Director of Client Services

ySalary Range : $90,000-$110,000 + Commissio n Position Summa ry The Director of Client Services is responsible for the strategic leadership, operational oversight, and overall performance of the Client Services department. This role oversees client intake, staffing coordination, scheduling, client success, and service access while ensuring efficient workflows, high-quality customer service, and alignment with organizational goals. The Director partners closely with clinical, operational, and administrative leaders to develop scalable systems, improve performance, and support the Company's continued grow th.This is a full-time, on-s ite position based at the STEPS Behavioral Health Administrative Offi ategy Provide strategic leadership for the Client Services department and establish department goals aligned with organizational objec tives.Develop and monitor department Key Performance Indicators (KPIs), ensuring accountability and continuous improv ement.Evaluate department performance, identify operational trends, and implement strategies to improve efficiency and service del ivery.Develop scalable processes, workflows, and team structures to support organizational g rowth. Staffing & Client Services Ope rations Oversee staffing coordination, scheduling workflows, and staff utilization to support timely client s ervices.Monitor staffing capacity and recommend strategies to maximize clinician utilization while meeting clien t needs.Ensure intake, staffing, and client success processes are standardized, efficient, and consistently f ollowed.Partner with clinic leadership to streamline and improve clinic services operations and ensure centralized staffing supports local operationa l needs. Process Im provement Identify workflow inefficiencies, operational bottlenecks, and service gaps, implementing solutions to improve pe rformance.Oversee implementation of operational systems, dashboards, scheduling tools, and reporting processes.Develop and maintain standardized procedures that promote consistency across all service locations. Cross-Functional Co llaboration Collaborate with Clinical Leadership, Operations, Human Resources, Recruiting, Marketing, Billing, Authorizations, and Clinic Leadership to improve the overall client experience.Support organizational initiatives that improve communication, service coordination, and operational ef fectiveness.Serve as a resource for resolving complex client service and staf fing issues. Leadership & Tea m Development Provide coaching, mentorship, and performance management for managers, leads, and coordinators within the Client Servic es department.Establish clear expectations, accountability standards, and escalati on procedures.Support succession planning and leadership development as the dep Qualifications Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Human Services, or a related field preferred.Minimum of five (5) years of leadership experience in healthcare operations, client services, ABA, behavioral health, patient services, care coordination, scheduling, or a related field.Experience managing teams, developing operational workflows, and driving proce ss improvements.Strong knowledge of KPI development, performance management, reporting, and operat ional analytics.Experience with staffing coordination, scheduling, intake, utilization management, or client su ccess preferred.Excellent leadership, communication, organizational, and problem -solving skills.Ability to manage multiple priorities and make sound decisions in a fast-pa ced environment.Proficiency with Microsoft Office, Google Workspace, scheduling software, CRM systems, and operati onal dashboards.Experience within ABA, behavioral health, or multi-site healthcare operations str ongly preferred. Knowledge, Skill s & Abilities Strong operational leadership and strategi c planning skills.Excellent analytical and systems-t hinking abilities.Ability to interpret performance metrics and make data -driven decisions.Strong project management and workflow impro vement experience.Excellent interpersonal and cross-functional col laboration skills.Strong conflict resolution and problem- solving abilities.Ability to coach, mentor, an d develop leaders.Commitment to providing exceptional client and f amily experience s. Success Measures d by the ability to:Achieve departmental KPIs related to staffing, client onboarding, utilization, retention, growth, and client satisfaction.Maintain efficient staffing capacity planning that supports client access and or ganizational growth.Ensure intake, staffing, scheduling, and client success workflows are standardized and co nsistently followed.Build strong partnerships across Clinical, Operations, HR, Recruiting, Marketing, Billing, Authorizations, an d Clinic Leadership.Develop scalable systems, dashboards, and operational processes that improve efficiency and decision-making.Foster a high-performing Client Services team through coaching, accountability, and lea dership development.Continuously identify and implement process improvements that enhance operational effectiveness and th e client experience. Benefits At STEPS Behavioral Health, we value our employees and are proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Eligibl e employees may enjoy:Medical, Dental , and Vision Insurance401(k) Retirement Plan with a Generous Company MatchHealth Savings Account (HSA)Flexible Spending Account (FSA )Paid Federal HolidaysPaid T ime Off and Sick Leave (in accordanc e with Company policy) Eligibility for benefits is subject to the terms of the applicable benefit plan s and Company policies. #J-18808-Ljbffr STEPS Behavioral Health