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Title General Manager
Job ID 005-640-13
Facility Name Peace Portal Lodge (PPL)
City White Rock/Surrey
Job Category Facility Management [General Managers][Departmental Managers]
Job Status Full Time Regular
Shift Day
On Call
Position Summary Reporting to the Regional Manager the General Manager is accountable for all aspects of Residential Care services and general facility operations. The General Manager assumes responsibility for implementation of company policies and programs and all care and hospitality services as defined by the service contract guidelines. Working in collaboration with Clinical Services and Support Services, leads on initiatives supporting resident focused care and customer service excellence.

The General Manager will act as a representative of the company and promote the facility locally through community initiatives as well as globally through involvement with regional health authorities and outside resource services.
Responsibilities
ADMINISTRATION AND COMMUNICATION
• Establishes and communicates goals/objectives for all service providers that are aligned with organizational goals and provide for efficient delivery of quality resident services and excellence in Customer Service
• Maintains a safe and productive working environment for all service team members; establishes and monitors emergency training procedures for the facility.
• Responsible for overall financial management to achieve budgeted performance; ensures procedures are followed to monitor financial control of all facility operations.
• Knowledgeable on all contracted services within the facility, monitoring service outcomes against standards set out in the service contract agreement/guidelines.
• Delegates responsibility and authority appropriately when working with contract service providers and their management teams; monitoring departmental activities to assure departments work together to achieve desired service level outcomes.
• Establishes effective communication and feedback processes across all departments facilitating timely and efficient problem solving and collaborative improvement initiatives.
• Establishes social programs that enhance relationships between residents, service team providers, families, the facility and the community.
• Through consultation with contracted nursing services, obtains and coordinates consultant services (i.e. dental, speech and hearing, pharmacist, OT, PT, mental health, etc.) to meet assessed needs of residents.
• Responsible for maintenance and protection of the buildings and grounds, equipment, and fixtures to ensure efficient and safe operation.
• Actively promotes the facility through local organizations and associations, maintaining a positive rapport with professional contacts, local funding and regulatory agencies and other health organizations.
• Works with Sales Associate to promote facilities Private Pay beds and suites. Facilitates efficient and expedient admission of appropriate new residents once identified by Sales and marketing coordinator.
• Evaluates work procedures and policies to assure compliance with all municipal, provincial and federal regulations and to meet standards of quality resident service delivery.
• Responds appropriately to customer feedback received from residents and family members regarding any aspect of care or service.
• Establishes service team appreciation programs that highlight teamwork, initiative, and excellence in service/care delivery.
 
HUMAN RESOURCE LEADERSHIP
• The General Manager is directly responsible for all aspects of Human Resource leadership for all direct facility employees including: >Proactively assesses and plans for hiring needs
>Leads on all aspects of selection, promotion, supervision, and performance >management of team members.
>Identifies learning needs and coordinates training and orientation accordingly
>Oversees staffing schedules and creates working schedules as needed
• Recommends annual compensation adjustments.
• In order to provide quality resident services the General Manager is responsible for ongoing monitoring and evaluation of the service contractors provider’s policies and procedures for:
>Effective communication and problem solving among service team workers
>Employee morale and general employment practices
>Performance feedback processes
>Training and education
>Disciplinary procedures
>Staffing and scheduling
 
RESIDENT CARE SERVICES
• Ensures quality resident care through the implementation of company policies and programs that support resident safety, dignity and well-being.
• Assists in the planning, implementation, and evaluation of nursing and direct personal care services including: nursing and interdisciplinary services, dining and dietary services, medical services; environmental services and satisfaction surveys
• Oversees all aspects of the wait list management.
• Ensures proper maintenance of all resident records.
• Oversees all programs related to risk management and quality assurance.
 
SUPPORT SERVICES
• Ensures environmental services, laundry, and food services meet company standards, and facilitate resident safety, dignity and comfort.
• In collaboration with the VP, Operations, promotes new initiatives in food services and evaluates satisfaction through company surveys.
• Maintains documentation and keeps relevant records to track use of supplies and ensures planning to use supplies effectively.
Qualifications 1. University graduate in Nursing, Hospital or Business Administration or a suitable combination of education and experience.
2. Minimum five years experience in Health Care Management.
3. Minimum three years experience in management of Geriatric Care Services.
4. Previous financial management experience.
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