Saratoga Retirement Community - Resident Services Director

About the role

The Resident Services Director is responsible for leading resident-facing operational coordination with a primary focus on compliance, resident safety, emergency escalation, and appropriate level-of-care transitions.

Responsibilities

• Serve as the designated operational coordination contact when Independent Living residents report clinical concerns, urgent needs, emergency concerns, or changes in condition that may require review, intervention, or transition to a higher level of care.
• Coordinate across departments to resolve resident issues efficiently and professionally.
• Support respectful, clear, and compassionate communication while maintaining appropriate boundaries, regulatory awareness, and alignment with community policy and Executive Director.
• Lead operational coordination for residents whose needs may exceed the services available in their current setting, with particular focus on Independent Living residents who may require Assisted Living, Memory Care, Skilled Nursing, outside services, hospitalization, rehabilitation, or other placement options.
• Escalate any necessary matters to the Executive Director and appropriate department leaders in a timely manner.
• Serve as a central operational coordination point for resident-related matters that involve multiple departments or require structured follow-up.
• Serve as a professional point of contact for assigned resident and family concerns requiring operational coordination, follow-up, or multi-department response.
• Oversee the daily operation of the Front Desk/Command Center as the central communication and operational hub of the campus.
• Supervise Front Desk staff to ensure professional service, consistent coverage, timely response, and adherence to established procedures.
• Oversee transportation services for residents in accordance with community policy, resident needs, safety expectations, and operational priorities.
• Oversee assigned Activities and Life Enrichment programming to support resident wellness, engagement, socialization, and quality of life.
• Maintain oversight of assigned resident records, required documentation, trackers, and compliance follow-up processes.
• Support the Mission, Vision, and Values of the Community and Transforming Age's Culture of Excellence in all areas of responsibility.

Requirements

• High school diploma or equivalent - Bachelor’s degree in healthcare administration, social work, gerontology, business administration, human services, hospitality management, or related field preferred.
• Minimum of three to five years of experience in senior living, healthcare, resident services, social services, case management, hospitality operations, or related field preferred.
• Experience in a continuing care retirement community, life plan community, assisted living, memory care, skilled nursing, or similar healthcare setting strongly preferred.
• Experience coordinating resident transitions, family meetings, care conferences, interdisciplinary processes, compliance follow-up, resident records, or emergency escalation preferred.
• Supervisory or team leadership experience preferred.
• RCFE knowledge, RCFE certification, or willingness to obtain RCFE certification preferred if required by the community.
• Strong understanding of senior living operations, including Independent Living, Assisted Living, Memory Care, Skilled Nursing, resident services, and resident transitions.
• Working knowledge of resident rights, service limitations, regulatory sensitivity, documentation expectations, emergency escalation, and level-of-care coordination.
• Ability to recognize when a resident concern requires escalation to Health Services, Assisted Living, Memory Care, Skilled Nursing, Social Services, Emergency Medical Services, Administration, or another department leader.
• Strong judgment and ability to distinguish between operational coordination, clinical decision-making, regulatory determination, family communication, social work needs, and hospitality/concierge requests.
• Assertive, professional, and solution-focused leadership style with the ability to move difficult processes forward despite resistance or conflict.
• Excellent problem-solving, organization, prioritization, tracking, and follow-through skills.
• Excellent verbal and written communication skills, including documentation, resident/family communication, staff direction, and leadership reporting.
• Able to manage multiple priorities, sensitive resident issues, urgent concerns, and competing deadlines without losing follow-through.
• Able to work effectively with residents, families, department directors, frontline staff, vendors, hospitals, rehab centers, outside providers, and executive leadership.
• Able to maintain confidentiality, professionalism, composure, and discretion in difficult or emotionally charged situations.
• Able to build trust while maintaining appropriate role boundaries and community.

Qualifications

• High school diploma or equivalent - Bachelor’s degree in healthcare administration, social work, gerontology, business administration, human services, hospitality management, or related field preferred.
• Minimum of three to five years of experience in senior living, healthcare, resident services, social services, case management, hospitality operations, or related field preferred.
• Experience in a continuing care retirement community, life plan community, assisted living, memory care, skilled nursing, or similar healthcare setting strongly preferred.
• Experience coordinating resident transitions, family meetings, care conferences, interdisciplinary processes, compliance follow-up, resident records, or emergency escalation preferred.
• Supervisory or team leadership experience preferred.
• RCFE knowledge, RCFE certification, or willingness to obtain RCFE certification preferred if required by the community.
• Strong understanding of senior living operations, including Independent Living, Assisted Living, Memory Care, Skilled Nursing, resident services, and resident transitions.
• Working knowledge of resident rights, service limitations, regulatory sensitivity, documentation expectations, emergency escalation, and level-of-care coordination.
• Ability to recognize when a resident concern requires escalation to Health Services, Assisted Living, Memory Care, Skilled Nursing, Social Services, Emergency Medical Services, Administration, or another department leader.
• Strong judgment and ability to distinguish between operational coordination, clinical decision-making, regulatory determination, family communication, social work needs, and hospitality/concierge requests.
• Assertive, professional, and solution-focused leadership style with the ability to move difficult processes forward despite resistance or conflict.
• Excellent problem-solving, organization, prioritization, tracking, and follow-through skills.
• Excellent verbal and written communication skills, including documentation, resident/family communication, staff direction, and leadership reporting.
• Able to manage multiple priorities, sensitive resident issues, urgent concerns, and competing deadlines without losing follow-through.
• Able to work effectively with residents, families, department directors, frontline staff, vendors, hospitals, rehab centers, outside providers, and executive leadership.
• Able to maintain confidentiality, professionalism, composure, and discretion in difficult or emotionally charged situations.
• Able to build trust while maintaining appropriate role boundaries and community.

Skills

• High school diploma or equivalent - Bachelor’s degree in healthcare administration, social work, gerontology, business administration, human services, hospitality management, or related field preferred.
• Minimum of three to five years of experience in senior living, healthcare, resident services, social services, case management, hospitality operations, or related field preferred.
• Experience in a continuing care retirement community, life plan community, assisted living, memory care, skilled nursing, or similar healthcare setting strongly preferred.
• Experience coordinating resident transitions, family meetings, care conferences, interdisciplinary processes, compliance follow-up, resident records, or emergency escalation preferred.
• Supervisory or team leadership experience preferred.
• RCFE knowledge, RCFE certification, or willingness to obtain RCFE certification preferred if required by the community.
• Strong understanding of senior living operations, including Independent Living, Assisted Living, Memory Care, Skilled Nursing, resident services, and resident transitions.
• Working knowledge of resident rights, service limitations, regulatory sensitivity, documentation expectations, emergency escalation, and level-of-care coordination.
• Ability to recognize when a resident concern requires escalation to Health Services, Assisted Living, Memory Care, Skilled Nursing, Social Services, Emergency Medical Services, Administration, or another department leader.
• Strong judgment and ability to distinguish between operational coordination, clinical decision-making, regulatory determination, family communication, social work needs, and hospitality/concierge requests.
• Assertive, professional, and solution-focused leadership style with the ability to move difficult processes forward despite resistance or conflict.
• Excellent problem-solving, organization, prioritization, tracking, and follow-through skills.
• Excellent verbal and written communication skills, including documentation, resident/family communication, staff direction, and leadership reporting.
• Able to manage multiple priorities, sensitive resident issues, urgent concerns, and competing deadlines without losing follow-through.
• Able to work effectively with residents, families, department directors, frontline staff, vendors, hospitals, rehab centers, outside providers, and executive leadership.
• Able to maintain confidentiality, professionalism, composure, and discretion in difficult or emotionally charged situations.
• Able to build trust while maintaining appropriate role boundaries and community.

Benefits

This position pays $120,000 - $140,000 DOE and offers fantastic benefits and an incredible culture.

Pay

This position pays $120,000 - $140,000 DOE and offers fantastic benefits and an incredible culture.

Schedule

Not specified.