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Elara Caring · 1 day ago

Director of Client Experience + Workforce Solutions, Personal Care Services

Worcester, MA

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

Elara Caring is a home care provider dedicated to delivering high-quality care to patients in their preferred home setting. The Director of Client Experience + Workforce Solutions will lead the client journey, oversee workforce operations, and develop strategies to enhance client satisfaction and retention.

Health CareHome Health CarePersonal Health

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

Qualification

Healthcare operations experienceData analytics proficiencyMedicaid/Medicare knowledgeLeadership skillsOperational acumenBudget management experienceHIPAA knowledgeRelationship managementMultitaskTeam developmentCompliance knowledgeLVN licensure (LA)Communication skills

Required

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%