POSITION SUMMARY:

The Households Operations Manager oversees the day-to-day operations of the Households division at Levindale to assure that the quality of life and quality of care experience of the residents are met/maintained on an individual basis.

Essential Functions:

Resident-Centered:

• Develops and maintains a good working rapport with other department personnel within the facility to assure that the needs of residents are met.
• Collaborates with other leaders to share resources, knowledge, expertise, opportunities, and achievements.
• Demonstrates creativity with residents and staff both planned and spontaneous, while encouraging resident autonomy. Assesses, identifies, and plans the needs of residents and staff to develop lasting and meaningful relationships.
• Instills a culture that promotes and supports resident-centered care and spontaneity. Identifies the need for intervention to benefit patients/residents and ideas for possible service needs, improvements in services and makes recommendations.
• In collaboration with Admissions and Guest Relations, ensures a smooth admission process and transition to the neighborhood.
• Greet and meet patients/families upon admission, and ensure that an interdisciplinary care plan meets the family unit.

Team:

• Works in conjunction with all team members to implement the Household model and improve the quality of life for all residents.
• Hires, engages, develops, and evaluates the Household team in conjunction with the Department Manager.
• Works closely with staff to uphold and further the Levindale Leadership vision.
• Serves as a role model, providing leadership in problem-solving and all operations within the Household on all shifts.
• Builds autonomous teams through education, modeling and communication to empower self-directed work teams.
• Represents the Households on various committees and shares pertinent information with staff and residents.

Fiscal Management:

• Manages fiscal aspects of the department.
• Assists with preparation and monitors annual budget for the Households.
• Monitors resource allocation and adherence to household budget.
• Adheres to determined staffing pattern in the Households.

Customer Satisfaction:

• Ensures highest level of customer service and satisfaction achieved for Resident, family, and staff communication.
• Utilizes employee and patient satisfaction data to create an environment that rewards high level performance.
• Monitors the results of the surveys, presents to departments, and ensures action plans are developed and met.
• Creates resident and family involvement through family council, Kibbutz events and care plan meetings.
• Engages Resident families in Resident-centered care.
• Reviews issues with family members that are pertinent to the patient's stay at Levindale from pre-admission to post-discharge.
• Writes and send out condolence letters to spouses and responsible parties of patients and residents.
• Meets or exceeds established patient satisfaction goals.
• Ensures follow-up on customer concerns is completed to the satisfaction of the customer.
• Work with staff to practice immediate service recovery.

Household Tasks:

• Facilitates and/or actively participates in team building, both within the neighborhood and throughout the facility, to promote the Household model.
• Promotes, facilitates and/or participates in Learning Circles and Person First training. Responds with flexibility to Household needs.
• Rounds and interacts with all departments to ensure a safe, clean, de-cluttered, home-like/comfortable environment and that the furnishings are maintained.
• Monitors the physical environment for improvements to aid in good customer service.
• In conjunction with the Household team, provides a clean and safe environment for residents. Promotes ongoing staff education and individual development.
• Ensures tours of the facility, both scheduled and impromptu.
• Works with Household Coordinators to identify problems that interfere with customer service and seek solutions.

Quality Improvement:

• Manages the regulatory aspects of the department.
• Meets or exceeds established quality improvement goals and initiatives.
• Ensures compliance with local, state, and federal laws.
• Ensures continued compliance with survey readiness such as QIS and Joint Commission.

QUALIFICATIONS AND REQUIREMENTS:

• Seasoned professional knowledge; equivalent to a master's degree; knowledge in more than one discipline
• 3-5 years in nursing home or long-term care (LTC) facility
• 3-5 years in management
• Valid/Active Maryland Registered Nurse License
• Valid American Heart Association CPR Cert.