In March, Atria Management Company announced that Holly Belter-Chesser was succeeding John Moore as CEO after his 25-year tenure in the position. Belter-Chesser has served the company in leadership roles for 15 years, most recently as chief financial officer and chief administrative officer. She recently took a few minutes to share her thoughts with McKnight’s Senior Living about the company, the industry and the future of senior living.
Q: Assisted living and memory care have been in the spotlight in the lay press recently, with national media writing about safety, rate increases and pricing in general. What would you say to a prospective resident or family member who had questions or concerns about senior living?
A: I would first say, as the daughter of a senior living resident, I understand the process and your desire to move your family member into the best environment so they can thrive. Ask questions during your senior living search.
Atria puts information upfront for consumers to know about starting prices, lease terms and our quality enhancement program.
Q: The Senate Special Committee on Aging recently asked questions of Atria and two other senior living companies after articles about senior living appeared in the lay media. Brookdale Senior Living CEO Cindy Baier discussed that company’s response on a recent earnings call. Can you share the message you communicated to the committee?
We responded to Sen. Casey with a wide range of information, including costs, staffing, communication with residents and families, and safety and appreciate his interest in the assisted living industry. We welcome the opportunity to partner with those who share our commitment to ensuring seniors receive the quality care they deserve.
Q: What can senior living operators do to ensure that consumers and others hear about the positive aspects of senior living?
A: Beyond clearly communicating the differences in cost, range of care services and amenities, consumers need to hear about real residents who continue thriving, living happier, healthier lives after moving into senior living. We need to be trusted resources of information for consumers. We must show more than services and tell how moving to senior living has brought joy to their mom or dad.
I am reminded of two women at an Atria Senior Living community who savor their newfound friendship every day at the dining table and at their boxing class. Yes, 80-year-olds pack a strong punch.
Q: You’ve been with Atria for 15 years. How has senior living changed in that time in general? How has Atria’s approach to senior living changed during that time?
A: The senior living landscape is ever-changing, and I thrive in its dynamic pace as a high-speed thinker. With Atria’s foundation of operational excellence and robust national support structure, we’ve developed six distinct brands over the past 15 years, positioning ourselves strongly for the “Seniors Decade” ahead.
Q: Atria’s US senior living brands include Coterie, Atria Signature Collection, Atria Senior Living, Atria Park and Holiday by Atria. How does Atria differentiate among the brands for consumers? Why has it been important for Atria to have several brands to reach consumers?
Atria stands out for its unique array of senior living products, catering to various price points, care needs and unit sizes.
Holiday by Atria provides independent living at an affordable price point. Atria Senior Living offers assisted living care services while maintaining the amenities of social model senior living. Atria Park offers a similar product with enhanced care services. Atria Signature Collection provides senior living in sought-after metropolitan locations, such as Los Angeles and metro New York. Coterie, our modern luxury brand, elevates every aspect of the senior living experience.
Q: Atria also has Atria HomeCare. Has Atria found an increasing interest in home care over the years? Are some of Atria’s senior living residents clients of Atria HomeCare as well?
Atria HomeCare operates exclusively in the New York metro area and has a strong relationship with our Atria Senior Living assisted living communities in that area. That synergy was a meaningful piece of the Atria HomeCare product since the beginning.
Q: What are you most proud of as far as Atria? And what are you most proud of as far as your work there?
A: I’m incredibly proud to be part of Atria, especially during this pivotal moment as its leader. Our employees, a remarkable 22% of whom have been with us for over a decade, inspire me every day. From groundbreaking collaborations with Amazon Alexa to streamlining our back-of-house operations with cutting-edge technology, Atria’s commitment to innovation and Quality Enhancement is unwavering.
What truly motivates and fills me with pride is our relentless dedication to delivering exceptional quality to our customers, coupled with a workplace culture that champions innovation and operational excellence and fosters creativity. Atria prioritizes investing in our employees, ensuring they have the resources and support they need to thrive.
Q: What do you think the future holds for senior living providers in general and for Atria in particular?
We are at a pivotal moment in the coming tipping point of demand. Senior living is an industry with elements of hospitality and healthcare but is its own unique sector that demands innovation combined with quality execution.
The Seniors Decade is just beginning, and Atria will continue to impact thousands of residents, families and employees. I am excited for a future that will deliver even more operational excellence, groundbreaking ideas, innovative technology and smart investments in our staff.
A condensed version of this interview appeared in the April 2024 print issue of McKnight’s Senior Living.
