PACE Center Manager

About Seen Health

At Seen Health, we are revolutionizing the way senior care is delivered through the PACE (Programs of All-Inclusive Care for the Elderly) model. Backed by top VCs, Seen Health is a culturally-focused, technology-enabled healthcare organization that integrates comprehensive medical care and social support with a high-touch, interdisciplinary approach. 

Our mission is to empower seniors to age-in-place with dignity and provide their families peace of mind. We are building upon a proven Home and community based services model to create a culturally-competent and scalable PACE program. We are also building a comprehensive operating system focused on data and workflows that span across systems, processes, people, and care contexts. We want to empower our clinicians and staff with tools that deliver relevant data at the time and site of care and enable them to deliver exceptional care to our participants, which improve clinical outcomes, participant & provider satisfaction, and ultimately our strength as an organization.

We are a mission-driven, multidisciplinary team with deep healthcare, technology, and operations expertise, each inspired by our own personal stories of caring for seniors in our lives. Our name, Seen Health, was chosen to reflect our commitment to provide the highest standard of care to underserved older adults while respecting and incorporating their individual beliefs, heritage, and values, so that they can truly be seen.

About this Role

The Center Manager plays an instrumental role in ensuring the smooth operations of our PACE Center. This role will manage all aspects of the PACE day center, recreation, transportation, and meal services. The Center Manager will be a first-line leader ensuring an exceptional participant experience. The Center Manager will be a key member of the Seen Health leadership team and will facilitate collaborative relationships both internally and externally to promote our values, culture and mission. This role will report to the COO. 

Key Responsibilities

• Achieve exemplary customer satisfaction, proactively looking for ways to delight our participants
• Provide day-to-day support and guidance to the staff based at the PACE Center
• Partner  with teams to develop best practices and deliver care outcomes, spanning the adult day center, transportation, food services, and recreation activities
• Own the operating budget and P&L for  assigned departments
• Oversee facility management for the center: monitor interior and exterior areas of the building for general maintenance, maintain building and equipment to follow protocols and health and safety requirements
• Supervise facilities operations staff and communicate with external vendors and contractors
• Regularly review and analyze clinical, operational, and financial reports and other data to evaluate the overall performance of the PACE Center
• Ensure adherence to established policies, workflows, and individual patient care plans
• Enforce regulatory and compliance requirements, and implement practices/processes to facilitate optimal workflows
• Drive performance in responsible KPIs by identifying areas for improvement, implementing actionable plans, and adjusting

Required Qualifications

• Five (5) years of experience leading a services business, preferably in healthcare delivery, hospitality, senior services, restaurant management or similar industry
• Bachelor’s degree strongly preferred
• Experience developing a differentiated experience that drives delight among customers/patients
• Excellent interpersonal skills that result in maintaining a positive attitude, team building and contribution to effective work relationships
• Successful influencing skills and conflict resolution with co-workers, management, participants, and community contacts including referral sources
• Strong administrative, technological, organizational, and supervisory skills
• Demonstrated ability to think quickly, handle objections, and adapt conversations in real time
• Ability to coordinate, advocate, and cooperate with other agencies for seniors with tact and diplomacy
• Comfortable speaking with seniors and families with patience, empathy, and professionalism
• Strong follow-up and organizational skills
• Chinese language (Mandarin) is required