Director of Client Experience + Workforce Solutions, Personal Care Services

Elara Caring • Chicopee, MA

13d

About The Position

At Elara Caring, we care where you are and believe the best place for your care is where you live. We know there’s no place like home, and that’s why our teams continue to provide high-quality care to more than 60,000 patients each day in their preferred home setting. Wherever our patients call home and wherever they are on their health journey, we care. Each team member has a part to play in this mission. This means you have countless ways to make a difference as a Director of Client Experience + Workforce Solutions . Being a part of something this great starts by carrying out our mission every day through your true calling: developing an amazing team of compassionate and dedicated healthcare providers. To continue to be an industry pioneer in delivering unparalleled care, we need a Director of Client Experience + Workforce Solutions with commitment and compassion. Are you one of them? If so, apply today!

Requirements

• Bachelor’s degree in a healthcare-related field preferred.
• Minimum of five (5) years in home care, home health, or related healthcare operations with demonstrated success improving client satisfaction and workforce performance.
• Deep understanding of Medicaid/Medicare and personal care delivery models.
• Strong operational and financial acumen (fill rate, utilization, contribution margin).
• Proficiency in data analytics, EVV systems, and workforce platforms (e.g., AlayaCare).
• Excellent leadership, communication, and relationship management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of HIPAA, accreditation standards, and state/federal regulations.
• LVN licensure required only in Louisiana.
• Experience developing and managing budgets, KPIs and financial targets.
• Must be able and willing to travel approximately 50%.

Responsibilities

• Lead the end-to-end client journey from referral to retention, ensuring service delivery aligns with client care plans.
• Oversee scheduling, workforce utilization, and engagement to ensure efficient operations and high fill rates.
• Collaborate with leadership to forecast staffing needs, optimize workforce capacity, and remove operational bottlenecks.
• Develop and implement data-driven strategies to improve client satisfaction, retention, and workforce stability.
• Build and manage high-performing teams through coaching, accountability, and continuous development.
• Drive consistency across regional processes, enhance transparency, and ensure compliance with all regulatory and audit requirements.
• Partner with payers, providers, and referral sources to strengthen community relationships and support regional growth.
• Uphold Elara Caring’s mission, values, and ethical standards while fostering a culture of compassion and excellence.
• Performs other duties/projects as assigned.

Benefits

• Work in a collaborative environment.
• Be rewarded with a unique opportunity to make a difference.
• Competitive compensation package
• Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost
• Opportunities for advancement
• Comprehensive insurance plans for medical, dental, and vision benefits
• 401(K) with employer match
• Paid time off, paid holidays, family, and pet bereavement
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees