At Grand Oaks, many behind-the-scenes efforts ensure smooth operations and satisfied residents – and Fema Watson-Brown, Business Office Manager, plays a vital role in supporting residents and their families. 

Learn more about Fema and her role at Grand Oaks in our Q&A below.

Can you tell us about your professional background?

Fema: I have worked in healthcare administration for many years, mostly in roles that focus on finance, billing, and overall operations. Before coming to Grand Oaks, I worked in hospitals and other senior living communities, and those experiences really helped shape how I support both residents and their families today.

What inspired you to work in senior living?

Fema: I have always had a heart for helping others, and I especially enjoy working with seniors. There is something deeply meaningful about being a part of this stage in someone’s life. I love knowing that my work helps bring peace of mind to both residents and their families.

How would you describe your role and responsibilities?

Fema: I manage the business and financial side of things at Grand Oaks. That includes billing, working with insurance companies, and helping families understand the process involved.

What does an average day look like for you?

Fema: No two days are exactly the same, but I usually start by checking emails and reviewing financial reports. Throughout the day, I meet with families, answer questions, and help with paperwork.

How do you approach welcoming new residents and their families from an administrative perspective?

Fema: I try to be a calm and friendly presence. Moving into senior living can be emotional and overwhelming, so I take time to sit down with families and go over everything – billing, insurance, and what to expect in the coming weeks.

How do you help families navigate insurance coverage and understand what is covered?

Fema: I take the time to explain everything. Long-term care insurance can be confusing, so I go over each part of the coverage and answer any questions they might have. If needed, I also reach out to the insurance companies on their behalf.

In what ways does your role contribute to the overall resident experience at Grand Oaks?

Fema: When families feel secure about the financial side, they can focus on what really matters: spending time with their loved ones and feeling at home here. That peace of mind makes a big difference in the overall experience, and I am proud to be a part of that.

How do you collaborate with other departments or team members to support residents and their families?

Fema: We are truly a team here. I work closely with our nurses, sales and marketing, and other departments. We share updates, check in on residents, and support each other to make sure no one falls through the cracks.

What was the most memorable interaction you have had with a resident or their family?

Fema: There was one family who came to us during a very difficult time. They were worried about both care and finances. I worked closely with them to sort through everything, and over time, they opened up and felt more at ease. One day, the daughter hugged me and said, “You made all the difference.” I will never forget that moment.

What’s something about your job that might surprise people?

Fema: I think people might not realize how emotional this work can be. It’s not just paperwork or numbers – it’s people’s lives, their stories, and their worries. I try to meet them with empathy first, before anything else.

What part of your work do you find most rewarding, and why?

Fema: Helping someone feel less anxious or overwhelmed is incredibly rewarding. When a family feels seen, heard, and supported, that is when I know I have done my job well. Those moments mean everything to me.

In your opinion, what makes Grand Oaks different from other senior living communities?

Fema: Grand Oaks really does feel like a family. There is warmth and kindness in every hallway. We know our residents by name, we celebrate their birthdays, and we laugh together. It is not just a place to live – it is a place to belong.