Director of Customer and Caregiver Advocacy

📋 Description

• Lead the end-to-end management of complex customer and caregiver complaints, escalations, and
• Ensure concerns are thoroughly investigated, accurately documented, clearly communicated, and
• Design, implement, and continuously improve standardized processes for complaint intake, triage
• Partner with Clinical, Operations, Compliance, Human Resources, and other organizational leaders to
• Analyze complaint trends, customer feedback, caregiver concerns, and operational data to identify
• Develop dashboards, KPIs, metrics, and trend reports that provide leadership with clear visibility

🎯 Requirements

• Bachelor’s degree in Healthcare Administration, Nursing, Social Work, Business, or a related
• 7–10+ years of progressive leadership experience in home health, home care, hospice, post-acute
• Demonstrated experience leading complaint management, complex escalations, service recovery
• Strong combination of healthcare operations, customer advocacy, compliance, and stakeholder
• Knowledge of healthcare regulatory requirements, including CMS Conditions of Participation and
• Experience working within a regulated, multi-site, multi-market, or otherwise complex healthcare

🎁 Benefits

• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid time off and company holidays.
• Employee assistance programs and wellness initiatives.
• Flexible options designed to support work-life balance.
• Opportunity to lead high-impact customer and caregiver advocacy initiatives across a broad