Job Description

About Highmark Senior Living

Highmark Senior Living is a senior living property management company based in West Des Moines, IA. Highmark oversees the daily operations and general management services for Edencrest communities in Central Iowa. As a leading senior living property manager, our focus is on providing excellent care, innovative life experiences and elevated management services for all our communities.

Core Values/Mission Statement 

At Highmark Senior Living, our core belief is quality care and services start here. We understand choosing the right senior living community can be an immense decision. The support a loved one receives begins with trusted professionals who display loyalty to residents, a sense of pride in community and cherish relationships at the highest regard. Seniors and their loved ones can count on Highmark where they will experience comfort and freedom. Our core values are: Commitment to Care, Value, Innovative Living & Vibrant Communities and we look forward to welcoming you into our Highmark family.

Position Summary

The Regional Operations Manager (ROM) is responsible for overseeing the operations of multiple senior living communities within a designated region. This role collaborates closely with community executive directors, administrators, department heads, and corporate teams to ensure the highest standards of care and service delivery for residents, while also maintaining regulatory compliance and financial stability. The primary focus of the ROM is to uphold hospitality and customer service standards, drive sales and occupancy growth, ensure quality standards, enhance resident satisfaction, and improve operational efficiencies across their assigned region.

Essential Duties and Responsibilities

Operational Leadership:

• Lead, mentor, and support community executive directors to ensure operational excellence and adherence to corporate policies and procedures.
• Develop and implement strategies to enhance quality, efficiency, and profitability across all communities.
• Monitor and evaluate financial and operational performance indicators and implement necessary action plans to achieve goals.
• Visit the communities on a routine basis.

Financial Management:

• Collaborate with community Executive Directors and accounting teams to develop and manage budgets, ensuring operational and financial targets are met.
• Identify areas for cost reduction and implement cost-saving measures without compromising service or quality.
• Analyze financial reports to assess revenue growth opportunities and make data-driven recommendations for improvement.
• Provide financial analysis and a summary of performance to company leadership on a regular and trended basis.

Resident Care and Satisfaction:

• Foster an environment of resident-centered care, ensuring the development and implementation of resident care programs meet industry best practices and regulatory requirements.
• Regularly interact with residents and families to address concerns, resolve issues, and evaluate satisfaction levels.
• Ensure timely and appropriate response to feedback, complaints, and suggestions for improvement.

Regulatory Compliance:

• Stay updated on federal, state, and local regulations applicable to senior living communities and ensure compliance across all communities.
• Collaborate with community administrators to develop and implement policies and practices that align with regulatory requirements.
• Conduct periodic audits to monitor compliance levels, identify gaps, and implement corrective actions.

Team Development and Training:

• Recruit and onboard community executive directors, ensuring they have the necessary skills and resources to excel in their roles.
• Provide ongoing training, development opportunities, and performance feedback to foster a culture of continuous improvement.
• Foster effective communication channels to promote open dialogue and collaboration among regional teams.

Business Development:

• Maintain current knowledge of projected trends in senior service areas.
• Ensure appropriate planning, development, and implementation of new and existing services meet market needs.
• Identify and evaluate opportunities for program growth consistent with strategic goals.
• Develop and maintain professional relationships and memberships as appropriate for advancing service areas.

Requirements

• Bachelor’s degree in healthcare, business, or related field.
• Previous start up and multi-site community management experience.
• Five years of experience in leadership roles in assisted living and/or senior housing industry.
• A strong understanding of operational systems and proactive approaches from a corporate perspective, and a solid understanding of how this translates to the local level.
• Demonstrated ability to think strategically and work proactively in the creation and management of operational solutions resulting in organizational success.
• Outstanding business acumen with excellent analytical skills in addition to financial, operational, and strategic marketing capabilities, including the ability to recognize and act upon opportunities for revenue enhancement and cost containment.
• Ability to act as a facilitator, consensus builder and collaborator, and to work effectively across various disciplines with a broad range of constituents.
• Excellent oral, written, and interpersonal communications skills, with the ability to bring individuals together and function as a positive and effective mentor.
• Ability to visualize and analyze problems and find solutions that are compatible with the values of the organization.
• Ability to develop innovative win-win business solutions to financial and operational challenges.
• Ability to work independently, as well as with others in a deadline driven environment.
• Strong leadership skills and the ability to effectively coach, motivate, and develop others.
• Ability to select a course of action and consider appropriate variables and possible risks.
• Ability to develop and maintain positive working relationships with corporate leadership and Associates.
• Proficient with Microsoft Office Suite including Word, Excel, and Outlook.
• Ability to maintain confidential information.
• Travel up to 60%.

Success Factors

• Ability to develop and maintain positive working relationships with clients, Associates, and contractors.
• Ability to view the business from the bigger picture perspective.
• Ability to work well under pressure, manage multiple projects simultaneously and meet deadlines.

EOE

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