Director of Resident and Family Services

Company Description

Do you have HEART? We are looking for individuals who can embrace our mission to purposely brighten and enrich the lives of those we serve with HEART; Hospitality, Excellence, Appreciation, Respect & Teamwork. This individual is responsible for fulfilling leasing and move in goals. They are also expected to maintain a positive image of the community with referral sources, residents, and employees. The Community Relations Director will lead the sales and marketing department at the community.

Job Description

Salary $100k

The Director of Resident and Family Services serves as the case manager for the residents of assisted living and memory care as well as plays an integral role in ensuring the delivery of high-quality services for residents and families.  This individual will be responsible for accessing internal and external resources and will collaborate with local community agencies and providers to achieve optimal outcome measures, with a goal of improving care delivery and thus improving resident length of stay and resident satisfaction.  This position works in tandem with the Director of Health and Wellness and the Memory Care Director, and reports to the Executive Director.

• Serve as case manager for the community per NYSDOH regulations.
• Assists the move-in coordinator with obtaining NYSDOH-required paperwork for move-ins and internal transfers; ensures all required documents are obtained for readmission from hospitals or rehabilitation facilities.  
• Visits residents in hospitals and rehabilitation facilities.
• Works with the Business Office Manager to coordinate LTC insurance documentation for residents.
• Participates in interdisciplinary care planning and care conferences with clinical and memory care team.
• Establishes rapport with all residents, families, and team members to assist with the coordination of services while monitoring the existing plans of service.
• Maintains resident retention by managing grievance procedures for assisted living and memory care per NYSDOH regulations, as well as the resident satisfaction survey process and follow-up.
• Regulatory knowledge as it relates to resident care delivery; ensures case management documentation is complete and current per NYSDOH regulations.
• Collaborate with programming team to ensure residents are properly engaged, stimulated, and psychosocial needs are being met.
• Coordinate with sales and marketing team to build relationships with prospects to ensure a smooth transition to the community.
• Assist clinical team with admission assessments as needed.
• Coordinate new resident orientation.
• Serve as primary point of contact for families, collaborate with other leadership team members to ensure issues are resolved in a timely and thorough manner.
• Train new healthcare team members on residents' psychosocial needs and aging sensitivity, customer and hospitality, and participate in healthcare staff meetings.
• Promote and protect resident rights, assist residents to make informed decisions, treat residents with dignity and respect, protect residents' personal belongings, report suspected abuse or neglect, and avoid the need for physical restraints in accordance with current professional standards, and support independent expression, choice, and decision-making consistent with applicable law and regulation.
• Become an intricate part of the community in social and civic affairs by representing the community in local, state, and professional organizations.
• Work with the sales and marketing department to develop and execute successful relationships that result in referrals of prospective residents.
• Attend all required training, in-service, and staff meetings.
• Strive to maintain a safe working environment through the prevention of accidents, the preservation of equipment, and the achievement of safe working practices.
• Maintain a positive and professional demeanor toward residents, visitors, families, and co-workers.
• Adhere to all policies and procedures of Senior Lifestyle Corporation.
• Perform other duties as assigned.

Qualifications

Level of Formal Education:  Bachelor's degree from a four-year college or univeristy, RN or LPN designation required.

Area of Study:  Nursing

Years of Experience:  5+

Type of Experience:  Training and experience in gerontology and hospitality preferred.

Special Certifications:  strongly prefer experience with state regulatory agency

Language Skills:  Acceptable fluency in English in order to perform job duties and speak, read, write, and communicate with all others.

Techinical Competencies:  Technology as it relates to faciity operations, including proficiency in Microsoft Excel, Microsoft Word, Yardi

Skills and Ability:  Workingknowledge of federal, state and local laws, regulations, agencies and programs such as NY Enriched Housing and Assisted Living Medicare, Occupational Safety and Health Administration (OSHA), Americans with Disabilities Act (ADA), Fair Labor Standards ACt 9FLSA), Equal Employment Opportunity Commission (EEOC), Safe Medical Devices Act (SMDA)

Information Systems:  N/A

Personal Attributes:  skilled in interpersonal communication and crises mangement.

Additional Information

Senior Lifestyle offers a comprehensive benefits plan to eligible team members including health, dental, vision, retirement benefits, short-term disability, long-term disability, and paid time off. All Senior Lifestyle positions are eligible to use DailyPay, an application that allows you to access your earned but unpaid wages before your next payday. Senior Lifestyle requires that all employees provide proof of COVID-19 vaccination unless exempt due to medical, religious, or personal beliefs. Government requirements or exclusions may apply.