Director of Care Experience

Description

The Director of Care Experience is responsible for managing the day-to-day operations of Client Support services for the assigned location(s), including all aspects of service delivery, caregiver recruitment and training, scheduling, and client-facing support.

This position plays a key leadership role in ensuring an exceptional experience for both clients and caregivers. 

The Director of Care Experience provides leadership, guidance, and support to Care Coordinators, Talent Acquisition, On-Call Coordinators, and caregivers to ensure quality service and exceptional care from well-trained and supported caregivers.

Key responsibilities include:

• Lead the performance of the Care Coordination and Talent Acquisition departments, ensuring quality service is consistently provided to clients and company goals and objectives are met.
• Establish department goals, expectations, workflows, and processes that improve quality, efficiency, and the overall client and caregiver experience.
• Provide direct leadership, coaching, and support to Care Coordinators, Talent Acquisition, On-Call Coordinators, and caregivers.
• Oversee caregiver scheduling and work with the Care Coordination team to maintain coverage, address open shifts and call-offs, and maximize caregiver availability.
• Coach Care Coordinators on effective scheduling strategies, problem-solving, and proactive management of client and caregiver needs.
• Oversee caregiver recruitment for the assigned location(s), including management and support of Talent Acquisition and monitoring new hires in accordance with established standards.
• Oversee the caregiver training program, including orientation, ongoing training, certifications, introductions and shadow shifts, site visits, and wellness checks.
• Ensure caregivers are well-informed, properly trained, and equipped to provide quality care and service.
• Monitor operational and performance metrics, analyze results, and develop or implement systems and workflows that support company goals and continuous improvement.
• Address client and caregiver complaints, concerns, and service issues in a timely and professional manner and develop solutions that improve the quality and continuity of care.
• Provide employee evaluations, coaching, and disciplinary action as needed and oversee caregiver resignations and terminations.
• Oversee client and caregiver assignments to Care Coordinators and ensure On-Call Coordinators are informed of relevant scheduling or service changes.
• Monitor quality assurance surveys, care plans, caregiver hours, training and education, client directions and special instructions, and Change of Service processes and documentation.
• Manage communication from the office to clients and caregivers to ensure information is timely, accurate, and consistent.
• Work with Case Managers and referral sources to identify opportunities for additional client support and service hours when needed to provide quality care.
• Serve as a resource and source of support for clients and their families.
• Proactively identify challenges and develop creative, practical solutions that strengthen service delivery and the quality of care.

Requirements

• Bachelor’s degree in a relevant field required. Management experience in healthcare, mental health, home care, or a related field preferred.
• Strong leadership skills with the ability to coach, develop, and hold team members accountable while building an effective and collaborative team.
• Exceptional written and verbal communication skills, with the ability to communicate effectively with clients, families, caregivers, referral sources, and team members.
• Ability to defuse conflicts and disagreements and develop practical, workable solutions.
• Strong analytical skills with the ability to compile and analyze data and use findings to develop effective workflows, processes, and operational improvements.
• Superior organizational and interpersonal skills, with the ability to multitask, prioritize competing needs, and effectively manage day-to-day operations.
• Solid computer skills, including Microsoft Office, with the ability to learn scheduling, documentation, and other technology platforms.
• Strong problem-solving skills with the ability to act decisively and exercise sound judgment.
• Strong attention to detail and a commitment to quality, compliance, and accurate documentation.
• Compassionate, kind, and professional demeanor.
• Ability to maintain discretion and handle confidential or sensitive information appropriately.