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Support Services Manager

Metta Lifestyles

This is a Contract position in Greater Vancouver Metropolitan Area, BC posted October 10, 2021.

Position: Support Services Manager Reporting to the General Manager, the Support Services Manager is responsible for the efficient management and operation of customer service and administration activities at the residence, while maintaining fiscal accountability.

The successful applicant will support the General Manager and the rest of the management team in the day-to-day operations of the retirement residence by assisting with payroll, scheduling, accounts receivable, and ensuring compliance with RHRA standards.

The ideal candidate will be an energetic and driven individual with proven experience in the retirement or healthcare industries.

Key Responsibilities: Supports the General Manager in the overall operations of the home.

Actively participates as a member of a multi-disciplinary management team.

Responsible for managing the Concierge department including payroll, scheduling, hiring and training.

Responsible for Customer Experience / Customer Service training and service levels within the home .

Assists the General Manager with onboarding of all new residents and ensures the integrity, accuracy and timely completion of resident records and assessments.

Handles all queries concerning billings and payments from residents and/or their family members Effectively communicates and interacts with residents, family members, visitors and volunteers in a courteous and professional manner Assists with responding to any resident complaints.

Provides guidance and feedback to the General Manager on all issues that may present a risk to the residence, staff or residents, while responding to any staff or resident emergencies, and prepares documentation for follow up, including incident reports.

Assists with the Accounts Receivable Process, including the processing and posting of bank deposits, processing rent increase letters, communicating credit memos and monthly billing changes to the Accounting department.

Completes movement forms and updates, along with adding all new admission information and adjustments into the accounting software, Yardi.

Coordinates Accounts Payable inquiries between vendors and the Accounting Department Assists in developing, revising and implementing policies and procedures.

Ensures compliance with Retirement Homes Regulatory Authority (RHRA) regulations.

Provides payroll and employee benefit support to managers and employees.

Ensures that employees are completing yearly ORCA training.

Provide support and attend disciplinary meetings, when required.

Act as a Manager on Duty (MOD) on occasional weekends.

Other duties as required.

Qualifications: 2-5 years of management experience in a service orientated environment, preferably in the retirement industry.

Strong leadership, communication and interpersonal skills, with a proven ability to lead by example.

Strong computer skills, including proficiency with Microsoft Office.

Ability to plan, organize and prioritize work effectively and manage time effectively to meet deadlines.

Previous experience assisting with scheduling and payroll an asset.

About us: Metta Lifestyles is a rapidly growing Canadian company committed to operating first class retirement communities in Toronto and Ottawa.

Our team share a passion for providing the best-in-class quality of care.

The key differentiator for Metta Lifestyles is our expertise in heavier care services and an extensive memory care program.

Metta communities offer a wide range of living and care options to ensure the needs of our residents are met with convenience, flexibility, and peace of mind.

As a focused and dynamic team, we are open to new ideas and looking for energetic individuals to join our growth Queens Estate is a newly renovated Toronto residence located conveniently by the 401 and Humber River Hospital.

At Queens Estate, we focus on providing high levels of service in an atmosphere that fosters care, compassion, dignity and safety.

Our home specializes in memory care, assisted living and enhanced care.

Metta is designed around the idea of aging in place, and that is exactly what we enable our residents to do at Queens Estate.