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Job Description
Community Relations Manager Gemstone Senior Living Communities Lewisville, TX Job Details Full-time | Contract $45,000 - $50,000 a year 1 hour ago Benefits Paid time off Qualifications CPR Certification Staff supervision Teamwork Healthcare staff management Patients with cognitive disabilities Collaboration Working with individuals with cognitive disabilities Team development First Aid Certification Working with families Business management Community relationship building Community events Staff development Full Job Description
ROLE PURPOSE
The Community Relations Manager (CRM) serves as the primary day-to-day relationship liaison for residents, families, and staff while overseeing the physical, emotional, and psychological wellness of residents in both Assisted Living and Memory Care settings. This role exists to be the human glue of the community: calm, visible, trusted, and clinically aware — bridging compassionate person-centered care with seamless front-of-house operations, staff support, and family communication.
WHAT SUCCESS LOOKS LIKE
Families feel informed, supported, and confident in the community Residents feel seen, heard, respected, and well cared for Staff feel supported and know where to go for daily needs Wellness routines and care plans reflect each resident's current needs Front-of-house operations run smoothly without confusion Documentation is accurate, current, and audit-ready Culture feels warm, professional, and stable
CORE ACCOUNTABILITIES
The following areas are non-negotiable responsibilities. Failure to perform in these areas represents a service, care, and culture risk: Resident and family communication, relationship management & follow-up Resident wellness oversight, care plan implementation & monitoring Staff scheduling, on-call coverage, and staffing coordination Resident documentation accuracy, ALIS upkeep & regulatory compliance Culture reinforcement, relational stability & staff development
KEY RESPONSIBILITIES
Resident Care & Wellness Conduct initial and ongoing wellness assessments for AL and memory care residents; ensure care plans reflect current needs Monitor changes in residents' physical or cognitive condition; communicate promptly with medical providers, nursing, and family members Oversee and facilitate daily wellness routines that support cognitive function, mobility, and emotional well-being — including therapeutic activities and sensory stimulation Collaborate with nursing staff, caregivers, and the activity coordinator to develop individualized, person-centered approaches for each resident Train and support care staff in dementia-specific techniques including redirection, validation, and behavior management Resident & Family Relations Serve as the primary point of contact for residents, families, and day-to-day inquiries Respond to questions, concerns, and feedback promptly and professionally; follow up on all open matters Provide families with regular updates on health status, care plans, and wellness initiatives, while offering guidance and emotional support Ensure families feel informed, confident, and connected to the community Support census stability through strong resident and family experience Staffing & Coverage Develop, manage, and publish staff schedules for caregivers, med aides, and nursing personnel; ensure 24-hour coverage that supports residents requiring assistance and evacuation help Respond promptly to call-offs and fill shifts as needed; monitor staffing ratios to ensure adequate supervision Assist with job postings, applicant screening, interview coordination, and new hire communication Support onboarding by verifying credentials, TB tests, background checks, and HHSC-required training Serve as the main point of contact for scheduling matters, time-off requests, and staffing concerns Monitor attendance, timecard accuracy, and Paycom compliance; maintain updated staffing rosters and on-call schedules Assist with performance reviews and corrective action documentation Front-of-House Operations & Documentation Coordinate front-of-house daily operations and maintain a visible, professional presence during core community hours Maintain and update resident binders, care plans, and documentation in ALIS (move-ins, move-outs, ADLs, MARS, care plans) Support ALIS workflows and ensure data accuracy and timeliness across all resident records Maintain compliance with all state and federal regulations governing assisted living and memory care documentation standards Keep staffing reports and documentation ready for surveys, audits, and incident investigations Accounting & Billing Manage accounts receivable for resident rent and care fees; generate and distribute monthly invoices accurately and on time Track and follow up on outstanding balances; communicate with residents and responsible parties regarding past-due accounts in a professional and sensitive manner Record and reconcile rent payments, deposits, and adjustments; maintain accurate ledgers for each resident account Coordinate with the Executive Director on rate changes, move-in and move-out billing adjustments, and community fee reconciliation Prepare monthly AR aging reports and present findings to leadership; escalate delinquent accounts per community policy Maintain confidentiality of all financial records in compliance with applicable privacy regulations Generate and distribute monthly invoices to residents and responsible parties; ensure accuracy of all charges including base rent, care level fees, and ancillary services Update ALIS with changes to Activities of Daily Living (ADLs) in a timely manner; ensure ADL records accurately reflect each resident's current functional status and care needs Update resident care plans to reflect ADL changes; ensure care plan revisions are directly aligned with corresponding level of care charges and billing adjustments Open and sort daily mail; scan and transmit all accounts payable invoices and related financial correspondence to the Regional Business Manager in a timely and organized manner Culture, Training & Staff Support Reinforce professionalism, warmth, and community culture daily Promote ongoing safety training including fall prevention, medication management, abuse/neglect awareness, and behavioral risk mitigation Foster a warm, compassionate environment where dignity and quality of life are prioritized Coordinate onboarding and training logistics for new hires; support RCA discussions related to people or process breakdowns Communicate recurring family, resident, or staff themes to the Executive Director and Operations leadership
PERFORMANCE METRICS
(ED
SCORECARD
) Family satisfaction scores and feedback timeliness Resident wellness and satisfaction indicators Staff engagement, retention, and scheduling compliance metrics ALIS documentation accuracy: move-ins, move-outs, MARS, ADLs, care plans Timeliness of documentation updates and care plan reviews Regulatory audit readiness and compliance standing
QUALIFICATIONS
Required 3+ years of experience in an assisted living, memory care, or dementia care setting Strong understanding of Alzheimer's and other dementia-related conditions, including common behaviors and interventions Demonstrated ability to lead, train, and support a caregiving team Outstanding communication and interpersonal skills, particularly with families and residents experiencing cognitive decline CPR and First Aid certification Medication delegation certification High emotional intelligence; warm, calm, and approachable under pressure Preferred Dementia-specific certification (e.g., CDP — Certified Dementia Practitioner), or willingness to obtain Proficiency with ALIS or similar resident care management systems Experience with scheduling tools and Paycom
WORK ENVIRONMENT
This position involves daily interaction with residents who may have cognitive impairments or complex care needs. The CRM must manage challenging behaviors with empathy and patience, and consistently provide a calming, stabilizing presence. Physical requirements include standing and walking throughout the shift, occasional lifting (up to 35 lbs), and active collaboration with interdisciplinary teams in a fast-paced, emotionally sensitive environment.
CULTURAL EXPECTATIONS
Warm, calm, and approachable under pressure — sets the tone of the building High emotional intelligence with professional boundaries and genuine care Trust-building communication style with residents, families, and staff alike Consistently models the community's values and culture Champions dignity, compassion, and quality of life for every resident
