Vice President of Resident Experience

ESSENTIAL RESPONSIBILITIES:

• Oversee residents' experience engagement, ensuring each resident and their families have a gold-standard experience

• Create a heightened level of awareness of resident experience across leadership

• Build a framework for Covenant Living's resident experience, complete with measurables

• Oversee the identification, scheduling, and promotion of on and off site activities for resident programming in all dimensions of wellness. In collaboration with healthcare staff, oversee the coordination and promotion of community-wide programs as appropriate.

• Build, oversee, and promote Covenant Living's hospitality and customer service programs.

• Support the utilization and enhancement of the My Covenant Life app

• Managing Community life enrichment programs in all levels of care at Covenant communities

• Responsible for overall success of the SAIDO and Memory care programs

• Oversight and overall success of resident engagement and insight results

• Work with professional organizations, independent contractors, and outside parties to plan, execute and improve resident programing and experience.

• Work with Corporate HR Learning and Organizational Effectiveness team to develop and implement training materials and modules, and conducts training for Lifestyle Managers and Directors. This collaboration also includes the creation and updating of the New Employee Orientation and onboarding materials and resources related to Covenant's Resident Engagement program.

• In collaboration with Resident Care leadership, ensure adherence to resident wellness standards consistent with the company's Philosophy of Care in managing the various activities that residents participate in and/or lead.

• Partner with corporate and community Resident Care leadership to ensure effective participation and reporting by Lifestyle Managers in Quality Assurance and Performance Improvement (QAPI) process.

• Participate in Covenant's Quality and Safety committee with other corporate leaders to establish and execute initiatives aimed at improving overall quality in our Care Centers from a regulatory and compliance perspective.

• With other operations functional leaders, help develop, execute, and support initiatives meant to enhance and improve overall resident services, wellness, and daily life. This includes, but is not limited to: Healthy eating efforts with Food & Beverage and Fall Prevention initiatives with Resident Care and Resident Services

• Analyze the needs of the communities for appropriate staffing and activities; guides budget development and makes recommendations as indicated

• Collaborate with Human Resources leadership on incorporating Covenant Resident Engagement components into employee benefits communications and efforts, along with those related to Respect, Diversity, Equity, and Inclusion

• Oversee resident satisfaction survey: share results with corporate and community management and guides necessary steps to maintain positive outcomes and address negative results

• Utilize survey results and customer information to improve or create products and services

• Monitor industry trends and competition to keep communities at the forefront of appropriate programming for residents and targeted customer base

• Partner closely with IT leadership to establish and implement organization-wide technology solutions roadmap as it relates to resident engagement

• Represent the company at external conferences and brings innovative programming and hospitality best practices back to the communities

• Create and ensure adherence to company standards for various core programs, related environments (e.g. fitness centers, meeting facilities), professional relationships, communications, newsletters, etc.

• Develop quality indicators for services and programs listed above. Identifies areas with potential for improvement then facilitates the appropriate quality assessment and performance improvement (QI) activities and reporting.

• Develop and implement programs, systems, processes, and education to ensure consistent delivery of lifestyle, resident and employee wellness experiences, and certain resident services and amenities

• Lead Covenant's Lifestyle teams delivering standards, program, and services for:

EDUCATION AND WORK EXPERIENCE:

Required Degree: Bachelor's Degree preferably in field related to gerontology, health / exercise science, etc.

Preferred Degree: Master's Degree.

Experience: Minimum 5 - 10 years leadership experience with at least 5 years in senior living community operations

KNOWLEDGE, SKILLS AND ABILITY:

This position requires a high degree of interpersonal relationship skills and entrepreneurial creativity. Excellent communication skills (written and verbal, English), are a necessity, tempered with courtesy and clarity. The individual must have a keen sense of customer service and compassion, an understanding for senior adults and those challenged by physical and/or mental disabilities. The ability to deal with the public in a pleasant and professional manner, whether through a telephone conversation, in person with individuals, in a small group, or in front of an audience, is an essential in this role.

The person must be able to work independently and to work effectively with others. The individual must be able to use personal judgment and evaluation skills in the selection of activities, programs, and appropriate volunteer activities. This judgment must reflect a clear understanding of the CRC mission statement and the acquisition and maintenance of campus and corporate policies and procedures.

The person filling this role must have the ability to plan and conduct multiple and varied responsibilities with limited supervision and direction, organizing his/her own schedule and duties to complete the responsibilities. Effective multitasking, diligence, accuracy, and organizational skills must be balanced with an understanding of the big picture and how this role fits into the organization and the Covenant Living Resident experience concept as a whole.

COMPETENCIES:

• Strong leadership skills include the ability to think and act strategically with demonstrated experience in developing and implementing programs that promote life enrichment, lifelong learning, fairness, and inclusion.

• Demonstrated change management skills.

• Ability to establish and maintain effective working relationships within the community as well as corporate staff and employees at all levels.

• Take appropriate and timely action to ensure results are achieved.

• Excellent analytical and deductive reasoning, judgment, and critical thinking skills.

• Broad business and financial acumen. Ability to develop, analyze and manage departmental budgets.

• Ability to recognize and develop community resources necessary to fulfill the essential job functions.

• Is adaptable to changing needs and priorities of the community and corporate environments.

• Knowledge of Federal and State laws regarding senior congregate living, elder care and assisted living and subsequent compliance requirements.

• Expertise regarding wellness philosophy, physiology, and psychology of aging, and medical conditions.

• Ability to build teams and relationships both internally and externally with critical stakeholders.

• Uses discretion in handling confidential information, incorporating all Federal, State and local privacy and confidentiality requirements.

• Computer skills, including proficiency in MS Office.

• Proficiency with audio/visual media, presentation, and publishing software.

• Travel - 40%

• History of leadership in developing and advancing initiatives and culture within a framework of continuous improvement.

• Strong oral and platform speaking skills. Excellent verbal and written communication skills to respond to sensitive issues and convey the company's message to employees, residents or families as needed.

• Guide and inspire a high-performing Customer Success team that achieves and exceeds revenue targets while fostering customer loyalty and growth.

• As a customer advocate, build strong relationships with our customers, understand their needs, and ensure their success with our platform. Promote increased adoption and expansion of our solutions within customer organizations.

• Advocate for and implement a culture of continuous learning and improvement within the team. Drive initiatives that improve customer satisfaction and team efficiency.

• Define and execute strategies to drive customer retention, renewal, upsell, and cross-sell, contributing directly to our growth objectives.

• Collaborate with other departments to align on company goals, relay customer feedback, and ensure a unified customer experience.

#Corporate

Reasonable Pay Estimate

For full time employees, we offer a generous benefits package that includes:

• Medical, dental and vision insurance
• Employer paid group term life and disability
• Paid Time Off (PTO) & six paid holidays
• 403(b) with a 3% employer match
• Fitness center use at most facilities.
• Various voluntary benefits:
  • Life, AD&D
  • Tuition assistance and scholarships
  • Employee assistance program
  • Legal services, home/auto insurance, discount purchasing program
  • Pet Insurance

For more information about Covenant Living and CovenantCare at Home, please visit www.covliving.org or www.covenantcareathome.org.

Covenant Living and CovenantCare at Homeare equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, or any other characteristics protected by local laws, regulations, or ordinances.