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Resident Ambassador

Department: Administration
Location: Louisville, KY

The Resident Ambassador is responsible for orientating residents, families and/or responsible parties to the skilled nursing center by completing the admission contract; educating them on the centerís policies and potential financial obligations; and serving as a customer service contact who identifies and addresses patient concerns in accordance with customer service protocols. The Resident Ambassador works closely with the Central Intake, Sales and Marketing, Business Office, Clinical Operations and Operations departments to offer residents, families and/or responsible parties an informative orientation to the center, prevent customer dissatisfaction, and address resident concerns related to admissions and throughout the residentís stay at the center.

To be considered for this position, please follow this link and complete our Employee Assessment!

Essential Functions:

  • Serves as an admissions expert and reviews potential financial obligations or solutions to residents, families, and/or responsible parties. 
  • Coordinates and executes a flexible schedule of timely admission contract signing, in accordance with Providence protocol.  
  • Possesses excellent customer service skills, particularly in sensitive or stressful situations 
  • Collaborates with Central Intake Department staff and other staff throughout the organization regarding admissions processes, policies and best practices. 
  • Understands and can explain in laymanís terms pay sources and financial obligations related to an inpatient skilled nursing or long-term care stay.  
  • Must possess a working knowledge of Medicare, Medicaid, and Managed Care insurance programs as related to nursing home admissions and reimbursement. 
  • Maintains a working knowledge of Federal and State regulations related to admissions. 
  • Exchanges ideas, information and messages readily and effectively, both in oral and written form, as required by the job. 
  • Observes confidential nature of patient and/or organizational business. 
  • Identifies potential problems, issues or customer satisfaction issues; intervenes appropriately and escalates to supervisor as needed. 

Position Requirements: 

  • Frequent local travel to various skilled nursing centers, hospitals and resident or responsible partyís homes.
  • Absolute and complete professionalism and confidentiality continually maintained.
  • Flexibility and adaptability.
  • Must possess exceptional organizational and communication skills.
  • Must demonstrate the ability to relate positively, effectively, and appropriately with residents, families, community members, volunteers, and other facility staff members.
  • A special interest in working with long-term residents and the elderly is preferred.
  • Working knowledge of office machines, such as copiers, scanners, faxes, phone systems, etc.
  • General computer literacy and good knowledge of Microsoft Outlook, Excel, Word, and Google
  • Must have excellent attention to detail.
  • Must attend and participate in continuing education programs and all mandatory in-services.
  • Must be in good general health and demonstrate emotional stability.

Education: High School Education or Bachelorís Degree. 

Experience: Must have a minimum of two (2) year supervised Admissions or Business Office experience within a Long-Term Care setting. 

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