Director of Client Services

Benefits

401(k)

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Director of Client Services
Position Summary
The Director of Client Services is responsible for ensuring the highest quality of care and service for every client served by Home Helpers Home Care. This leadership role oversees the entire client experience, from initial assessments and care planning to ongoing quality assurance, client satisfaction, and service continuity. The Director of Client Services works closely with clients, families, caregivers, referral partners, and office staff to ensure exceptional care, strong communication, and positive outcomes.

The ideal candidate is compassionate, organized, solutions-oriented, and committed to providing outstanding customer service while fostering a collaborative and professional workplace culture.

Essential Responsibilities
Client Care Management

Conduct comprehensive in-home client assessments to determine care needs and develop individualized service plans.

Develop, implement, and regularly update client service plans to reflect changing needs and goals.

Monitor client progress and ensure services remain appropriate and effective.

Ensure all client documentation is accurate, complete, and compliant with company standards.

Maintain confidentiality and professionalism in all client interactions.

Quality Assurance

Conduct supervisory visits, quality assurance visits, and routine client check-ins.

Evaluate the quality of services being provided and identify opportunities for improvement.

Ensure clients receive consistent, compassionate, and high-quality care.

Address concerns proactively to maintain excellent client outcomes.

Client Satisfaction & Retention

Build and maintain strong relationships with clients and their families.

Respond promptly and professionally to client concerns, complaints, and service issues.

Develop solutions that prioritize client satisfaction while supporting company policies.

Work to improve client retention through exceptional service and relationship management.

Care Coordination

Collaborate closely with Scheduling, Operations, and Administrative staff to ensure continuity of care.

Communicate changes in client needs, schedules, or service plans promptly.

Assist in matching caregivers to clients based on skills, personality, and client preferences.

Support successful client admissions and transitions of care.

Caregiver Support

Provide guidance and support to caregivers regarding client care plans and expectations.

Conduct supervisory visits and caregiver observations when appropriate.

Foster positive working relationships with caregivers while promoting accountability and quality service.

Community Outreach & Relationship Building

Represent Home Helpers professionally within the community.

Participate in networking events, Senior Expos, educational presentations, and outreach opportunities.

Build and maintain positive relationships with healthcare providers, hospitals, senior communities, case managers, social workers, and referral partners.

Promote Home Helpers' mission and services throughout the community.

On-Call Responsibilities

Participate in the agency's on-call rotation as assigned.

Respond promptly to client, caregiver, and emergency situations after business hours.

Provide support and solutions to ensure uninterrupted client care.

Maintain professionalism and sound judgment during urgent situations.

Teamwork & Office Collaboration

Maintain regular office hours and be present in the office as required to support staff, clients, and daily operations.

Work collaboratively with the Executive Director, Director of Operations, Scheduling Coordinator, Recruiter, and other team members.

Foster a positive, respectful, and team-oriented workplace culture.

Participate in staff meetings, training, and ongoing professional development.

Assist team members when needed to ensure agency success.

Demonstrate flexibility and a willingness to support the overall needs of the business.

Professionalism

Serve as a leader who models Home Helpers' core values, professionalism, integrity, and compassion.

Maintain a positive attitude and solution-focused approach in all interactions.

Dress professionally and represent Home Helpers positively both inside and outside the office.

Maintain strong organizational skills, effective communication, and attention to detail.

Protect confidential information and comply with all applicable company policies.

Qualifications

Bachelor's degree in Healthcare Administration, Social Work, Nursing, Human Services, Business, or related field preferred but not required.

Previous leadership experience in home care, healthcare, senior services, or client services required.

Strong knowledge of customer service principles and relationship management.

Excellent verbal and written communication skills.

Exceptional organizational and time management abilities.

Ability to manage multiple priorities in a fast-paced environment.

Strong problem-solving and conflict-resolution skills.

Proficiency with electronic documentation systems and Microsoft Office.

Valid driver's license, reliable transportation, and proof of automobile insurance.

Core Competencies

Leadership

Compassion and empathy

Client-centered care

Critical thinking

Communication

Relationship building

Conflict resolution

Organization and time management

Team collaboration

Accountability

Professionalism

Adaptability

Success Measures

High client satisfaction and retention.

Timely completion of assessments and service plan updates.

Consistent quality assurance visits and documentation.

Strong relationships with clients, families, caregivers, and referral partners.

Effective communication across departments.

Positive team collaboration and workplace culture.

Successful community outreach and referral development.

Consistent professionalism, accountability, and leadership that reflects the Home Helpers mission of providing exceptional care and peace of mind to every family we serve.

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