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Remote · Support
Resident & Family Support Specialist
Handle inbound calls, emails, and messages from residents and families — resolving concerns, logging requests, and coordinating with on-site teams.
About the role
This remote support role keeps communication flowing between families and the community. You triage requests, track follow-through, and make sure people feel heard.
What you’ll do
- Answer and log family and resident support requests by phone and email
- Route clinical, dining, billing, and maintenance issues to the right team
- Track open tickets through resolution and confirm follow-up
- Maintain accurate notes in support and care systems
- Provide calm updates during evenings and weekend coverage windows
- Identify recurring themes and escalate patterns to leadership
What you’ll bring
- Customer support, healthcare administration, or concierge experience
- Strong organization and documentation habits
- Empathy under pressure and clear written communication
- Ability to work rotating shifts, including some evenings/weekends
- Remote-ready setup with privacy for confidential conversations
Benefits
- Medical, dental, and vision coverage for eligible roles
- Paid training, mentorship, and tuition support pathways
- Predictable scheduling with shift differentials where applicable
- A people-first culture with leadership present and supportive