Job Description

Encore Village is currently hiring for a full time Move-In Coordinator for Assisted Living.

Essential Duties and Responsibilities

Customer Experience & Onboarding

Serve as the primary guide for residents and families from application through move-in. Conduct thoughtful interviews with residents and families to understand personal needs, preferences, and concerns. Explain admission criteria and community offerings with empathy and clarity. Coordinate room readiness and welcome experiences so residents feel expected and cared for on arrival. Ensure all community departments (nursing, dining, housekeeping, lifestyle, maintenance) are prepared to receive each new resident. Follow up with residents and families post-move-in to confirm satisfaction and address concerns.

Admissions & Sales Support

Obtain and verify applications, medical, and financial information. Complete and process all admission forms and contracts. Enter resident information into EMR and CRM systems accurately and in a timely manner. Partner with Marketing and Admissions to ensure smooth transitions. Generate and conduct tours that showcase the community experience. Support census growth goals by maintaining relationships with lead sources and referral partners.

Service Recovery & Continuous Improvement

Investigate and resolve resident/family concerns with professionalism and care. Recommend improvements to policies, processes, or services that enhance resident satisfaction. Track move-in experience feedback and share insights with leadership to improve the customer journey.

Community Engagement

Represent the community at events, trade shows, and outreach opportunities. Contribute to the community's social media presence with positive resident stories and highlights. Build strong relationships with residents, families, referral sources, and staff to reinforce a culture of trust and care.

Knowledge, Skills, and Abilities

Exceptional verbal and written communication skills. High level of attention to detail. Strong interpersonal skills with a customer-first mindset. Excellent organizational and time management skills; able to balance multiple priorities. Demonstrated ability to listen actively and respond with empathy. Knowledge of EMR, CRM, and healthcare terminology preferred. Ability to anticipate needs and proactively enhance the resident/family journey.

Education and Experience

Minimum 2 years' experience in healthcare admissions, customer service, sales, or marketing. Bachelor's degree preferred.

Work Environment & Expectations

Flexible schedule to meet the needs of residents and families. Familiarity with all levels of care: Independent Living, Assisted Living, Memory Care, Skilled Nursing, Rehabilitation, and Long-Term Care. Ability to lift up to 20 lbs; frequent walking, standing, bending, and typing required.

Performance Expectations

Uphold Encore Village's mission, vision, and values in all resident and family interactions. Anticipate and address needs with warmth, compassion, and professionalism. Protect confidentiality and ensure compliance with HIPAA. Contribute to a

welcoming culture where residents feel safe, connected, and valued.

Actively seek opportunities to improve services and elevate the customer experience.

This organization does not discriminate in hiring or employment on the basis of ancestry, race, color, religion, national origin, sex, sexual orientation, age, military status, veteran status, or disability. No question on the application is intended to secure information to be used for such discrimination. This application will be given every consideration, however its receipt does not imply employment for the applicant.