Director of Care Coordination

The Role

This role is for someone with extensive experience in Assisted Living, Skilled Nursing, or Senior Care communities. You understand the operational realities and challenges faced daily.

Responsibilities

• Own the Concierge function end to end, including hiring, onboarding, coaching, and developing a remote team of Care Partners.
• Set clear SLAs, processes, and tooling to ensure every customer feels cared for.
• Build and enforce playbooks for handling various tasks such as medication reconciliation, census updates, schedule confirmations, and escalations.
• Manage stakeholders across Sales, Clinical, and Product leadership to ensure seamless customer experiences.
• Design and implement scalable team structures, workflows, and tooling to support rapid growth.
• Report on and drive key metrics such as customer retention, administrator and resident NPS, SLA performance, escalation resolution, and team performance.

Requirements

• 12+ years of experience in Assisted Living, Skilled Nursing, or Senior Care community settings, with at least 5 years in leadership roles.
• Experience leading and developing teams with direct accountability for SLAs and customer outcomes, particularly in remote settings.
• Deep understanding of senior care operations, including census, staffing, regulatory and compliance dynamics, physician and family relationships, and administrator priorities.
• Track record of designing and enforcing processes, SLAs, and escalation frameworks in high-volume, customer-facing environments.
• Strong cross-functional stakeholder management skills, comfortable working across Sales, Clinical, and Operations leadership.
• Excellent written and verbal communication skills, able to represent the Care Partner team both internally and externally.
• Comfort with modern tools and an AI-forward mindset.
• Valid driver's license and willingness to travel within California for occasional facility visits and escalations.

Pay

$160,000 - $200,000, commensurate with experience.

Schedule

Remote work with occasional travel to California for facility visits and escalations.