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Sunrise Senior Living · 17 hours ago

Executive Director

615 Spring Forest Road

Full-time

Onsite

Director/Executive

Sunrise Senior Living is a recognized leader in the senior living industry, committed to empowering residents to live fulfilling lives. The Executive Director is responsible for the overall leadership and success of the community, managing financial operations, team member relations, and ensuring high-quality resident care and compliance with regulations.

Assisted LivingElder CareHealth CareMedicalNursing and Residential Care

Responsibilities

Motivate individuals toward higher levels of performance that are aligned with the organization’s vision and values

Communicate a clear, customer focused vision, based upon a Resident Centered Model of care

Model a strong belief in mission, vision, and purpose

Articulate clearly, in words and behavior, the Sunrise Shared Values, Principles of Service, the Sunrise Team Credo and the Leaders Serve Hallmarks

Build, motivate, and guide a cohesive team to complete team goals using appropriate methods and a flexible interpersonal style

Provide clear direction and structure for the team in order to support their success

Manage the talent selection process effectively by utilizing Sunrise best practices and resources

Embrace workforce diversity

Establish stretch but realistic team goals and motivates the team to work together to achieve them

Share important and relevant information with the team

Ensure consistent and timely orientation and ongoing training is delivered to team members

Focus on building team engagement by providing team building opportunities, addressing team member concerns, and guiding the team in conflict resolution

Promote the Employee Assistance Program (EAP) as a resource for team members

Research and resolve Hotline Call Reports timely and effectively

Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities and plans and support the development of individual skills and abilities

Convey performance expectations and provide timely feedback to ensure performance standards are met

Hold effective one on one meetings with direct reports

Provide feedback and counsel on a continuous basis

Support team members’ career growth by having regular development-focused conversations

Utilize and promote Sunrise’s development programs as appropriate to prepare high-potential team members for future roles

Build a qualified, internal pipeline for community roles and strive to promote internal team members to key leadership positions

Foster a work environment that encourages people to act with integrity and treat each other and their ideas with respect, create and protect a high-trust environment by setting an example, advocate for others in the face of challenges, remove barriers to trust, and reward others for demonstrating behaviors that cultivate trust

Demonstrate personal integrity and set an example by being honest, keeping commitments, and behaving consistently

Establish and sustain trusting relationships by accurately perceiving and interpreting own and others' emotions

Listen and respond with empathy

Treat people with dignity, respect, and fairness

Create an environment that results in team members sharing positive feedback related to trust on annual engagement surveys

Encourage disclosure and facilitate an open exchange of ideas

Advocate for both team members and residents

Provide frequent and consistent communication with team, residents, and the community

Drive organizational and cultural changes needed to achieve strategic objectives, catalyze new approaches to improve results by transforming organizational culture, systems, or products/services, and help others overcome resistance to change

Identify change opportunities that lead to improved customer service, efficiencies, cost reduction, and team member engagement

Create momentum by explaining the purpose of change, taking action, and encouraging others to take action to improve organizational culture, processes, or products/services

Facilitate transition for team members by helping them overcome resistance, seeking their ideas and feedback, and demonstrating sensitivity to concerns

Ensure that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, craft and implement service practices that meet customers’ and own organization’s needs, and promote and operationalize customer service as a value

Achieve outstanding customer engagement and team member engagement survey results, realizing that this is key to achieving customer engagement

Lead the development and regular review of the engagement improvement plan

Resolve customer concerns effectively through consistent use of the problem resolution program

Hold consistent and effective Resident Council meetings

Achieve customer referrals on a regular, recurring basis and strive to be above the company average

Ensure that the leadership team interacts with residents

Maintain a commitment to say “YES” and the courage to say “NO” only when absolutely needed

Strive for minimal loss of residents to competitors, with a declining trend that is below company average

Strive for excellent quality care and service delivery and institute and ensure corrective action in a timely manner

Review customer and secret shopper surveys and act accordingly by instituting appropriate corrective actions in a timely manner

Develop a thorough working knowledge of state/provincial regulations and Sunrise policies and procedures dictated for residents and ensures compliance

Act as the Community Privacy Representative

Ensure all resident administrative files are well maintained, current, and in compliance with state/provincial regulations

Follow up on issues identified in the regional team site visit report

Follow up on mock survey process

Ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety

Provide leadership and promotion of the Sunrise Safety and Risk Management policies

Review all incident reports and ensures corrective actions are in place in a timely manner

Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout procedures

Maintain monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters from the Executive Director, etc

Oversee the planning of an in-house family event monthly

Encourage family involvement via Volunteer Programs

Make self available to residents and their families

Ensure implementation and maintenance of a family support program

Ensure Family Service Meetings are happening regularly according to Sunrise policy

Ensure Sunrise Wellness and Resident Care systems are implemented and followed

Demonstrate the ability to identify and build relationships within the local area that drives business into the community, as well as effectively price the product, thereby maximizing top-line revenue growth and achieving appropriate market position

Spend one hour weekly with the Director of Sales (DOS), coaching as the DOS makes database contact calls

Ensure that the DOS is using selling skills terminology in lead management and customer relations database and achieving benchmark sales effectiveness metrics, new leads, IPP’s/SPP’s, and sales

Spend five minutes per day, performing post call reviews of DOS’s in-person presentations

Hold DOS accountable for the community’s daily contact goal

Ensure the community has an effective external business development strategy in place, with clear accountabilities assigned and the ability to articulate results and adjust plan accordingly to maximize referral leads and move-ins

Hold DOS and other community leaders accountable for a predetermined number of quality visits and establishes appropriate referral sources, resulting in move-ins from referrals approaching company best practice standards

Set high goals for personal and group accomplishment, use measurement methods to monitor progress toward goals, and work tenaciously to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement

Meet Net Operating Income (NOI) expectations

Meet occupancy expectations

Manages the Profit and Loss (P&L)

Achieve and execute consistent labor/labour schedules seven days a week

Achieve great resident retention through a focus on service

Participate in local business councils

Instill in team members a “whole community approach”

Drive ownership to the department leaders

Use one’s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results and use one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and/or tactics

Meet the financial targets with the goal to maximize the capital partners return

Think abstractly and make things work when there is no absolute instruction and is able to adapt to business needs

Possess functional knowledge of all operating programs including memory care, clinical, dining, and social programs

Make accurate forecasts

Overcome competitive obstacles

Understand market dynamics: What is our niche? What do we do better or worse than our competition? New service opportunities. Demographics – culture, income, ethnicity, size. Labor/labour availability – overcome obstacles

Strive to improve profitability year over year in line with owner expectations

Prepare and adhere to the community budget

Ensure budgeted revenue is achieved or exceeded by maximizing occupancy and room rate

Review monthly financial statements and implement plans of action for deficiencies

Utilize revenue management tools to effectively manage pricing to benchmarks including service level and other program margins and utilization

Manage collections process effectively

Manage variable and other productive labor/labour to benchmarks, adjusting timely to occupancy and service level changes

Manage key, non-labor/non-labour operating costs in line with budgeted levels

Process and submit monthly expenses and budget data timely per Sunrise policies and internal business controls

Secure and compare information from multiple sources to identify business issues and commits to an action after weighing alternative solutions against important decision criteria

Comply with all regulations and principles

Think past today (proactive)

Learn from bad decisions

Encourage and reward for prudent risk taking

Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met

Perform other duties as assigned

Qualification

Financial ManagementSalesMarketingRegulatory ComplianceTeam LeadershipCustomer ServiceBusiness DevelopmentOperational Decision MakingCoaching SkillsPassion for SeniorsCommunicationProblem SolvingTime Management

Required

College degree preferred; degree and management experience may be required per state/provincial requirements

Administrator's License / certification may be required per state/provincial requirements

Prior General Manager/Administrator experience focused on growing both top and bottom lines; required length determined by type of community

Previous management experience including hiring, coaching, performance management, daily operations supervision, and leading a team through change

Passion for working with seniors

Demonstration of success in managing operating expenses

Demonstration of proficiency in computer skills, Microsoft Office and Sunrise applications with the ability to learn new applications

Ability to work weekends, evenings, and flexible hours to be available for our customers at peak service delivery days and times

Preferred

Previous sales experience preferred, including building customer relationships, and resolving customer concerns

Benefits

Medical, Dental, Vision, Life, and Disability Plans

Retirement Savings Plans

Employee Assistant Program / Discount Program

Paid time off (PTO), sick time, and holiday pay

MyFlexPay offered to get paid within hours of a shift

Tuition Reimbursement

In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee’s position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.

Some benefits have eligibility requirements