Operations Specialist

About Discovery Senior Living

Discovery Senior Living is a family of companies that includes Discovery Management Group, Integral Senior Living, Provincial Senior Living, Morada Senior Living, TerraBella Senior Living, LakeHouse Senior Living, Arvum Senior Living, Discovery Development Group, Discovery Design Concepts, STAT Marketing, and Discovery At Home. With three decades of experience, the award-winning management team has been developing, building, marketing, and managing diverse senior-living communities across the United States. By leveraging its innovative “Experiential Living” philosophy across a growing portfolio in excess of 350 communities and over 35,000 homes in nearly 40 states, and 19,000 dedicated employees, Discovery Senior Living is a recognized industry leader for performance, innovation and lifestyle customization and, today, ranks among the 2 largest U.S. senior living operators.

Responsibilities:

Managing Vision and Purpose

• Communicates a clear, Resident focused vision, based upon a resident centered model of care.
• Understands and models Discovery’s purpose, focus and mission in all aspects of the positions.

 Business Development focus:

• Participates in planning and implementing the marketing and sales strategies as established by Regional marketing and management support.
• Demonstrates the ability to identify and build relationships within the local area that drives businesses into the community, as well maintains an awareness of competitor pricing, thereby maximizing top-line revenue growth and achieves appropriate market position.
• Ensures the community has an effective external business development strategy in place, is able to articulate results and adjust plan accordingly.
• Holds Sales Team Members accountable for success factors including a predetermined number of quality calls and tours. Establishes appropriate referral sources, resulting in move-ins from referrals.
• Daily Standup Meetings to include issues related to sales and occupancy; Scheduled tours, follow up and at risk.

 Resident and Family Service:

• Dedicated to meeting the expectations and requirements of Residents; obtains first hand Resident feedback and uses it for improvements in products and services; acts with Residents in mind; establishes and maintains effective relationships with Residents and gains their trust and respect.
• Achieves outstanding resident engagement survey results. Leads the development and regular review of the engagement improvement plan.
• Holds consistent, effective Town Hall meetings for IL Residents.
• Effectively resolves Resident concerns.
• Resident referrals achieved on a regular, recurring basis
• Ensures Leadership team interacts with residents consistently and effectively.
• Ensures a minimal loss of residents to competitors. Monitors, tracks and reports on move outs.
• Initiates, promotes and provides ongoing commitment to excellence in services.
• Connects daily with Residents and Family members seeking feedback and providing follow up to questions/issues. Ensures consistent visibility throughout the community by making regular rounds.

 Assisted Living/Memory Care:

• Ensures AL/Memory Care state regulations are applicable and policies are upheld.
• Maintains a monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters.
• Ensures all resident administrative files are well maintained, current and in compliance with state regulations.
• Holds consistent, effective Resident Council meetings.
• Oversees the planning of an in-house family event monthly.
• Ensures Family Meetings/calls are happening regularly.
• Ensures Wellness and Resident Care systems are implemented and followed.
• Participates in “At risk” meetings
• Ensures SHINE program is implemented effectively and prominently within community
• Ensures residents are properly assessed using the DSL assessment form and assessment is entered into CRM.

 Quality Assurance and Regulatory Compliance

• Provides excellent quality care and service delivery as measured in the Quality Services Review process; institutes and ensures corrective action in a timely manner.
• Maintains a thorough working knowledge of state regulations, policies and procedures dictated for residents and team members.
• Ensures community follows OSHA requirements.
• Provides leadership and promotion of the Safety and Risk Management policies.
• Reviews and signs off on all incident reports; ensures corrective actions are in place in a timely manner.
• Maintains and safeguards the property of the community.
• Exercises sound fiduciary responsibility to the established policies and procedures.
• Cooperates with all municipal, county, state and federal agencies, departments, bureaus and commissions which maintain or exercise any regulatory authority over the community to include Fire Safety and Disaster Preparedness policies and procedures.
• Notifies Regional Operations Leader when there is any type of outside inspector in the building (State, Police, Fire Department, etc.).

 Financial Management and Business Acumen Responsibilities:

• Provides input in the preparation of the community budget, including operation and capital expenditures and executes accordingly.
• Prepares monthly financial variance analysis. Reviews monthly financial statements, implements plans of action for deficiencies.
• Meets with Department Heads weekly/monthly to review Spend downs and department budget status.
• Strives to improve profitability.
• Ensures budgeted revenue is achieved or exceeded by maximizing occupancy and room rate.
• Effectively manages collection process for timely receipt.
• Manages labor to benchmarks adjusting timely to occupancy and service level changes.
• Manages key, non-labor operating costs in line with budgeted levels.
• Processes and submits monthly expenses and budget data timely per policies and internal business controls.
• Provides additional community reports as requested.
• Meets COI expectations.
• Provides overall management and oversight on the P&L, Budget and occupancy expectations.
• Ensures appropriate scheduling of Team Members and appropriate labor schedules.

 Supervisory/Leadership Responsibilities:

• Assists with hiring and selection process of permanent Executive Director.
• Provides training and support to new Executive Director, ensuring a smooth transition of duties.
• Oversees all departments, maintaining full responsibility for efficient operations and compliance with the financial goals established in the approved Operating Budget.
• Recruits, selects and ensure comprehensive training for department heads. Provides guidance in the hiring of all other Team Members.
• Provides direct, constructive and timely evaluation of Department Heads.
• Ensures all community Team Members are provided with timely performance feedback/reviews and potential compensation reviews.
• Effectively delegates to Department Heads.
• Deals with direct reports firmly and fairly in a timely manner; does not allow problems to fester, holds timely discussions; can make tough decisions when all other efforts fail.
• Maintains appropriate level of staff to prevent overtime.
• Promotes development of team management skills, capabilities and sharing of best practices.
• Establishes an “open door” policy with team members and residents to address concerns, opinions and a general communication for the promotion of goodwill and effectively promotes a positive and efficient work atmosphere.
• Ensures consistent and timely orientation and ongoing training is delivered to team members.
• Ensures that appearance and presentation of Team Members are professional and meets Discovery Uniform Guidelines.
• Travel: 75% or more
• Typical work hours/On-Call hours: Flexible-will be on-site managing communities
• Performs all other duties assigned.

Qualifications:

• Bachelor’s degree is preferred; Business Administration, Hospitality or a Health-related field is ideal.
• Minimum of 3+ years managerial experience preferably in the senior living, health care or hospitality industries.
• Previous management experience including hiring, coaching, performance management, daily operations supervision and budget oversight.
• Previous sales experience preferred.
• Demonstration of success in managing operating expenses.
• Administrator License/certification may be required per state requirements.

Benefits:

In addition to a rewarding career and competitive salary, Discovery offers a comprehensive benefit package.  

Eligible team members are offered a comprehensive benefit package including medical, dental, vision, life and disability insurances, paid time off and paid holidays.   Team members are eligible to participate in our outstanding 401(k) plan with company match our Employee Assistance Program and accident insurance policies.

EOE D/V