Director of Villager Experience

Cross Keys Village - The Brethren Home Community; New Oxford (Adams County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Collaborative environment

Leadership growth

Continuing education

Campus amenities

Impact on residents

Job summary

Cross Keys Village - The Brethren Home Community seeks a Director of Villager Experience to lead Village Health Services and Residential Living support, ensuring safety, quality care, and a vibrant living environment for residents.

The role requires strong leadership, clinical and operational judgment, excellent communication, and a commitment to exceptional customer service in a nonprofit, senior living setting.

Qualifications

• Bachelor’s degree in Nursing, Social Work, Healthcare Administration, or related field.
• Minimum of 3 years of professional clinical experience with increasing responsibility.
• CPR certification required.
• Valid driver’s license and acceptable driving record.

Responsibilities

• Provide leadership and oversee Village Health Services and Residential Living support.
• Develop and maintain policies, procedures, and guidelines for resident well-being and safety.
• Coordinate health, wellness, and resident services to support quality of life.
• Foster collaboration across departments to improve resident experience.
• Ensure compliance with HIPAA, regulatory requirements, and infection control.

Skills

Leadership

Healthcare coordination

Policy development

Strategic planning

Communication

Customer service

Education

Bachelor’s degree in Nursing, Social Work, Healthcare Administration, or related field

Job description

Director of Village Health Services

Cross Keys Village (CKV) is seeking a compassionate, collaborative, and dynamic leader to serve as our Director of Villager Experience.This key leadership role is responsible for overseeingand coordinating health, wellness, housing support, and resident services within the Residential Living community.This position promotes the physical, emotional, and social well-being of residents through collaborative leadership, effective service coordination, policy development, and strategic planning.

The Director serves as a liaison among residents, families, healthcare providers, and internal departments to ensure a safe, engaging, and supportive living environment that enables residents to age in their preferred place. The position requires strong leadership, clinical and operational judgment, excellent communication skills, and a commitment to exceptional customer service.

Schedule

• Full-time, exempt position
• Monday – Friday, 7:30 a.m. to 4:00 p.m.
• Occasional evening, overnight, and weekend responsibilities as needed to support operational and emergency response needs

Who We Are

As Pennsylvania's largest nonprofit, single-site retirement community, Cross Keys Village is dedicated to enriching the lives of older adults by providing a vibrant lifestyle filled with purpose, connection, and quality care.

Our vision is to be a leader in innovation and service excellence for older adults. We achieve this through a compassionate team that is committed to supporting residents and one another every day.

Job Description

As the Director of Villager Experience, your scope of responsibilities will include but are not limited to:

Leadership and Operations

• Providingleadership and oversight for Village Health Services and Residential Living support services.
• Developing, implementing and maintaining policies, procedures, and guidelines that support resident well-being, safety, and quality of life.
• Establishingdepartmental goals and strategies that align with organizational objectives.
• Promotingcollaboration among Residential Living, Village Health Services, Dining Services, Transportation, Facilities, Housekeeping, Security, Pastoral Care, Volunteer Services, and other departments.
• Fosteringa culture of teamwork, accountability, customer service, and continuous improvement.

Resident Health and Wellness

• Overseeing the planning, coordination, and delivery of health and wellness services to residents.
• Facilitatinginterdisciplinary communication to ensure appropriate support and services for residents.
• Coordinatingroutine case reviews and develop programs to address identified resident needs.
• Monitoring health service utilization and evaluate outcomes.
• Managingemergency response protocols and ensuringappropriate clinical coverage.
• Coordinatingvaccination clinics and other wellness initiatives.

Resident Services and Community Support

• Servingas a primary contact for villager concerns.
• Collaboratingwith residents and families to resolve concerns timely and enhance satisfaction.
• Identifyingopportunities to improve the resident living experience and implement service enhancements.
• Monitoring community trends and resident feedback to proactively address needs.
• Supportingprograms and initiatives that promote resident engagement, independence, and well-being.
• Serve as the primary liaison for Village Council, subcommittees, and neighborhood meetings, fostering strong communication,collaboration, and community engagement.
• Facilitate comprehensive Villager orientation, helping new residents become familiar with community resources, expectations, programs, and opportunities for involvement.
• Coordinate and disseminate timely communications across the community, through the organization’s electronic messaging platform, maintaining accurate, organized, and effective communications

Provider and Community Relations

• Servingas the primary contact for external service providers supporting Residential Living residents.
• Identifyingservice gaps and recommending or developing new services.
• Collaboratingwith physicians, healthcare providers, community agencies, and contracted vendors.
• Participatingin credentialing and oversight of Residential Living service providers, as appropriate.

Quality, Risk Management, and Compliance

• Overseeing incident reporting, risk management activities, and infection tracking.
• Collaboratingwith Infection Prevention and Housekeeping leadership to implement best practices.
• Ensuringcompliance with HIPAA, regulatory requirements, organizational policies, and cybersecurity protocols.
• Preparingand submitting reports for Quality Assurance Performance Improvement (QAPI) and other organizational initiatives.
• Maintaining accurate documentation and records.

Financial and Administrative Responsibilities

• Monitoring departmental budgets and exercise sound financial stewardship.
• Ensuringtimely billing and documentation for applicable services.
• Utilizingdata and reporting tools to support operational and strategic decision making.

Team Member Leadership

• Recruit, hire, orient, train, coach, evaluate, and, when necessary, discipline team members in accordance with Human Resources policies.
• Establish clear performance expectations and accountability measures.
• Recognize team achievements and support professional development.
• Coordinate ongoing education and training opportunities.

Education and Experience

• Must have a bachelor’s degree in Nursing, Social Work, Healthcare Administration, Case Management, or a related field.
• Minimum of three years of professional clinical experience with demonstrated increasing level of responsibility required.
• CPR certification is required.
• Must possess a valid driver’s license and acceptable driving record.

Why Join Cross Keys Village?

At Cross Keys Village, you'll become part of a mission-driven organization that values teamwork, compassion, excellence, and innovation. We offer:

• A collaborative and supportive work environment
• Opportunities for leadership growth and professional development
• Comprehensive training and continuing education
• Access to campus amenities, dining venues, and community events
• The opportunity to positively impact the lives of older adults every day