Director of Care Experience
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About The Position
As the Director of Care Experience, you will lead and oversee a high-performing contact center responsible for managing inbound and outbound calls, texts, emails, and internal requests from other teams. Your role is pivotal in ensuring the efficient and effective delivery of care services while continuously improving team performance, client experience, and overall operational excellence. You will drive strategy within the department, collaborating closely with internal stakeholders to enhance team efficiency, optimize workflows, and ensure our operations contribute meaningfully to the company’s overall success. Beyond operational oversight, you will work cross-functionally with our Admissions, Clinical, and Product teams to identify and implement scalable solutions that elevate team efficiency, maximize client outcomes, and create measurable value. You will also personally maintain relationships with our most valuable and strategic partners, ensuring seamless coordination and high-quality care delivery. Success in this role will be measured through client satisfaction (CSAT), client scheduling success rates, team performance, and team efficiency.
