Director of Care Coordination

Yalent•Irvine, CA

5h•Onsite

About The Position

AllCare.ai is an AI-powered healthcare delivery platform that serves as an 'easy button' for Assisted Living operators. It integrates advanced artificial intelligence with compassionate onsite care to streamline senior living healthcare logistics, bringing clinic services directly to residents. The company is experiencing rapid growth, currently supporting over 5,000 residents and doubling its base every three months. This role is critical for maintaining high-quality customer interactions during this expansion. The ideal candidate will have extensive experience in Assisted Living, Skilled Nursing, or Senior Care communities, understanding the operational challenges AllCare.ai aims to solve. This Director will build and lead a remote Concierge team of Care Partners, who act as dedicated single points of contact for facilities, residents, and families. The role involves owning the Concierge function end-to-end, developing playbooks, enforcing SLAs, and ensuring a proactive, empathetic customer experience.

Requirements

Senior operators from ALF, SNF, or Senior Care with career experience in these communities, understanding census pressure, staffing crises, compliance, and family dynamics.
Experience leading a distributed team with tight SLAs, without losing accountability or culture to the distance.
Process-oriented thinking, focusing on workflows, SLAs, and playbooks, and building systems for consistent handling.
Ability to manage cross-functional stakeholders (Sales, Clinical, Product).
Calmness under pressure, especially during crises.
Strategic and hands-on approach, capable of designing playbooks and handling direct escalations.
Energized by scaling new initiatives rather than maintaining existing ones.
12+ years of experience in Assisted Living, Skilled Nursing, or Senior Care community settings.
At least 5 years in leadership roles (Executive Director, Administrator, Regional Director, or equivalent).
Demonstrated experience leading and developing teams with direct accountability for SLAs and customer outcomes.
Deep working knowledge of senior care operations: census, staffing, regulatory and compliance dynamics, physician and family relationships, administrator priorities.
Track record of designing and enforcing processes, SLAs, and escalation frameworks in high-volume, customer-facing environments.
Strong cross-functional stakeholder management — comfort working across sales, clinical, and operations leadership.
Excellent written and verbal communication.
Comfort with modern tools (CRM, task platforms, communication tools) and an AI-forward mindset.
Valid driver's license and willingness to travel within California for occasional facility visits and escalations.

Nice To Haves

Remote team leadership strongly preferred

Responsibilities

Lead a remote team of Care Partners. Hire, onboard, coach, and develop the team. Set the bar for what "owning an account" means in practice.
Own the SLAs. Define and enforce response times, resolution times, and escalation windows. Build the dashboards. Review the exceptions. Close the gaps.
Design the processes. Own the playbooks for how Care Partners handle medication reconciliation, census updates, schedule confirmations, outbound pharmacy communication, callbacks, and escalations — across both facilities and direct consumers.
Work the hard escalations personally. Be the first call when a facility or family is at risk. Bring your operational judgment to the situations that need it — and coach your team to handle them next time.
Manage across stakeholders. Work closely with Routing, Clinic, Sales, Clinical, and Product leadership so every customer feels one AllCare — not five handoffs. You'll be the voice of the resident internally, and the voice of AllCare externally.
Design for scale. Build team structures, workflows, and tooling that hold up at 2x, 5x, 10x our current volume. Bring an AI-forward mindset — the team runs on AI-assisted workflows, and you'll help shape them.
Own the metrics. Customer retention, administrator and resident NPS, SLA performance, escalation resolution, and team performance are yours to report on and drive.