Sr General Manager

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Job description

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Sunrise Senior Living was again certified as a Great Place to Work by Activated Insights. This is the 7th time Sunrise has received this top culture and workplace designation, highlighting the special place Sunrise is to be a part of.

COMMUNITY NAME:
Sunrise at Mill Basin

Job ID:
(phone number removed)

JOB OVERVIEW:
The Senior General Manager is responsible for all aspects of the business for the community to which they are assigned. These responsibilities include but are not limited to financial management, team member relations, retention and development, resident well-being, quality assurance, family services, and regulatory compliance. Additionally, a key component of this position is the ownership of the Sales and Marketing process to ensure maximization of revenue and our market position. The Sr. ED will travel to the various communities to support the regional operational needs, build strategic working relationships quickly to guide the community, provide leadership and support, and stabilize, then successfully transition, and adapt for the next community leadership assignment. The Sr. ED is expected to create, in alignment with our mission and values, a positive atmosphere in the community for residents, family and friends, and all team members.

RESPONSIBILITIES & QUALIFICATIONS:
Responsibilities:

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed below:

People:

Knows and lives the Sunrise Mission, Principles of Service, and Core Values and understands the implications of these for all actions and decisions.

Demonstrates serving leadership and acts as a role model.

Communicates and inspires a vision of core purpose, is optimistic, creates milestones and shares the vision.

Promptly and effectively assesses the community team (strengths, opportunities, dynamics) and builds strategic working relationships at all levels, guides the team for greater team performance and operational results.

Guides the community in proactively building relationships with internal and external business partners such as, but not limited to, team members, residents, family members, major referral sources in the service area and vendors.

Demonstrates an understanding of the strategic importance of customer relationships; supports the community leaders in proactively building, maintaining, and leveraging key relationships to achieve community operational objectives.

Attracts, hires, retains, and develops top talent.

Builds and leads high performing teams.

Champions the overall customer and team member engagement programs, processes, and practices.

Effectively resolves customer concerns through consistent use of the problem resolution program.

Proactively confronts difficult issues and makes bold decisions.

Leads with authority, conviction, and ethical fortitude.

Holds team members accountable to high performance standards and takes action on poor performers.

Commitment to say "YES", courage to say "NO" only when absolutely needed.

Business Acumen:

Knows business operations; knowledgeable in current policies, practices, trends, and information affecting his/her business and organization; knows the competition, is aware of how strategies and tactics work in the marketplace.

Demonstrates understanding and applies knowledge of all Sunrise products and services including their individual features and the benefits they bring to residents and family members.

Demonstrates action and functional understanding of the overall senior care market and Sunrise's unique niche in that market.

Utilizes marketing and sales data for decision making and business planning.

Demonstrates effective functional knowledge of P&L business management (pricing, financial reporting, census measures, variance reports, labor reports, etc.).

Understands and demonstrates passion for Sunrise business model and value proposition as a management services company with fiscal accountabilities to multiple owners and stockholders.

Savvy: thinks abstractly and makes things work when there is no absolute instruction; ability to adapt to business needs.

Responsible for quickly and effectively, assessing the business needs of the community they are assigned to and developing and implementing a plan for greater performance and effectiveness.

Business Development, Financial Management - Profit:

Demonstrates 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 achieves appropriate market position.

Drives implementation of Business Development (BD) strategy as designed in conjunction with Regional Director of Sales & Marketing, VP, Director of Operations and Director of Sales (DOS).

Spends dedicated time with the DOS, developing and coaching sales abilities and interactions.

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

Understands and leverages multiple revenue drivers (beyond occupancy levels) that drive the top line (e.g., pricing, inventory management, care levels).

Understands competitive opportunities and threats.

Understands the internal costs associated with all Sunrise programs and levels of service.

Prepares and adheres to the community budget.

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

Reviews monthly financial statements and implements plans of action for deficiencies.

Effectively manages collections process.

Manages key, non-labor operating costs in line with budgeted levels.

Processes and submits monthly expenses and budget data timely per Sunrise policies and internal business controls.

Priority Setting:

Spends time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Demonstrates great judgment relating to issues that matter.

Facilitates effective Stand Up and Department Leaders meetings (time and content).

Honors time commitments, begins and ends meetings on time.

Effectively communicates priorities.

Demonstrates flexibility to adjust priorities to the ever-changing needs of the business.

Resident and Family Services:

Maintains monthly proactive communication with resident's family members or responsible parties.

Oversees the planning of an in-house family event monthly.

Holds consistent, effective Resident Council meetings.

Encourages family involvement via Volunteer Programs.

Makes self-available to residents and their families.

Ensures implementation and maintenance of a family support program.

Ensures Family Service Meetings happen regularly and according to Sunrise policy.

Ensures Sunrise Wellness and Resident Care systems are implemented and followed.

Quality Assurance and Regulatory Compliance:

Strives for excellent quality care and service delivery as measured in the Community Performance Review process (CPA); institutes and ensures corrective action in a timely manner.

Reviews customer and secret shopper surveys and acts accordingly and institutes appropriate corrective actions in a timely manner.

Develops a thorough working knowledge of state and provincial regulations and policies and procedures dictated for residents and ensures compliance.

Ensures all resident administrative files are well maintained, current and in compliance with regulations.

Follows up on issues identified in the Regional Director of Resident Care (RDRC) site visit report.

Follows up on mock survey process.

Ensures community is in compliance with OSHA requirements.

Provides leadership and promotion of the Sunrise Safety and Risk Management policies.

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

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

Training, Leadership & Team Member Development:

Blends people into teams when needed, creates strong morale and spirit in team, shares wins and successes, fosters open dialog, defines success in terms of the whole team, and creates a feeling of belonging in the team.

Partners with the Regional team and community leaders in the delivery of and participation in Sunrise University Training and self-study programs.

Develops a working knowledge of state/provincial regulations and ensures compliance through supervising and coaching team members.

Achieves team member engagement goals and actively leads the engagement process and programs.

Effectively manages the recruitment process using Sunrise's applicant tracking system (ATS) and established selection programs and processes.

Oversees team member staffing and scheduling according to operational and budgetary guidelines.
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