Director of Client Services

Home Helpers DuPage•Downers Grove, IL

15h•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.
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.