Lutheran Senior Services in September hired its first chief experience officer. It’s a new role for the massive Missouri provider, and one almost unheard of in long-term care. So what exactly is this new kind of CEO? Beth Rusert is now tasked with ensuring staff, residents and community members have positive experiences however they come into contact with LSS, a not-for-profit organization providing Life Plan communities, affordable housing and other services in Missouri.
LSS President and Chief Executive Officer Adam Marles joins McKnight’s Long-Term Care News Senior Editor Kimberly Marselas to discuss what this new position entails, what it could become and why other long-term care providers may want to follow the lead of LSS.
