Resident Move-In Coordinator - Relations Specialist

The Move-In Coordinator / Relationship Specialist plays a critical role in delivering an exceptional onboarding and ongoing customer experience for residents and their families. This role serves as the primary point of contact once a family decides to move forward with residency, coordinating all aspects of the move-in process while also supporting ongoing family engagement and satisfaction. Working closely with the Marketing Director, Executive Director, and care teams, this position ensures smooth transitions, clear communication, and strong long-term relationships.

Core Responsibilities – New Resident Onboarding & Move-Ins

· Serve as the primary point of contact for families from deposit through move-in completion.

· Coordinate move-in logistics including timelines, apartment readiness, keys, welcome materials, and move-in day support.

· Guide families through completion of all required paperwork, contracts, and compliance documentation.

· Communicate move-in details to internal teams (nursing, dining, maintenance, housekeeping, activities).

· Ensure apartments are move-in ready and aligned with resident needs.

· Conduct pre-move-in check-ins and post-move-in follow-ups to ensure a smooth transition.

· Maintain accurate documentation within CRM or resident management systems.

Core Responsibilities – Family & Resident Relationship Management

· Serve as an ongoing point of contact for existing residents and families regarding experience, communication, and engagement.

· Proactively address concerns or dissatisfaction and coordinate resolution with leadership.

· Conduct resident and family satisfaction surveys and share insights with leadership.

· Build strong, trust-based relationships with residents and families.

· Act as an advocate for residents and families while balancing operational realities.

Communication, Engagement & Experience Enhancement

· Create and distribute regular family communications such as newsletters, updates, and announcements.

· Inform families of new programs, dining enhancements, activity upgrades, and community initiatives.

· Support community events, family nights, and resident celebrations.

· Collaborate with Activities and Dining teams to promote engagement opportunities.

· Represent the community with professionalism, warmth, and consistency.

Administrative & Compliance Responsibilities

· Maintain organized and compliant resident records.

· Ensure onboarding documentation meets state and community requirements.

· Support surveys, audits, and inspections as needed.

· Track move-in metrics, satisfaction trends, and feedback.

Minimum Qualifications

· 2+ years of experience in senior living, hospitality, healthcare, sales support, or customer experience roles.

· Strong interpersonal, communication, and organizational skills.

· High emotional intelligence and problem-solving ability.

· Comfort working with families during emotional transitions.

· Proficiency with CRM systems, Microsoft Office, and basic data tracking.

· Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

· Experience in assisted living or memory care communities.

· Background in customer success, onboarding, or hospitality.

· Familiarity with Utah assisted living regulations.

· Event coordination or communications experience.

Professional Expectations

· Maintain a professional appearance and demeanor at all times.

· Demonstrate empathy, accountability, and follow-through.

· Maintain confidentiality and professionalism with sensitive information.

· Be flexible with schedule to support move-ins and family needs.

· Actively contribute to a positive, resident-centered culture.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person