Guest Services Liaison

Setting: Long-term care facility, with emphasis on short-term rehabilitation
Role purpose: Help short-term rehab patients and their families feel welcomed, informed, and supported from admission through discharge by coordinating service-related needs and connecting them with the appropriate staff.

• Welcome and orient new patients and families. Introduce key staff and services, explain how to get assistance, review facility routines and amenities, and provide approved written information in an accessible format.
• Check in with patients during their stay. Make routine rounds, ask about comfort and service needs, listen to concerns, and follow up to confirm that requests have reached the right department.
• Coordinate nonclinical service requests. Route requests about meals, housekeeping, room comfort, communication, or amenities to the appropriate staff and track unresolved issues through facility-approved processes.
• Support communication with families and caregivers. Help families identify the best contact for questions, relay nonclinical messages, and arrange conversations with nursing, therapy, social services, or other team members when requested.
• Help patients understand the rehab routine. Share approved information about schedules and facility processes, and direct questions about therapy plans, progress, symptoms, medications, or care decisions to licensed or responsible clinical staff.
• Support discharge preparation as directed by the care team. Help patients and families locate approved information, understand whom to contact with questions, and connect with the staff responsible for discharge planning.
• Respond to concerns and service complaints. Listen respectfully, acknowledge the concern, document and route it according to facility policy, promptly escalate urgent or unresolved matters, and follow up when appropriate.
• Promote respectful, person-centered service. Respect each patient’s preferences, dignity, privacy, culture, communication needs, and choice about family involvement, following facility policies.
• Maintain accurate service records. Document rounds, requests, referrals, follow-up, and feedback in the approved system, sharing information only with staff who need it to address the matter.
• Gather feedback and identify recurring service issues. Share trends with the supervisor and relevant departments, and participate in service-improvement efforts.

Education and Experience

Education: High school diploma or GED required. Coursework or training in customer service, hospitality, healthcare, communications, or a related field is preferred.

Experience: At least one year of experience in customer service, hospitality, healthcare, senior services, or a related setting required. Experience supporting older adults, communicating with families, responding to concerns, and coordinating requests across departments is preferred.

Additional qualifications: Strong verbal and written communication, sound judgment, basic computer and documentation skills, and the ability to handle sensitive information appropriately. Experience in a skilled nursing or short-term rehabilitation setting is preferred. A clinical license is not required for this nonclinical role.