The Care Navigator

When Ethel joined Coterie Hudson Yards as Wellness Manager in 2024, she brought two decades of senior living experience with her. But it wasn’t until she moved into the Care Coordination Director role later that year that she fully understood the scope—and the necessity—of the position.

“Coming from a place where there was no Care Coordination Director, I thought, ‘What is this? They’re just creating positions,’” Ethel recalls. “But once I got into the role, I thought, wow—somebody was thinking and looking at a bigger picture than what has been the norm.”

At both Coterie Hudson Yards and Coterie Cathedral Hill, the Care Coordination Director serves as the linchpin of each resident’s care experience. Unlike many senior living communities where multiple responsibilities fall under the auspices of a single director, Coterie’s Care Coordination Director is solely focused on the care needs of residents and advocates for them at every turn.

A Role That Touches Everything

Ethel’s mornings begin before most residents are awake. She reviews overnight notes from every floor, checking for any changes in residents’ conditions. Did someone call for assistance multiple times? Was there restlessness or discomfort? These details inform immediate adjustments to care plans.

But the scope extends far beyond care. “The CCD role is a holistic role,” Ethel explains. “It encompasses every part of the building.”

The complexity becomes clear when you consider what happens when a new resident’s family reaches out with a concern. Perhaps they’ve noticed their mother isn’t eating well, or she doesn’t seem happy. For Ethel, this triggers a cascade of coordinated responses: consulting with the culinary team about meal preferences, working with the Resident Engagement Director to encourage event participation, adjusting the care plan to address specific needs, and keeping the family informed throughout.

“It’s constant coordination to make sure everything is being done and everybody is working together,” Ethel says. “It makes my job a lot easier, and families aren’t frustrated because that coordination is happening.”

This alignment extends across both Coterie’s in-house teams and external partners. The Wellness Manager reports directly to the CCD, as do third-party care providers who work with residents requiring around-the-clock support. Morning meetings bring together care directors from memory care, assisted living, and wellness to discuss every resident’s status and needs.

Before she leaves each evening, Ethel writes out the next day’s priorities—assessments to follow up on, families to update, care plans to refine. In a community that’s actively growing, with new residents moving in regularly, that list is never short.

When Advocacy Matters Most

Perhaps the most delicate aspect of the CCD role is serving as an advocate for residents when families are navigating difficult transitions or decisions. Ethel has worked with families who insist their loved one is managing well, while overnight logs tell a different story—documenting wandering, confusion, or other safety concerns.

“Sometimes families are in denial, which is something we all understand,” Ethel says. “It’s something you have to handle in a very gentle way, because we don’t all get there at the same time.”

The approach requires patience, documentation, and often, collaboration with physicians to help families understand the full picture of their loved one’s needs.

The Sollis Advantage

One of the most significant developments in Coterie’s care coordination capabilities has been the integration of Sollis Health, the on-site medical center operating at both Coterie Hudson Yards and Coterie Cathedral Hill. While enrollment is optional, it has fundamentally changed what’s possible when a resident’s health takes a turn.

Ethel recalls a gentleman who became lethargic and unwell. The man’s care companion insisted he needed a hospital immediately, and his family wanted to rush him to the emergency room.

“I said, let’s go to Sollis first. Let’s try to assess there,” Ethel explains. Within the building, Sollis staff drew labs, diagnosed dehydration and a urinary tract infection, administered IV fluids, and started antibiotics. “They kept him the whole afternoon. By evening, he was a lot better. Within 24 to 48 hours, he bounced right back.”

Sollis Health spared him the alternative—the stress of an ambulance ride, hours spent in a hospital ER, and the disorientation that often accompanies such disruptions.

“I always encourage residents to sign up for Sollis during assessments,” Ethel says. “You don’t have to go to an emergency room far away. They draw labs, the doctor orders medications, and it’s all in-house.”

Always On

When asked what surprised her most about the role, Ethel doesn’t hesitate. “This position—you have to be on call almost every day,” she says. “24/7. Not in a bad way, but in a good way, because at least by the time you come back from your two days off, you’re up to speed on everything.”

She responds to emails on her days off. She thinks through care challenges when she’s away from the building. The role doesn’t allow for complete disconnection—the needs of residents don’t pause for weekends.

“If I were to talk to other communities, I would advocate for a role like this,” Ethel says emphatically. “It has been such an eye opener and has made us work more efficiently. I think it has improved tremendously the care for residents, the communication with residents and families, and also the quality of life for residents in general.”

The Difference It Makes

Coterie’s dedicated Care Coordination Director position represents its commitment to ensuring that no aspect of a resident’s care falls through the cracks. It’s the recognition that truly personalized, responsive senior living requires someone whose sole focus is maintaining the intricate coordination that makes it all work seamlessly.

For families, knowing that someone is overseeing every thread of their loved one’s well-being provides invaluable peace of mind.

For residents, it means their individual needs are actively met across every dimension of daily life.

For Ethel, it’s what she’s always believed care should be: ensuring that every resident is truly seen, heard, and cared for.

Coterie Senior Living operates luxury communities at Hudson Yards in Manhattan and Cathedral Hill in San Francisco. Both locations feature dedicated Care Coordination Directors who work closely with residents, families, and clinical partners to ensure comprehensive, personalized care.