Resident & Family Experience Coordinator | Permanent Full-Time
About the role
If you’re passionate about being a part of a team that is, committed to the
Team Member Experience and driven by innovation and growth, then join us!
The Resident & Family Experience Coordinator I, is a critical role within our
communities as it impacts the lives of residents and ignites the warmth of
human connection.
As a Resident & Family Experience Coordinator I, your typical day will impact the following ways:
• Leads the resident move in, transfer, and move out process in accordance with the organization’s move in experience standards to include: facilitation of the application
process including assistance to access financial supports as required, tours, introducing the resident/family/substitute decision maker (SDM) to the community and its operations, assists and supports resident/family/SDM with adjusting to living in long term care
• Responsible for response, correspondence & tracking of feedback received in the resident home area/neighbourhood to ensure they are addressed in a timely manner and receive satisfactory outcomes
• Responsible for providing reporting and analysis, feedback received to Leadership & Quality Committee
• Collaborates with departmental leaders to provide coaching and direction to resident home area/neighbourhood teams as needed in the provision of exemplary service excellence and hospitality to support the resident and family experience
• Accountable for resident care conference execution
• Takes a lead role in facilitation of resident & family satisfaction surveys and acts on results to improve satisfaction with care and service delivery
• Takes a lead role in collaboration with the Director of Resident Programs (as needed) to ensure supports to Resident & Family Councils and follow up with action items
Must haves:
• College Diploma, University degree, or equivalent experience
• Minimum of three years’ experience in healthcare, seniors’ living, or related sector
• Knowledge of the Long Term Care Act & Regulations preferred
• Customer service related experience an asset
• Hospitality and/or sales related experience an asset
• Strong oral and written communication skills required
• Ability to organize, plan, and delegate responsibilities
Act upon your desire to help others and Join Sienna Senior Living as we continue to enhance the lives of those we serve.
Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.
About Sienna Senior Living
At Sienna Senior Living, our Purpose is to cultivate happiness in daily life. Our work does not stop at providing the highest quality of service and care to our residents - it goes much further. Each and every day, we strive to bring happiness into our residents’ lives by enabling our team to put their passion for their work into action and supporting families to bring joy into our homes.
Sienna is one of Canada’s largest owners and operators of senior living options, with 93 high-quality residences in key markets in Ontario, British Columbia, Alberta and Saskatchewan. We offer independent living, assisted living and memory care under our Aspira retirement brand, as well as long-term care, specialized programs and services, and expert management services. Our approximately 12,000 team members are committed to helping residents discover happiness through personalization, choice and community engagement in a comfortable, home-like setting.
Our aim is to consistently create a positive resident experience, along with a high-performing team and workplace culture that are driven by shared Values and a commitment to innovation and excellence. As leaders in the sector, we leverage technology and best practices to constantly set new benchmarks for quality. At the same time, we never lose sight of our vision— to be Canada’s most trusted and most loved senior living provider.
Resident & Family Experience Coordinator | Permanent Full-Time
About the role
If you’re passionate about being a part of a team that is, committed to the
Team Member Experience and driven by innovation and growth, then join us!
The Resident & Family Experience Coordinator I, is a critical role within our
communities as it impacts the lives of residents and ignites the warmth of
human connection.
As a Resident & Family Experience Coordinator I, your typical day will impact the following ways:
• Leads the resident move in, transfer, and move out process in accordance with the organization’s move in experience standards to include: facilitation of the application
process including assistance to access financial supports as required, tours, introducing the resident/family/substitute decision maker (SDM) to the community and its operations, assists and supports resident/family/SDM with adjusting to living in long term care
• Responsible for response, correspondence & tracking of feedback received in the resident home area/neighbourhood to ensure they are addressed in a timely manner and receive satisfactory outcomes
• Responsible for providing reporting and analysis, feedback received to Leadership & Quality Committee
• Collaborates with departmental leaders to provide coaching and direction to resident home area/neighbourhood teams as needed in the provision of exemplary service excellence and hospitality to support the resident and family experience
• Accountable for resident care conference execution
• Takes a lead role in facilitation of resident & family satisfaction surveys and acts on results to improve satisfaction with care and service delivery
• Takes a lead role in collaboration with the Director of Resident Programs (as needed) to ensure supports to Resident & Family Councils and follow up with action items
Must haves:
• College Diploma, University degree, or equivalent experience
• Minimum of three years’ experience in healthcare, seniors’ living, or related sector
• Knowledge of the Long Term Care Act & Regulations preferred
• Customer service related experience an asset
• Hospitality and/or sales related experience an asset
• Strong oral and written communication skills required
• Ability to organize, plan, and delegate responsibilities
Act upon your desire to help others and Join Sienna Senior Living as we continue to enhance the lives of those we serve.
Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.
About Sienna Senior Living
At Sienna Senior Living, our Purpose is to cultivate happiness in daily life. Our work does not stop at providing the highest quality of service and care to our residents - it goes much further. Each and every day, we strive to bring happiness into our residents’ lives by enabling our team to put their passion for their work into action and supporting families to bring joy into our homes.
Sienna is one of Canada’s largest owners and operators of senior living options, with 93 high-quality residences in key markets in Ontario, British Columbia, Alberta and Saskatchewan. We offer independent living, assisted living and memory care under our Aspira retirement brand, as well as long-term care, specialized programs and services, and expert management services. Our approximately 12,000 team members are committed to helping residents discover happiness through personalization, choice and community engagement in a comfortable, home-like setting.
Our aim is to consistently create a positive resident experience, along with a high-performing team and workplace culture that are driven by shared Values and a commitment to innovation and excellence. As leaders in the sector, we leverage technology and best practices to constantly set new benchmarks for quality. At the same time, we never lose sight of our vision— to be Canada’s most trusted and most loved senior living provider.