RESIDENT EXPERIENCE COORDINATOR

Department: Administration

Reports To: Administration Manager

Location: Stonemont by the Shore – Bridgewater, Nova Scotia

Position Type: Full-Time

POSITION SUMMARY The Resident Experience Coordinator plays an important role in creating a welcoming, organized and positive experience for residents and their families at Stonemont by the Shore.

The position has primary responsibility for coordinating the transition of new residents from the completion of the leasing process through move-in, orientation and early settlement into the community. Acting as the central point of coordination, the Resident Experience Coordinator ensures that residents, families and Stonemont departments understand what is required, that preparations are completed on time, and that important details do not fall between departments.

Beyond move-ins, the Resident Experience Coordinator provides administrative and coordination support that contributes to the overall resident experience and effective operation of the community. The position also acts as a local champion for Stonemont's Customer Relationship Management (CRM) system, supporting consistent system use, effective workflows and accurate information throughout the prospect-to-resident journey.

The position works closely with Administration, Sales & Leasing, Environmental Services, Resident Care, Food Services, Recreation and other departments.

This is a coordination role rather than a supervisory position. Department managers remain accountable for the work and responsibilities of their departments, while the Resident Experience Coordinator helps organize, communicate, track and follow up on activities that cross departmental boundaries.

KEY RESPONSIBILITIESResident Move-In Coordination

- Serve as the primary Stonemont contact for residents and families following the formal handoff from Sales & Leasing through completion of the move-in process.
- Contact current residents and/or their families to introduce the move-in process, establish timelines and identify required information and arrangements.
- Maintain and coordinate the resident move-in checklist and ensure required activities are completed prior to occupancy.
- Coordinate move-in dates, arrival times, movers, parking, elevator requirements and other logistical arrangements.
- Coordinate with Environmental Services to confirm suite readiness and identify outstanding requirements before occupancy.
- Coordinate with Administration regarding resident records, keys, access devices, directories and other administrative requirements.
- Coordinate with Food Services, Recreation, Resident Care and other departments as appropriate to ensure they are prepared for the resident's arrival.
- Ensure resident preferences and relevant non-clinical information are communicated to the appropriate departments.
- Prepare welcome materials and information for new residents.
- Meet and welcome residents and families during the move-in process whenever practical.
- Coordinate resident orientation to the community, including services, amenities, programs, procedures and key contacts.
- Follow up with residents following move-in to identify questions, concerns or outstanding items and ensure they are directed to the appropriate department.
- Maintain accurate records of move-in activities, outstanding items and completion status.

CRM Systems & Process Coordination
- Develop a strong working knowledge of Stonemont's Customer Relationship Management (CRM) system and support its effective and consistent use across the community.
- Act as a local CRM resource and process champion, helping employees understand and follow established CRM workflows, documentation standards and follow-up processes.
- Support the implementation, ongoing use and continuous improvement of Yardi CRM and related Stonemont systems.
- Monitor CRM information for completeness and consistency and follow up with appropriate employees when required information, activities or documentation are outstanding.
- Assist with developing and maintaining standardized CRM workflows, processes and procedures from initial enquiry through leasing,



move-in and resident handoff.
- Help train and support employees in the practical use of the CRM system, including entering information, recording interactions, managing activities and completing required workflow steps.
- Assist management with CRM reporting, activity tracking and identification of workflow gaps or recurring process issues.
- Work closely with Sales & Leasing and other departments to ensure information captured during the prospect and leasing process is accurately transferred into the resident move-in and onboarding process.
- Support adoption of new CRM functionality, system enhancements and related technology as Stonemont's processes evolve.
- Identify opportunities to improve system utilization, reduce duplicate administrative work and improve the quality and accessibility of resident and prospect information.

Resident Experience
- Act as an accessible point of contact for residents who require assistance identifying the appropriate person or department to address a question or request.
- Help residents navigate Stonemont services, programs and administrative processes.
- Support initiatives intended to improve resident communication, orientation and engagement with the community.
- Identify recurring resident questions or administrative issues and bring opportunities for improvement to the Administration Manager.
- Assist with resident communications, information packages, notices and other materials as required.
- Support resident events, meetings and community initiatives where administrative or coordination assistance is required.
- Promote a hospitality-focused environment that respects resident independence, dignity, privacy and choice.

The Resident Experience Coordinator does not replace departmental managers or assume responsibility for matters requiring clinical, financial, operational or managerial decision-making. Such matters are referred to the appropriate manager. Cross-Department Coordination
- Coordinate activities involving multiple departments where a central point of organization and follow-up is beneficial.
- Maintain appropriate checklists, schedules and tracking tools to ensure commitments and deadlines are visible and followed up.
- Communicate outstanding requirements to the appropriate department or manager.
- Follow up on incomplete items and escalate unresolved issues to the Administration Manager where appropriate.
- Participate in operational meetings where resident transitions or cross-department activities are discussed.
- Help develop and improve standardized processes that provide residents and families with a consistent experience.

Administrative Support
- Provide administrative support to the Administration Manager and community operations as required.
- Prepare correspondence, forms, spreadsheets, reports and other administrative materials.
- Maintain organized electronic and paper records in accordance with Stonemont practices.
- Assist with tracking deadlines, documentation and completion of administrative requirements.
- Support the coordination of meetings, appointments and operational activities as required.
- Assist employees and managers with routine administrative and technology-related questions and direct more complex matters to the appropriate resource.
- Support implementation and effective use of Stonemont administrative systems and processes.

Health & Safety and Compliance Administration
- Assist with the administrative tracking of required health and safety training, documentation and recurring requirements.
- Maintain organized records and provide reminders regarding upcoming or outstanding requirements.
- Support preparation of documentation for meetings, inspections or reviews as requested.




- Refer health and safety concerns requiring investigation, corrective action or management decisions to the appropriate manager.

Continuous Improvement
- Identify opportunities to simplify and standardize resident move-in, CRM and administrative processes.
- Assist with development and maintenance of procedures, checklists, forms and workflow tools.
- Support implementation of new systems and processes intended to improve efficiency and the resident experience.
- Provide feedback to the Administration Manager regarding recurring operational gaps, system issues or communication concerns.

WORKING RELATIONSHIPS The Resident Experience Coordinator works closely with:
- Administration Manager
- Executive Director
- Sales & Leasing
- Environmental Services
- Resident Care
- Food Services
- Recreation
- Front Desk
- People & Culture
- Residents and family members
- External service providers involved in resident moves and related services

Successful performance requires strong working relationships across departments while respecting departmental responsibilities and reporting relationships.

QUALIFICATIONSEducation and Experience

- Post-secondary education in business administration, hospitality, office administration or a related field is preferred.
- Previous experience in a coordination, administrative, hospitality, customer-service or resident/client-facing role.
- Experience in seniors' living, hospitality, healthcare, property management or a related service environment is considered an asset.
- Experience coordinating activities involving multiple departments or stakeholders is preferred.
- Previous experience working with a Customer Relationship Management (CRM) system is preferred.
- Experience with Yardi or Yardi CRM is strongly preferred; experience with another comparable CRM, property-management, seniors' housing or customer-management platform will be considered.

Knowledge and Skills
- Solid organizational and follow-through skills with the ability to manage multiple activities and deadlines.
- Excellent interpersonal and customer-service skills.
- Strong verbal and written communication skills.
- Ability to communicate professionally and compassionately with older adults and their families.
- Strong attention to detail and commitment to completing tasks accurately.
- Strong computer skills and demonstrated ability to learn and effectively use business software and electronic information systems.
- Understanding of CRM workflows, activity tracking, documentation and reporting.
- Demonstrated ability to help others learn and consistently use technology and established system processes.
- Comfortable reviewing system information, identifying incomplete or inconsistent records and following up with users to support data quality and process compliance.
- Proficiency with Microsoft Office and the ability to create and maintain spreadsheets, tracking tools, checklists and electronic records.
- Ability to translate operational processes into practical workflows, checklists and system procedures.
- Sound judgment regarding when an issue should be handled directly and when it should be referred or escalated.
- Ability to maintain confidentiality and handle sensitive information appropriately.

PERSONAL ATTRIBUTES The successful Resident Experience Coordinator will be:
- Warm, approachable and service-oriented.
- Highly organized and dependable.
- Comfortable taking ownership of coordination and following matters through to completion.
- Persistent in following up while maintaining positive working relationships.
- Calm and professional when residents or families are experiencing stress.
- Comfortable working across departments without relying on formal authority.
- Confident learning technology and helping others use systems effectively.
- Adaptable and willing to assist where needed while maintaining appropriate role boundaries.
- Focused on solutions and continuous improvement.

Pay: $20.00-$25.00 per hour Expected hours: 40.0 per week

Benefits

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 RESIDENT EXPERIENCE COORDINATOR (Cookville)
🏢 Stonemont Retirement Living
📍 Cookville