Operations Specialist

Provincial Senior Living proudly manages lifestyle-driven Independent Living communities across the United States, united by a shared purpose to enrich the lives of seniors and Team Members alike. Serving thousands of residents and families in more than 13,000 units, we operate with a deep commitment to our foundational Pillars of Excellence, ensuring personalized care, hospitality, and lasting connection. As part of one of the largest senior living families in the U.S., Provincial communities have earned Great Place to Work® certifications from 2022–2026. Provincial is a place where purpose and culture come together to create meaningful work and extraordinary career pathways. We continually aspire and invest in learning and development opportunities that support our team members’ professional growth, helping every team member build a fulfilling and purpose-rich career.

We offer rewarding career opportunities that include:

• Competitive wages
• Access to wages before payday
• Flexible scheduling options with full-time and part-time hours
• Paid time off and Holidays (full-time)
• Comprehensive benefit package including health, dental, vision, life and disability insurances (full-time)
• 401(K) with employer matching
• Paid training
• Opportunities for advancement
• Meals and uniforms
• Employee Assistance Program

Provincial is looking for an Operations Specialist to join our team.  

Responsible for the positive and effective leadership, operation and management of assigned community during a leadership vacancy or other critical business need.  Maintains standards of excellence, occupancy and financial goals within established budgetary guidelines.  The responsibilities for this position may vary slightly depending on the specific community needs, goals, and time frame of assignment. 

Responsibilities:

Managing Vision and Purpose

•  Communicates a clear, Resident focused vision, based upon resident centered model of care.
• Understands and models Provincial's purpose, focus and mission in all aspects of the positions. 

Business Development focus:

• Participates in planning and implementing the marketing and sales strategies as established by Regional marketing and management support.
• Demonstrates the ability to identify and build relationships within the local area that drives businesses into the community, as well maintains an awareness of competitor pricing, thereby maximizing top-line revenue growth and achieves appropriate market position.
• Ensures the community has an effective external business development strategy in place, is able to articulate results and adjust plan accordingly.
• Holds Sales Team Members accountable for success factors including a predetermined number of quality calls and tours.  Establishes appropriate referral sources, resulting in move-ins from referrals.
• Daily Standup Meetings to include issues related to sales and occupancy; Scheduled tours, follow up and at risk.

Resident and Family Service:

• Dedicated to meeting the expectations and requirements of Residents; obtains first hand Resident feedback and uses it for improvements in products and services; acts with Residents in mind; establishes and maintains effective relationships with Residents and gains their trust and respect.
• Achieves outstanding resident engagement survey results. Leads the development and regular review of the engagement improvement plan.
• Holds consistent, effective Town Hall meetings for IL Residents.
• Effectively resolves Resident concerns.
• Resident referrals achieved on a regular, recurring basis
• Ensures Leadership team interacts with residents consistently and effectively.
• Ensures a minimal loss of residents to competitors.  Monitors, tracks and reports on move outs.
• Initiates, promotes and provides ongoing commitment to excellence in services.
• Connects daily with Residents and Family members seeking feedback and providing follow up to questions/issues.  Ensures consistent visibility throughout the community by making regular rounds.
• Ensures IL state regulations are applicable and policies are upheld.
• Maintains a monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters.
• Holds consistent, effective Resident Council meetings.
• Oversees the planning of an in-house family event monthly.
• Ensures Family Meetings/calls are happening regularly.
• Ensures Wellness and Resident Care systems are implemented and followed.
• Participates in “At risk” meetings
• Ensures SHINE program is implemented effectively and prominently within community
• Ensures residents are properly assessed using the DSL/MSL assessment form and assessment is entered into CRM.

Independent Living:

• Ensures all resident administrative files are well maintained, current and in compliance with state regulations.
• Provides excellent quality care and service delivery as measured in the Quality Services Review process; institutes and ensures corrective action in a timely manner.
• Maintains a thorough working knowledge of state regulations, policies and procedures dictated for residents and team members.
• Ensures community follows OSHA requirements.
• Provides leadership and promotion of the Safety and Risk Management policies.
• Reviews and signs off on all incident reports; ensures corrective actions are in place in a timely manner.
• Maintains and safeguards the property of the community.
• Exercises sound fiduciary responsibility to the established policies and procedures.
• Cooperates with all municipal, county, state and federal agencies, departments, bureaus and commissions which maintain or exercise any regulatory authority over the community to include Fire Safety and Disaster Preparedness policies and procedures.
• Notifies Regional Operations Leader when there is any type of outside inspector in the building (State, Police, Fire Department, etc.).

 Quality Assurance and Regulatory Compliance

• Provides excellent quality care and service delivery as measured in the Quality Services Review process; institutes and ensures corrective action in a timely manner.
• Maintains a thorough working knowledge of state regulations, policies and procedures dictated for residents and team members.
• Ensures community follows OSHA requirements.
• Provides leadership and promotion of the Safety and Risk Management policies.
• Reviews and signs off on all incident reports; ensures corrective actions are in place in a timely manner.
• Maintains and safeguards the property of the community.
• Exercises sound fiduciary responsibility to the established policies and procedures.
• Cooperates with all municipal, county, state and federal agencies, departments, bureaus and commissions which maintain or exercise any regulatory authority over the community to include Fire Safety and Disaster Preparedness policies and procedures.
• Notifies Regional Operations Leader when there is any type of outside inspector in the building (State, Police, Fire Department, etc.).

Financial Management and Business Acumen Responsibilities:

• Provides input in the preparation of the community budget, including operation and capital expenditures and executes accordingly.
• Meets with Department Heads weekly/monthly to review Spend downs and department budget status.

• Prepares monthly financial variance analysis. Reviews monthly financial statements, implements plans of action for deficiencies.
• Strives to improve profitability.
• Ensures budgeted revenue is achieved or exceeded by maximizing occupancy and room rate.
• Effectively manages collection process for timely receipt.
• Manages labor to benchmarks adjusting timely to occupancy and service level changes.
• Manages key, non-labor operating costs in line with budgeted levels.
• Processes and submits monthly expenses and budget data timely per policies and internal business controls.
• Provides additional community reports as requested.

• Meets COI expectations.
• Provides overall management and oversight on the P&L, Budget and occupancy expectations.
• Ensures appropriate scheduling of Team Members and appropriate labor schedules.

 Supervisory/Leadership Responsibilities:

• Assists with hiring and selection process of permanent Executive Director.
• Provides training and support to new Executive Director, ensuring a smooth transition of duties.

• Oversees all departments, maintaining full responsibility for efficient operations and compliance with the financial goals established in the approved Operating Budget.
• Recruits, selects and ensure comprehensive training for department heads.  Provides guidance in the hiring of all other Team Members.
• Provides direct, constructive and timely evaluation of Department Heads.
• Ensures all community Team Members are provided with timely performance feedback/reviews and potential compensation reviews.
• Effectively delegates to Department Heads.
• Deals with direct reports firmly and fairly in a timely manner; does not allow problems to fester, holds timely discussions; can make tough decisions when all other efforts fail.
• Ensures consistent and timely orientation and ongoing training is delivered to team members.
• Ensures that appearance and presentation of Team Members are professional and meets DSL/MSL Uniform Guidelines.

• Maintains appropriate level of staff to prevent overtime.
• Promotes development of team management skills, capabilities and sharing of best practices.
• Establishes an “open door” policy with team members and residents to address concerns, opinions and a general communication for the promotion of goodwill and effectively promotes a positive and efficient work atmosphere.
• Performs all other duties assigned.

Qualifications:

• Bachelor’s degree is preferred; Business Administration, Hospitality or a Health-related field is ideal.
• Minimum of three years managerial experience preferably in the senior living, health care or hospitality industries.
• Previous management experience including hiring, coaching, performance management, daily operations supervision and budget oversight.
• Previous sales experience preferred.
• Demonstration of success in managing operating expenses.
• Frequent travel and/or extended time away from home depending on location of assignment. 

If having a direct impact on the lives of others is appealing to you, apply today and join our team!

EOE D/V