Family Liaison in Newton, MA at Benchmark Senior Living

Date Posted: 6/19/2019

Job Snapshot

Job Description

Want to make your mark? At Benchmark, we impact lives through human connection. We are thought leaders creating quality experiences and inspiring personal growth for all who engage with us. We just happen to imagine, build and manage beautiful, private-pay communities geared toward older adults. Are you Called to Care about your work, other people and making a difference? Do you believe that people and teams are Better Together than going it alone? Are you always striving to Be the Benchmark by which all others are measured? Then our core values match. Connect with us –and to what truly matters!

Adelaide of Newton Centre is seeking a Family Liaisonwho will serve as the initial point of contact for residents and/or their family members, reducing barriers to care and customer service.  The Family Liaison will take the lead on family/resident questions and will get back to the family/resident with an answer within 24-hours of their inquiry.  

  • Thinks abstractly and makes things work when there is no absolute instruction; ability to adapt to business needs.
  • Achieves outstanding customer engagement survey results.
  • Effectively resolves family and/or resident concerns through consistent use of the problem resolution program.


  • Serves as a patient advocate and effectively represents Adelaide team/services to residents and their families.
  • Answers inquiries, gives directions – provide guidance on all matters promoting positive outcomes.
  • Works with appropriate departments to investigate, effectively resolve, and follow up on any complaints.
  • Builds and maintains relationships with residents, their family member(s)/representatives and other stakeholders for the purposes of improving quality of stay at community.
  • Spends time with residents and their representatives and documents their complaints, compliments, and healthcare needs.
  • Assists the Executive Director (ED) for the purpose of providing and/or conveying information and other services required by the ED, Department Heads and family members.
  • Communicates with family members/representatives on behalf of the community to ensure ongoing partnership between the family/representative is formed.
  • Coordinates family/representative meetings as assigned for the purpose of gaining information and/or discussing needs and problems involving residents and their families.
  • Participates in a variety of meetings and committees for the purpose of conveying and/or gathering information required.
  • Understands the Community model – basic sales procedure practiced at the community.
  • Other duties as assigned.


  • Create an exceptional personalized experience for residents, with a focus on ensuring they feel at home and welcome.
  • Evaluates the resident’s and their family's satisfaction with the quality of care and services provided.
  • Provide a level of service consistent with Benchmark’s highest standards.
  • Assist residents and their families with the transitioning process into the community.
  • Establish personal connections and positive relationships with residents and their families.
  • Make each resident’s experience custom based on unique needs, personality and preferences.
  • Work directly with maintenance to resolve apartment issues and tasks for residents (following move in). Arrange private dining in consultation with executive chef or outside caterer.
  • Maintain open lines of communication with families for “check-ins” and to field special requests.
  • Actively and proactively seek out ways to keep residents engaged, meet their needs and exceed their expectations.



Job Requirements

Educational Requirements and Experience:

  • Bachelor degree preferred
  • 2+ years of experience in a related role
  • Experience in customer service environment, preferably in a senior living setting
  • Dementia/elder care education or experience (geriatric studies, etc.)
  • Customer-oriented attitude
  • Excellent verbal and written communication skills
  • Ability to establish and nurture beneficial business relationships
  • Self-motivated with a willingness to take initiative and solve complex problems
  • Capability to negotiate with and influence others