Customer Experience Coordinator-GNA

At FutureCare our Customer Experience Coordinator-GNA is a solid contributor to the daily operation of the nursing unit. They are skilled in handling clerical and administrative tasks, can multitask, and manage their time effectively.  Reporting to the Nurse Manager, the ideal candidate we seek will promote an organized and positive culture while focusing on delivering the highest standards of excellence in service.

Voted 13 years in a row in The Baltimore Sun as a “Top Workplace” and recognized in US Newsweek’s publication as “Best Nursing Homes”, FutureCare stands out as a leader in managing health care across a continuum of care. We are known for recognizing hard work and dedication and reward our team members for their compassion and care. We also offer a Competitive Salary, Excellent Benefits Package, Flex/Advance Pay, Paid Time Off, Employee Assistance Plan, Tuition Assistance, Career Growth Ladder, Referral Bonus Program, and a matching 401K Plan.

***Salary Range $19.25-$22.42/HR***

Salary Disclosure Statement

The salary mentioned above reflects the potential base pay range for this role. Bonuses or other incentives (if applicable) are offered separately. Offers will consider such factors as overall experience, job-related qualifications, location, certifications/training, etc.

#ZIP

• Listen to and investigate concerns, complaints, and grievances from residents and/or their families and work with staff to resolve them in a timely and respectful manner.
• Ensure residents understand their rights and help them navigate healthcare services and facility policies.
• Monitor resident satisfaction through regular rounds, surveys, or feedback mechanisms and report findings to administration. Help support the Ambassador program.
• Provide education and support to residents and families regarding care plans, facility services, and long-term care options.
• Collaborate with nursing, administrative, and social work teams to ensure personalized, resident-centered care.
• Maintain confidentiality and accurate documentation of all resident interactions and issues.
• Advocate for residents during care planning and discharge meetings when appropriate.
• Assist residents, visitors and staff as appropriate
• Answers call lights and relay messages to Charge Nurse/GNA as appropriate
• Abide by the standards identified in FutureCare’s Statement of Corporate Ethics and the Corporate Compliance Plan

• High School Diploma or GED equivalent
• Active GNA certification highly preferred
• 1 or more years’ experience in a skilled nursing facility a plus
• Previous experience with Microsoft Office Suite
• Ability to use discretion in handling confidential information
• Ability to interact with others in a considerate, helpful, courteous manner
• Demonstrate effective interpersonal communication with all facility staff, residents and visiting family members      
• Maintain a professional attitude and present a neat appearance in appropriate dress and identification at all times

Equal Opportunity Employer 

FutureCare has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, pregnancy, age, religion, national origin, citizenship, marital status, sexual orientation, gender identity, gender expression, physical or mental disability, military or veteran status, or any other characteristic protected by law. We actively promote equality of opportunity for all and welcome all applications.