Corporate Operations Specialist - Michigan chez American House Senior Living Communities

Corporate Operations Specialist Position Summary

This position reports to the COO and partners with Regional Vice President of Operations, Executive Directors, and Pillar Leaders to establish standards, practices, policies, and expectations for delivering a consistent, benchmark resident and employee experience. The intent is to gather feedback and information on what’s working and not, within and across the communities, to establish best practices and common approaches for driving improvement in efficiencies and effectiveness.  Will be assigned to a residence during a management vacancy, start up, or acquisition. Partner with leaders and experts to drive change and project management of key initiatives. Functions in multiple roles to include coaching, ensuring quality standards, training, driving a sales culture, optimizing expense management/controls including labor/staffing schedules and regulatory matters as needed. Key measures of success include community  NOI, occupancy growth, expenses managed to budget, resident satisfaction, employee engagement/retention, move-ins and outs and family relations. 

 Education and Requirements:

• Bachelor’s Degree required; Master’s Degree preferred.  Targeted disciplines include healthcare management and/or geriatrics, hotel/property management and finance/general business
• 5 to 7-year minimum experience in business management showing increasing responsibility and experience troubleshooting problems, seeking creative solutions, and supervising multiple disciplines on multiple projects
• Strong financial and technical acumen
• Excellent written and verbal communication skills
• Strong passion, empathy and compassion for older adults, employees, and family members
• Proven focus on continuous improvement and strategic problem solving
• Travel 75%-100% nationally.  Schedule can vary and often be 5 days onsite, 2 off days or 10 days onsite and 4 days off (preferred)

Essential Responsibilities and Duties:

• Communicate and embody the American House mission, vision, RITE ON core values and goals to all Team Members, Family Members and business partners

Community and Resident Experience Assessment and Improvement

• Conducts research and benchmarking on BIC community operations and resident experiences
• Uses strong analytic skills and an in-depth understanding of the organization to anticipate issues related to the community operations and resident experience
• Addresses problems and process gaps in a pro-active, solutions oriented manner
• Makes recommendations regarding overall business improvement and function of community
• Assesses technology platforms and coordinates efforts with the VP of Systems and Processes to implement updates to improve performance

Key Process Leadership

• Updates Operations Playbook defining execution of brand promise focusing on a streamlined approach to how our pillar disciplines – life enrichment, hospitality, clinical, and facilities management – impact our resident experience
• Establishes and leads processes for implementation of Operations Playbook at the community
• Creates a sense of urgency to improve occupancy, increase revenue and manage expenses
• Educates department leaders on financial performance, P&L results and their role in improving
• Uploads all updated playbooks and policies on the Company intranet for easy access and reference
• Develops the resident satisfaction survey, reports, and action planning with community leaders
• Works to resolve reoccurring thematic issues identified by residents and/or their family members
• Drives consistency in roles and responsibilities of key positions within the communities

Reporting

• Provides site visit summaries for all stakeholders including recommendations for improvement
• Creates and implements progress reports of playbook implementation and ongoing brand promise compliance
• Collaborates with COO, Asset Management, and Senior Controller on KPI business reporting package
• Reviews regulatory standards and communicates updates / requirements as needed.
• Communicates regularly with Regional Operation leader and COO on status and plan to improve performance of the current assigned residence
• Collaborates with Regional Sales, Clinical, HR and Operations on daily/weekly activities

Training & Coaching

• Assesses the training needs for community staff by department and ensures training is available and or provides training as needed
• Coaches EDs to be good stewards of their respective finances, share best practices, and tips for improvement
• Researches root causes for budget discrepancies and variances to address issues and implement improvements across the communities
• Provides feedback and coaching to department directors regarding employee performance
• Assists in the retention of qualified staff and in the development and maintenance of a positive and supportive team atmosphere

Audits / Site Visits

• Acts as ED on a temporary basis within a residence during a management vacancy, start up, or acquisition
• Conducts regularly scheduled on-site check ins with community teams to obtain feedback on operational best practices and opportunities for improvement - discuss individual community findings with RVPO, portfolio/community trends with COO

Ensures first impression standards are adhered to by conducting reviews / audits

CORE COMPETENCIES FOR SUCCESS IN THIS ROLE:

American House Senior Living Communities is proud to be an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to equal employment opportunity regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Our hiring decisions are based on business needs, job requirements and individual qualifications, merit, and the ability to enrich the lives of those we serve.

Founded in 1979, American House Senior Living Communities’ vision is to provide high-quality housing for senior at a price affordable for retirees and their families. That vision of excellence has endured for nearly 40 years and expanded to serve residents at a number of senior housing communities. Our mission is to enrich the lives of those we serve, providing an environment that fosters meaningful relationships. Our vision is to be an innovative senior housing company that created sustainable excellence and stakeholder value, with an unparalleled commitment to passionate care provided by compassionate people.