Director of Care Experience

Senior1Care•Mishawaka, IN

13d

About The Position

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.

Requirements

Bachelor’s degree in a relevant field required.
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.

Nice To Haves

Management experience in healthcare, mental health, home care, or a related field preferred.

Responsibilities

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.