Director of Concierge Services

Imperial, a Villa Center is seeking a Director of Concierge Services to join their team! The Director of Concierge Services oversees all Concierge operations within the facility, ensuring an exceptional resident and family experience from admission through discharge. This role serves as the primary leader for resident service coordination, bed management, satisfaction initiatives, and customer service standards, while supervising the Concierge team and collaborating closely with the Interdisciplinary Team (IDT), Admissions, Nursing, and Administration to ensure high levels of service quality, regulatory compliance, and operational efficiency.

Don't miss out on this incredible opportunity to join the Villa Healthcare team and make a real difference in the lives of others. Apply today and take the first step towards a rewarding career as a Director of Concierge Services with us at a Villa Center.

• Provide leadership, supervision, training, mentoring, and performance management for Concierge staff.
• Monitor customer service standards and implement improvements to enhance resident and family experience.
• Participate in the interview and selection process for key positions.
• Participate in training programs and assist in orientation of new staff.
• Receive and handle employee complaints, involving the HR designee.
• Ensure welcoming, organized admission experiences for residents and families.
• Support tours and assist with securing new admissions.
• Maintain frequent communication with residents and families during initial adjustment periods.
• Partner with the Administrator on service recovery and satisfaction initiatives.
• Lead resident and family survey distribution, tracking, and quality‑improvement follow‑up.
• Oversee bed assignments, census accuracy, and daily reconciliation in Point Click Care .
• Manage census worksheets and ensure accurate medical record creation.
• Audit payer, demographic, and admission data for accuracy and completeness.
• Ensure resident agreements are completed within required timelines.
• Collaborate closely with IDT, Nursing, Admissions, Social Services, and Administration.
• Participate in daily stand‑up meetings, present concerns, and ensure timely follow‑through.
• Coordinate transportation and assist with rounds as needed.
• Ensure compliance with state and federal background check requirements.
• Oversee RESIDE workflows for accuracy and regulatory compliance.
• Ensure adherence to company policies, procedures, and service standards.
• Maintain a professional, welcoming environment for residents, families, and visitors.
• Support the Administrator with special projects.
• Perform all other duties, as assigned.

• Ability to manage and supervise nursing staff.
• Ability to make independent decisions.
• Ability to read, write, speak and understand English.
• Strong organizational and time‑management ability.
• Strong leadership and communication skills.
• High level of PC literacy preferred (Microsoft Office Suite: MS Word, MS Access, MS Excel, E‑Mail, Outlook, Internet Explorer).
• Team oriented and cooperative.

• Bachelor’s degree or equivalent, preferred.
• At least 2 to 3 years prior skilled nursing facility admissions experience.
• Leadership or supervisory experience strongly preferred.
• Proficiency in Point Click Care  and RESIDE preferred.
• State Certified Nursing Assistant License/Certification, preferred.

• Walking, reaching, bending, lifting, extended sitting, grasping, fine hand coordination, pushing and pulling, ability to distinguish smells and temperatures, all with or without the aid of mechanical devices is required.
• Limited potential for exposure to environmental hazards. Understanding and adherence to company safety standards and protocols required.
• Meet all health requirements as needed.
• Dialogue concerning ADA reasonable accommodations are always available upon request – i.e. the interactive process.

• Daily Pay & Competitive Compensation
• 401(k) with company match
• Medical Insurance
• Dental, Vision, and Disability insurance
• Employee…