Client Services Director

Client Services Director – Lead with Heart. Deliver with Excellence .

Location: Jenkintown, PA (On-Site Only)
Employment Type: Full-Time, Exempt

Make a Lasting Difference—Every Single Day

At Visiting Angels , we believe exceptional care starts with exceptional leadership. As one of the most respected names in non-medical home care, we are seeking a Director of Client Services who combines empathy, operational rigor, and emotional intelligence to lead our care delivery team from our Jenkintown office.

This isn’t just a leadership role—it’s a mission. You’ll guide a dedicated team of Client Care Managers , Wellness Professionals (RNs/MSWs) , and Care Coordinators who support hundreds of seniors and families every week. Your focus? Ensuring every client receives personalized, high-quality care with dignity and compassion.

This role requires in-office presence and is not remote.

Who You Are:

You’re a people-first leader with a knack for turning complexity into clarity. You’ve led service teams in healthcare, home care, senior living, or hospitality , and know how to balance compassion with accountability , especially in time-sensitive or emotionally charged situations. Whether solving a logistical challenge or offering reassurance to a family in crisis, you show up calm, focused, and ready to lead.

What You’ll Do:

Lead a Mission-Driven Team

• Direct, develop, and empower a team of 4–5 Client Care Managers and Wellness clinicians (RNs/MSWs) to exceed care standards and service goals.

• Foster a culture of responsiveness, compassion, and teamwork.

  📋 Own the Day-to-Day Operations

• Oversee client intake, case management, scheduling, staffing, and continuity of care.

• Ensure caregivers are properly matched, scheduled, and supported to deliver consistent, high-quality service.

  🌟 Drive Client & Caregiver Satisfaction

• Monitor experience metrics, resolve escalations, and proactively enhance the client and caregiver journey.

• Champion a “Client First” service philosophy across all touchpoints.

  🔧 Bring Structure to Chaos

• Diagnose operational gaps and implement systems that improve efficiency, predictability, and responsiveness.

  🤝 Collaborate & Integrate

• Work closely with Sales, Marketing, HR, and On-Call teams to build seamless, full-spectrum client support.

• Lead by example in both calm and crisis, including participation in the senior on-call rotation (approx. every 2–3 weeks).

  ✅ Ensure Compliance & Quality Standards

• Maintain documentation, adherence to state regulations, and industry best practices to uphold our trusted reputation.

• Reduce fire drills by solving root causes, not just symptoms.

What You Bring:

• A Bachelor’s degree and 10+ years of progressive experience in operations, client service, healthcare coordination, or senior project management roles.

• Prior leadership of teams in high-pressure service environments such as home care, hospitals, senior living, or care-focused call centers.

• A proven ability to mentor and manage managers , nurture empathy-based client relationships, and keep your team aligned, engaged, and accountable.

• Strong skills in process design , workflow optimization , and project management .

• Emotional resilience and a calm presence under pressure—you don’t just “put out fires,” you prevent them.

• Exceptional communication skills , both verbal and written, and the diplomacy to manage difficult conversations with compassion and clarity.

• Strong technical fluency with Microsoft Office and healthcare scheduling or CRM systems.

• A flexible, team-first mindset and the willingness to step up when others need help—even on evenings or weekends.

• A deep appreciation for the trust families place in us and a strong commitment to our “Client First” philosophy.

Why Join Visiting Angels?

Because you want more than a job—you want a purpose.
At Visiting Angels, you’ll join a team that leads with empathy , operates with excellence , and believes that every client interaction is a chance to create trust and comfort . You’ll have the support and freedom to make real decisions that impact real people—families who are counting on us.

This is your opportunity to lead a team, shape a culture, and leave a legacy of compassionate care.

Ready to lead with heart and make a difference where it counts most? Apply today.

ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.