Chief Operating Officer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Our intention is to have employees who are passionate about making their personal mission statement come to life each day at work!  Be it through providing healing, eradicating loneliness, contributing to efficiencies, streamlining processes, being dependable, sparking creativity or something else, the demonstration of HOW you do your job is just as important as WHAT you do in your job.

Alongside our valued employees, we are making a difference throughout the state of Ohio in the lives of those that need healthcare or those embracing the next chapter of their lives. Sustained members of our team demonstrate accountable behavior and share our values of customer service, innovation, integrity, financial stewardship, inclusion, leadership and care.

The Chief Operating Officer (COO) is responsible for operational leadership, strategic planning support, financial and operational results, including quality of services and satisfaction, for the organization and ensures services operate in accordance with federal, state, and local regulatory standards, to ensure that the highest degree of care and services are delivered.

 Essential Activities and Tasks 

Operations Management - 30%

• Provides leadership, direction, and guidance to the Executive Directors and all direct reports on day-to-day areas of concern, major initiatives, and other issues.
• Regularly visits the operational areas of responsibility including Ohio living communities and home health and hospice locations in order to personally view the operations, meet with site leadership and staff.
• Ensures systems and monitoring are in place to meet or exceed quality care and compliance standards.
• Routinely reviews quality care issues with the Div. Dir of Clinical Ops & Org Compliance, including accreditations, delivery of services, therapies provided, resident activities, and regulatory matters.
• Manages, develops, and evaluates acquisition and start-up locations.

People Management and Development - 35%

• Manages the Executive Directors at each of the organization’s locations and other corporate direct reports.
• Fosters a positive work environment that attracts, retains, and motivates employees.
• Interviews, selects, and orients new direct reports.

• Defines, establishes, and promotes performance expectations so direct reports understand and demonstrate excellence through high quality and consistent performance.

• Evaluates job performance of direct reports in accordance with the company policy and procedure and provides developmental guidance to staff for improved performance and growth.

• Routinely assesses the overall performance of the organization’s operations staff in an effort to identify any structural reorganization opportunities or necessities to support existing or needed skill sets that position the organization to achieve desired performance outcomes and support changing needs of other operational departments and locations. 

• Monitors accountability with organization requirements prescribed by the Employee Handbook.  Documents and engages employees who are routinely not observing these requirements in an effort to achieve compliance.  Works with Human Resources when circumstances arise that necessitate further documentation and intervention.

• Directs and develops executive management throughout the organization.

• Participates in the development, planning, scheduling, conducting, and monitoring of in-service training programs, on-the-job training, and orientation programs for departmental staff.
• Ensures that there is a reasonable and sufficient plan for staffing should a direct report be absent or a direct reporting position be vacant.
• Responds timely and thoughtfully to questions, requests, and work product from departmental staff that have been provided for review and approval.

• Shares authority with the local community advisory boards for the hiring, ongoing development, or termination of Executive Directors as defined in the HR policies and procedures and the retirement community board handbooks.

Marketing and Relationship Management - 10%

• Supports and teams with the Chief Brand and Growth Officer on the development and implementation of marketing, referral source relationship management and branding strategies, systems and processes in order to achieve volume targets, communicate desired messages and maintain the integrity of the organization’s brand. 
• Partners with site sales and marketing staff members to identify, build, and sustain referral source relationships to drive revenue growth.
• Reviews sales reports, forecasts, and marketing budget.
• Participates in marketing and relationship management efforts as necessary.
• Reinforces to all staff their role in marketing and census attainment.

Financial Management - 10%

• Works with Executive Directors to develop balanced budgets for each area of operation.
• Works with the Finance department to develop operating budgets, which include annual and capital budgets for all locations, and teams with officers on the development of the Corporate Office budget.
• Oversees operating financial performance on a monthly basis to ensure that annual budget and other financial targets are met. Provides guidance and leadership on corrective measurements to Executive Directors to correct budget when unexpected costs or reduced revenues occur.
• Prepares and manages financial plans in conjunction with Executive Directors and other company officers for new projects.
• Partners closely with the Chief Financial Officer (CFO), Executive Directors, and Administrators on billing, reimbursements, accounts receivable, and cash management.
• Establishes ongoing financial reporting and monitoring activities with the CFO and Finance department.

Board Relations - 5%

• Serves as a representative on the Quality Improvement, and Finance, Audit, Ethics and Compliance Committees.
• Participates and contributes to board and other committee meetings as required.
• Actively participates with the Executive Directors on the education of the local advisory boards.

Customer and Community Relations - 5%

• Fosters, cultivates and maintains open and trust-building relationships with residents, patients, donors and their families.
• Fosters, develops and maintains positive and effective relationships with public and governmental officials, churches and community leaders.
• Provides leadership for state and national LeadingAge organizations, and other needed constituencies that relate to the company and its operational units.

Strategic Planning - 5%

• Provides leadership in the development of the vision, strategic planning and growth for the organization. 
• Works with the CEO, CFO and the Executive team on assumptions for the long-range financial plan, ensuring financial strength, and operating efficiency with growth.
• Provides leadership in the succession planning process for the organization, including selection and development of high potential employees.

All other duties as assigned. 

 Qualifications

Education

• Bachelor’s degree in business administration, health services, gerontology, or a related field required.
• Master’s degree in business administration, health services, gerontology or a related field preferred.
• Current unencumbered license to practice as a Licensed Nursing Home Administrator (LNHA) in Ohio preferred.

Experience

• Ten years experience in a senior operations management role in a long-term care community as the Regional Vice President or COO required.
• Experience in operations management in a not-for-profit organization preferred.
• Experience in strategic planning, board/committee relations, financial management, capital and operating budgeting, complex organization management, development and expansion of facilities and programs, involvement with volunteers, and team building.
• Experience with CCRC development and start-up required.
• Involvement in long term care industry organizations required.
• Experience with governing boards of not-for-profit corporations preferred.
• Proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint), and the internet required.

Other Requirements

• Must be able to read, write, speak and understand the English language.
• Must possess a valid driver's license and acceptable driving record. Must be insurable under professional liability and crime coverage policies as specified by insurance carrier underwriting standards.

Working Conditions and Special Requirements

• Sitting - Up to 6 hours/day
• Standing - Up to 3 hours/day
• Walking - Up to 2 hours/day
• Lifting, transferring, pushing or pulling equipment/supplies. - Up to 25 pounds
• Driving - Up to 6 hours/day
• Travel % / Overnight Travel - Occasional
• On-call availability - 24/7 for emergencies
• Risk Category for Exposure to Bloodborne Diseases - III