Director of Complete Senior Living Call Center

Position Summary

Salary: $110,000 - $120,000 depending on experience

Lifespark Benefits Include:

• Annual Reviews/Raises {Shift differentials if applicable}

• PaidTime Off - Vacation Time

• Mileage reimbursement

• Medical, Dental, Vision benefits forFull Time Hires

• Short-Term Disability & Long-Term Disability Insurance

• Life Insurances

• 401k + Company Match for full-time and part-time employees

• Referral bonuses

• Career path to other positions within our growing company!

Lifespark is a fully integrated senior living and health care services model designed to deliver a seamless, proactive, and holistic experience for older adults. By combining high-performing senior living operations with deep geriatric medical expertise, in-home urgent response, world-class wellness programming, and a whole-person, preventative approach including a transition path to late-life hospice, this Complete Senior Living ("CSL") model empowers seniors to stay healthier, live independently longer, and age magnificently on their own terms. Lifespark is committed to ensuring continuity of care and the highest quality clinical outcomes for its residents through CSL.

We are seeking an innovative leader to join our team. The Director of CSL Call Center supports all our Senior Living Communities, partners with our geriatric medical team and late-life hospice team. This position oversees call center strategy, growth, staffing, performance, training, and quality assurance. This position partners with our technology team to optimize call center operations, partners with our Senior Living Community leadership, Regional Health and Operations leadership, internal and external primary care providers, provides exceptional customer service, and fosters collaboration across the CSL teams. The ideal candidate has call center leadership experience, passion for serving older adults and their families, and a proven ability to build high-performing teams.

Position Functions and Responsibilities

Leadership & Execution

• Oversee the daily call center operations (24/7/365) of all senior living communities in multiple states.
• Develop and execute the call center in alignment with organizational occupancy, census, revenue, and customer-experience goals
• Establish departmental goals, performance standards, KPIs, and accountability systems.
• Lead, coach, and develop call center team members, fostering a culture of innovation, collaboration, and accountability.
• Build a culture focused on responsiveness, empathy, professionalism, and outcomes.
• Ensure effective coordination and communication between all key stakeholders including (but not limited to) call center team members, Senior Living Community nursing & other pertinent staff, internal/external providers, mobile urgent responders, other pertinent Lifespark business lines to streamline workflows and optimize resource utilization.

Resident/Customer Experience

• Champion a customer-first approach for residents and their families, SL staff and providers.
• Accountable for customer satisfaction, identify recurring caller concerns and recommend improvements to the resident experience.
• Resolves escalated complex caller issues appropriately.

Training & Quality Assurance

• Develop and maintain comprehensive onboarding and ongoing training programs.
• Train staff on senior living services, communication skills, documentation standards, and handling sensitive resident/family conversations.
• Establish call-quality standards and conduct regular call monitoring and coaching.
• Ensure team members consistently demonstrate empathy, professionalism, and active listening.
• Participate in leadership meetings and on-call coverage

Partnership Development

• Collaborate with internal and external health systems, healthcare providers, and community organizations to build and maintain effective partnerships with.
• Partner with SL site staff (DHS/ADHS, ED, others), Regional Health & Operations team to develop relationships that foster excellence in communication, enhances patient outcomes and excels in service delivery.
• Partner with acquisitions and growth teams to support new SL communities joining Lifespark.

Technology & Process Improvement

• Oversee effective utilization of tech resources, such as telephony, call recording, workforce management, and reporting platforms.
• Identify opportunities to automate and streamline workflows while maintaining a high-touch customer experience.
• Partner with IT, Business Intelligence to improve data integrity, reporting, auditing, and system integration.
• Continuously evaluate call center processes and implement best practices, initiatives or protocols.

Quality Assurance and Compliance:

• Develop, establish and monitor key performance indicators (KPIs) to assess program effectiveness, patient outcomes, and service quality.
• Ensure compliance with regulatory standards, accreditation requirements, and organizational policies within their respective teams.

Qualifications

Education:

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or related field; Master's degree preferred.

Experience:

• Minimum of 5 years of progressive leadership experience in healthcare management, with a strong preference for call center leadership experience.

Knowledge, Skills, and Abilities:

• Operational Excellence: Demonstrated track record of operational leadership, process improvement, and resource management in a fast-paced healthcare environment.
• Strategic Thinking: Ability to think strategically, innovate, and drive change in complex healthcare settings.
• Collaboration and Partnership Building: Strong interpersonal skills with the ability to build and maintain effective partnerships with diverse stakeholders.
• Leadership and Team Management: Proven leadership skills with the ability to motivate, inspire, and develop high-performing teams.
• Regulatory Compliance: Knowledge of healthcare regulations, accreditation standards, and best practices related to emergency care delivery.

Physical Demands

The following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee is occasionally required (1-33% of the time) to walk, sit, kneel, reach, twist, crawl, stoop, crouch, climb and balance
• The employee is frequently required to squat, bend, stand, and taste or smell
• While performing the duties of this position, the employee is regularly (67-100% of the time) required to use hands and fingers to handle and feel, reach with hands and arms, talk, and hear.
• The employee must regularly (67-100% of the time) lift, move and /or carry up to 10 pounds, and frequently (34-66% of the time) lift, move and /or carry up to 50 pounds.
• The employee regularly (67-100% of the time) pushes and/or pulls up to 10 pounds, and frequently (34-66% of the time) pushes and/or pulls up to 50 pounds.
• Specific vision abilities required by this position include distance vision, color vision and ability to adjust focus.
• Able to drive a car 2-4 hour per day

Work Environment

• Willingness to work beyond normal working hours and in other positions temporarily when necessary.
• Office work is performed in a professional business office environment, well lighted, clean, and hazard-free. Office equipment is kept in good operating condition to enable work to be done efficiently.
• Client home visits which may include exposure to fumes, gasses, and/or dust and changes in temperature. Some clients may exhibit challenging behaviors including but not limited to: hoarding, anger, aggression, depression, or substance abuse.

Lifespark is a complete senior health company headquartered in St. Louis Park, Minnesota. Since 2004, we've been helping seniors stay healthy, navigate their health care options with confidence, and live fuller, more independent lives as they age. That's where our people come in - from accounting and health technology to front-line nurses, advanced practice professionals, caregivers and everything in between, we are all invested entrepreneurs focused on helping people age magnificently.

Our Lifespark culture has created not only an award-winning workplace - earning Star Tribune Top Workplace 12 times, Minneapolis Business Journal Best Places to Work three times, and Top USA #1 in Healthcare - but a place where you have the room to be creative, make a difference, and have a purposeful, direct impact on how people age. Lifespark's full continuum of services offers a breadth of roles with the support to grow your career. To see the experience we are creating, watch our award-winning video Going South - this is the experience you will help create at Lifespark! Changing the age-old story starts with you - let's get you hired

It has been and will continue to be our policy to provide equal employment opportunities to all employees and applicants without regard to age, race, creed, color, disability, marital status, sex, gender identity, national origin, ancestry, sexual orientation, arrest record, conviction record, military service, use or nonuse of lawful products off the Employer's premises during nonworking hours, or declining to attend a meeting or to participate in any communication about religious matters or political matters, or any other status protected by federal, state, or local law.