Lutheran Senior Services is hiring a Chief Operating Officer (COO).

The COO role requires executive level operations experience in the aging services space.

Summary:

The Chief Operating Officer will be responsible for formulating and implementing a system-wide, transformational vision of excellence in operations, dedicated to executing, leading, and driving the operational and strategic plan for the organization; This role will collaborate with the CEO in setting and driving the operational vision and strategy, ensuring the plan meets actionable goals for performance, growth, and innovation; The COO will play a key role in supporting leaders to foster a culture of collaboration and communication that values and appreciates each employee and their capacity to positively influence a superior experience for residents, clients, and families, and ensure operational plans, processes, procedures, objectives and key projects are managed to meet operational success across Lutheran Senior Services (LSS).

In this role, the COO will have leadership responsibility for the operations of multiple Life Plan Communities, Affordable Housing, Physical Assets/Capital Improvement, Sales and Revenue Related Programs, Strategic Projects and Clinical Performance and Quality, ensuring high quality care and services are delivered and customer satisfaction is high.

Essential Duties and Responsibilities:

1. Provides direct leadership in developing, implementing, and executing continuous performance that ensures delivery of high quality, efficient, and accessible “resident focused” care under the person-centered care model across all communities

2. Designs and executes a clear operational plan and collaborates to share multi-year vision for the organization that meets the needs of residents, team members, family members, and capital partners that is financially planned for and viable

3. Manages the organization’s operations by directing and coordinating activities consistent with established long- and short-term goals, objectives, and policies, ensuring compliance and achievements are both measurable and attainable

4. Oversees the planning and direction of operations, in partnership with the senior leadership team, to ensure the organization’s performance goals, strategic planning and business requirements are met

5. Develops and manages metrics and analytics with frequent interaction across all levels of the organization, interpreting data and communicating results and needed changes to meet business objectives

6. Works with all departments to promote a culture of accountability and collaboration, focused on a person-centered culture that promotes coaching, mentoring, retention and internal growth within the organization

7. Responsible for planning and overseeing development, implementation, and ongoing support of quality management, compliance, and education initiatives and programs through life plan communities

8. Tracks and monitors expense and labor management, adjusting accordingly and proactively; Reviews metrics and related benchmarking and management reports and working closely with the LSS Finance department in the review of financial statements, and approval of annual capital and operating budgets

9. Establishes an integrated structure to assess and evaluate resident/client care and satisfaction, actively seeking ways to improve outcomes and operational performance

10. Implements and executes strategies that simplify and improve health and wellness outcomes, operational effectiveness, and overall quality within the organization

11. Reviews, develops, and drafts policies, procedures, best practices, and standard operating procedures, updating as required

12. Participates in industry leadership associations, task forces and conferences, to remain current in client experience best-practices

13. Maintains compliance with regulations governing healthcare and assures compliance with the current government and regulatory and contract requirements for delivery of services

14. Supports the safety programs, safe working practices, and other programs that Lutheran Senior Services sees as key to organizational success.

Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Bachelor’s degree in health care related field, business, or gerontology is required; Masters’ degree in related field is preferred
Minimum of five years’ experience in business management, health care, or residential management setting with supervisory experience is required
Extensive experience in creating, implementing, and executing business strategy and operational plans.
Must be knowledgeable in their field of expertise yet able to demonstrate humility and exceptional skills in developing and forging successful working relationships with executive leadership, front line staff, other key functional stakeholders
Proven ability to lead large scale change and prioritize the implementation of multiple projects over multiple years
Effective and controlled leadership presence with extraordinary influencing skills
Ability to lead to clear decisions in a changing, ambiguous environment
Models customer service-focused mission-driven approach to service delivery that values diversity in our staff and resident/client/patient population
Experience in working with the problems and concerns of older adults and their families’
Must embrace the “Person Centered Care” model of care.
Must be able to lead to clear decisions in a changing, often ambiguous, environment
Strategic and critical visionary leader with an eye towards, and an appreciation for, implementing and measuring short- and long-term plans
Keen financial intellect and strong quantitative/analytical acumen
Must possess exceptional organization, project management and system improvement skills; Excellent planning, interpersonal, problem solving, analytic (both qualitative and quantitative), and oral and written communication skills; Communication, team-building, and team-leading skills are essential, as this position will interact with all levels of personnel and management
Ability to represent the LSS organization with state and local agencies, funders, local government, elected officials, consumers, and community groups

Lutheran Senior Services

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