Certified Therapeutic Recreation Specialist (CTRS)

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Salary: $75,000.00 - $85,000.00

Other Forms of Compensation: Car Allowance ​

Driven by our passion in the pursuit of hospitality and culinary excellence, Morrison Living has built community through dining experiences for over a century. Embedded in our culture, we deliver exceptional service and aim to be the best part of someone’s day.  The commitment of our team members to these core principles makes us an industry leader and an employer of choice for hospitality professionals.

Everything we do means more when it’s served with care. The exceptional care and culinary artistry of our team members is nurtured by training, developing, and recognizing our greatest asset – our people. This approach makes the Morrison Living difference. Join us and discover how we build community one meal at a time.  

Position Title:
System Resident Relations Manager

Location:

Position Summary

The System Resident Relations Manager serves as the primary representative of Morrison Living/CCL for a designated health care system. They are responsible for successfully partnering, coordinating and implementing resident experience activities within the assigned system. They will work closely with unit managers and client teams. The System Resident Relations Manager will monitor ongoing system/account resident satisfaction initiatives. They will, as needed, selectively negotiate all matters relating to system/account resident satisfaction initiatives to ensure highest client and resident satisfaction. This position will be integral to client retention, strong employee/resident relations, achievement of financial goals and future business growth plans. The System Resident Relations Manager will ensure all personnel comply with all clients, government, corporate and division policies and procedures. This position will oversee 9 accounts within a designated system

Key Responsibilities

• Resident Relationship Management
• Serve as the primary point of contact for resident relations, maintaining high standards of service and communication.
• Build and sustain long-term relationships to ensure customer satisfaction and contract renewals/extensions.
• Survey existing accounts for resident satisfaction opportunities and partner with client teams through monthly promotions and product recommendations.
• Report problems and feedback to management to ensure a safe and professional work environment.
• System & Account Oversight
• Maintains and supports client satisfaction at a level that ensures account retention.
•  Administers customer surveys and respond to unsatisfied patients in a timely and effective manner.
•  Ensure that all employees demonstrate best-in-class hospitality to staff, residents and clients.
• Implements approved customer service, dining service standards, and resident engagement programs.
•  Promotes client awareness of the Morrison Living/CCL resident experience and promotes monthly programs.
•  Monitors and ensures compliance, progression, and follow-up of any resident satisfaction initiatives.                 
• Assists in customizing programs to meet each account's unique needs as needed.
•  Assists in developing and monitoring a system/unit satisfaction action plan and reporting to clients and leadership as needed.
• Operational Excellence
•  Implement and monitor resident/patient satisfaction programs across assigned accounts, ensuring compliance with corporate standards and regulatory agencies (DOH, CMS, JCAHO).
• Measurable Outcome: Achieve ≥90% compliance rate in regulatory audits and satisfaction program standards.
•  Promote and track satisfaction progress by leveraging resources, sharing best practices, and exploiting marketing success.
• Measurable Outcome: Increase resident/patient satisfaction scores by at least 5% year-over-year, as measured by standardized surveys
• Maintain awareness of industry trends and satisfaction updates to inform program improvements.
• Measurable Outcome: Implement at least two new best practices annually based on industry benchmarking.
• Foster teamwork and uphold corporate culture and values through regular account visits, communication, and leadership.
• Measurable Outcome: Conduct quarterly team meetings and achieve ≥85% positive feedback on leadership and teamwork in internal surveys.
• Provide guidance to clinical and management teams to standardize processes and reach operational goals.
• Measurable Outcome: Ensure 100% of clinical and management teams receive annual training on satisfaction standards and operational procedures.
• Communicate updates and trends via conference calls and regular leadership check-ins.
• Measurable Outcome: Share satisfaction data and improvement plans in monthly reports; respond to ≥95% of resident feedback within one week.
• Monitor and recognize performance by rewarding teams when satisfaction goals are met.
• Measurable Outcome: Implement a recognition program that results in ≥85% of teams meeting or exceeding satisfaction targets each quarter.
• Cross-Functional Collaboration
• Effectively communicate and collaborate with co-workers, managers, and other departments to resolve client needs in a timely manner.
• Manage internal resources to triage field issues and ensure all relevant information is communicated between client and sector.
• Assists in the human resource planning process to support implementation of human resource strategies and tactics including proper staffing levels.
• Continuous Improvement
• Make recommendations for program enhancements and customer value improvements.
• Remain knowledgeable about programs and services to make informed suggestions to clients.
• Monitors shared email accounts and portals, as required.
• Assists in selection of on-site Resident Relation Ambassadors.
• Encourages employee creativity and innovation.
• Provides recognition for employees when programs are implemented with success.
• Other Duties
• Participate in special projects or tasks assigned by leadership.
• Perform other duties as assigned to support the team and organizational goals.
• Evaluates programs, their alignment with goals and reports to operational teams as necessary.            
• Assists with on-site reporting and communication.
• Plans, organizes, directs, coordinates and supervises resident satisfaction functions and activities of the department in conjunction with client team.
• Compose resident satisfaction reports as needed to system and regional management.
• Implements forms, captures data, and ensures standardization for departmental resident satisfaction operations success.

Qualifications

• Bachelor’s Degree or equivalent combination of education and experience.

• Registered Dietitian (RD) or Certified Therapeutic Recreation Specialist (CTRS) credentials
• 3+ years of account management or client services experience.
• Acute-care and/or long-term care experience required.

• Strong communication and customer service skills.
• Demonstrated ability to prepare, analyze, and prepare presentations.
• Ability to multi-task and establish priorities
• Ability to maintain organization in a changing environment
• Possesses working knowledge of computer operations and associated software applications required to accomplish job responsibilities
• Exhibits initiative, responsibility, flexibility and leadership
• Excellent interpersonal communication skills.
• Strong analytical, intuitive judgment, and decision-making abilities.
• Proficiency in Microsoft Office, especially Excel and Word.

Apply to Morrison Living today!

Morrison Living is a member of Compass Group USA

Click here to Learn More about the Compass Story

Associates at Morrison Living are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Paid Parental Leave
• Holiday Time Off (varies by site/state)
• Personal Leave
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

Applications are accepted on an ongoing basis.

Morrison Living maintains a drug-free workplace.

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.

Req ID: 1473301

Morrison Living 

LYN PELLEGRINI 

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