Director of Villager Experience

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 overseeing and 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

• Providing leadership 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.
• Establishing departmental goals and strategies that align with organizational objectives.
• Promoting collaboration among Residential Living, Village Health Services, Dining Services, Transportation, Facilities, Housekeeping, Security, Pastoral Care, Volunteer Services, and other departments.
• Fostering a 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.
• Facilitating interdisciplinary communication to ensure appropriate support and services for residents.
• Coordinating routine case reviews and develop programs to address identified resident needs.
• Monitoring health service utilization and evaluate outcomes.
• Managing emergency response protocols and ensuring appropriate clinical coverage.
• Coordinating vaccination clinics and other wellness initiatives.

Resident Services and Community Support

• Serving as a primary contact for villager concerns.
• Collaborating with residents and families to resolve concerns timely and enhance satisfaction.
• Identifying opportunities to improve the resident living experience and implement service enhancements.
• Monitoring community trends and resident feedback to proactively address needs.
• Supporting programs 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

• Serving as the primary contact for external service providers supporting Residential Living residents.
• Identifying service gaps and recommending or developing new services.
• Collaborating with physicians, healthcare providers, community agencies, and contracted vendors.
• Participating in credentialing and oversight of Residential Living service providers, as appropriate.

Quality, Risk Management, and Compliance

• Overseeing incident reporting, risk management activities, and infection tracking.
• Collaborating with Infection Prevention and Housekeeping leadership to implement best practices.
• Ensuring compliance with HIPAA, regulatory requirements, organizational policies, and cybersecurity protocols.
• Preparing and 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.
• Ensuring timely billing and documentation for applicable services.
• Utilizing data 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.

• 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.

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

Apply Today

If you are a passionate leader who thrives in a collaborative environment and is committed to supporting the health, safety, and well-being of older adults, we invite you to apply for the Director of Villager Experience position at Cross Keys Village.