and facilitate resident and family meetings.
4. Grievance Management & Service Recovery
- Receive, document, and resolve resident and family complaints in a timely manner.
- Escalate critical concerns to the Unit Manager and ensure closure.
- Implement service recovery actions to maintain high satisfaction levels.
5. Experience & Engagement Programs
- Collaborate with Wellness, Nursing, Dining, and Operations teams to enhance reside