Community Concierge Navigator

Heritage Pointe is excited to fill this Full time role at our Fort Wayne Indiana location! The Community Concierge Navigator will serve as primary point of contact for our villa residents facilitating day-to-day conveniences and responsible for enhancing residents daily living experience by providing a wide range of assistance from personal requests to coordinating community activities and external services. The ideal candidate will have a working knowledge of Medicaid and Medicare to help residents navigate their healthcare options. The concierge ensures that residents feel supported safe and engaged by fostering a welcoming environment and addressing needs promptly. This position requires patience empathy and excellent customer service skills tailored to the needs of older is a GREAT opportunity to join our team of professionals.

Essential Job Functions

• Resident Engagement:
  • Greet residents and visitors warmly assisting with inquiries and requests.
  • Foster friendly welcoming atmosphere in the community.
  • Provide information about on-site activities local events and community resources.
• Personal Assistance:
  • Help residents with day-to-day tasks such as coordinating dry cleaning and managing package deliveries.
  • Assist residents in scheduling transportation appointments and personal services (e.g. housekeeping salon visits doctors appointments dining reservations).
  • Assist in organizing special events or outings for residents including social gatherings and recreational activities.
• Medicaid/Medicare Support:
  • Assist resident with resources to better understand Medicaid and Medicare services and options including benefits eligibility and enrollment processes.
  • Assist residents with navigating Medicaid/Medicare documentation and application processes working with internal or external specialists when necessary.
  • Liaise with healthcare providers insurance companies and other organizations as needed to ensure residents healthcare needs are addressed.

• Community Coordination:
  • Maintain a schedule of community events and assist residents in participating.
  • Help new residents acclimate to the community by providing tours and information about services and amenities.
  • Facilitate communication between residents and various departments within the community (maintenance housekeeping wellness services etc.).
• Problem Solving:
  • Address resident concerns or complaints in a professional compassionate manner.
  • Proactively identify ways to enhance the resident experience and promote a sense of community.
  • Coordinate with the management team to resolve any ongoing issues or emergencies.
• Administrative Duties:
  • Manage incoming calls messages and inquiries from residents.
  • Maintain records of resident requests and ensure timely follow-up.
  • Coordinate deliveries reservations and work orders for residents.
  • Prepare welcome packages itinerary documents or special surprises for VIP guests.

Skills and Qualifications

• Experience:
  • Prior experience in customer service hospitality or a concierge role is preferred.
  • Familiarity with Medicaid/Medicare processes including benefits eligibility and enrollment.
  • Experience working with older adults or in a retirement community is highly desirable.
• Skills:
  • Superior customer service skills.
  • Strong interpersonal and communication skills with a high level of empathy.
  • Ability to multitask prioritize and handle resident requests efficiently.
  • Problem-solving abilities with a focus on patience and attentiveness.
  • Basic proficiency with computer systems including resident management software and scheduling tools.
• Personal Qualities:
  • Warm approachable and friendly demeanor.
  • Patient and understanding especially when working with older adults.
  • Highly organized and detail oriented.
  • Discretion and professionalism especially when handling confidential or sensitive matters.

Working Conditions

• Hours may vary and can include weekends and evenings depending on the communitys needs.
• Requires standing or walking for extended periods.
• Interaction with residents may include assisting with minor physical tasks such as carrying packages or helping with mobility devices.

Qualified interested candidates are invited to submit their resume for a chance to join our team of dedicated healthcare professionals providing exceptional care!

Note

The statements contained herein are intended to describe the general nature and level of work being performed and are not to be construed as an exhaustive list of responsibilities duties or skills required of personnel. Furthermore this job description does not establish a contract for employment and is subject to change at the discretion of the employer.

Heritage Pointe (HP) is committed to the full inclusion of all qualified keeping with our commitment HP will take steps to ensure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact HR at .