Director of Resident Experience & Support - Nye Health Services
Fremont, NE 68025
About the Job
Are you a motivated, customer-service oriented individual who enjoys working with people and providing excellent experiences? Nye Health Services, a family-owned company that has been recognized nationally for our care, service, and culture is seeking a Director of Resident Experience & Support for our Nye Pointe campus located in Fremont, NE.
This role will report directly to the Executive Director and will be responsible for the proactive leadership, development and supervision of all Social Services and Life Enrichment (Activities) programs and processes. This will include planning, budget oversight, scheduling, and implementation of activities and programming. They will assist in developing the initiatives and processes required for an enhanced experience for our residents and their family members, creating a seamless journey through our healthcare systems. This includes but is not limited to, pre-admission, admission, transition of care, discharge, and post-discharge care. In addition, they will develop, plan, coordinate, organize, and direct the Social Services and Life Enrichment programs for the campus in accordance with established company policies and procedures.
At Nye, you will be part of a team that comes in every day knowing their job will give back to them unconditionally. Helping people feel cared for and connected in life’s later years is priority number one. We are here for them – and each other. People live, and work happy here!
In this role you will be responsible for:
Strategic Planning & Development:
- Develop and implement comprehensive customer experience strategies tailored to the anticipated needs of our residents and their family members.
- Analyze resident feedback, via campus-implemented surveys, to inform and adapt strategies and collaborate with leadership to align experience initiatives with organizational goals and mission, vision, and values.
Resident & Family Engagement:
- Assist in developing and facilitating programs to improve resident and family engagement and satisfaction.
- Oversee the implementation of customer-centered services and activities.
- Address and resolve resident and family concerns through an elevated grievance process, ensuring prompt resolution and mutual satisfaction among all parties.
Quality Assurance:
- Monitor and evaluate the effectiveness of customer experience programs and services. Implement quality improvement measures based on feedback and performance metrics.
- Ensure compliance with industry standards, regulations, and best practices.
Team Leadership:
- Lead and mentor the Life Enrichment team, with a focus on overall customer experience and satisfaction.
- Foster a positive and collaborative work environment that promotes team member development and engagement.
- Provide training and resources to ensure team members deliver exceptional customer experience.
Communication & Collaboration:
- Serve as the primary liaison between residents, families, and campus leadership team.
- Work closely with other departments (e.g., nursing, dining, administrative services) to ensure a cohesive and seamless customer experience.
Innovation & Improvement:
- Monitor industry trends and innovations to bring new ideas and improvements to the overall customer experience.
- Pilot new programs and initiatives, in collaboration with the VP of Customer Experience, to enhance the resident and family experience.
- Gather and analyze feedback, via campus surveys, to drive continuous improvement.
Qualified candidates will have:
- Bachelor’s degree in Business Administration, Social Work, Hospitality Management, Healthcare Administration, or related field and completion of NHCA 36-hour Social Services Designee course.
- One year related experience and/or training in long-term care, customer experience management, and/or Social Work preferred.
- Proven track record of leading and executing successful customer experience initiatives.
- Strong leadership, communication, and interpersonal skills.
- Ability to manage multiple projects and prioritize effectively.
- Empathy, patience, and a genuine passion for working with seniors.
- Ability to work a required weekend rotation in support of the admission and discharge process.
What's in it for you:
- Career growth opportunities.
- Paid-time off accrual for part-time staff.
- A great culture where we live out our mission "To celebrate life in environments we create by delivering exceptional service and superior value through innovative leadership in personalized care."
In 1989, Nye Health Services was founded on the philosophy that people deserve services that recognize individuality and are tailored to their unique needs. Today, Nye Health Services remains family-owned with campuses in Fremont, Lincoln, and Norfolk, Nebraska. Nye Health Services is blessed with dedicated and compassionate people who believe in our vision and deliver on our mission every day. Having a great work environment, while providing the best quality services so people feel cared for is of the utmost importance to us. We give passionate people a purpose!
We’re an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Source : Nye Health Services