Director of Care Coordination

Job Description

Job Description

Company: AllCare.ai | Director of Care Coordination | On-site | Irvine, California

The Mission

AllCare.ai is an AI-powered healthcare delivery platform that acts as the easy button for Assisted Living operators. We combine advanced artificial intelligence with compassionate onsite care to eliminate the logistical chaos of senior living healthcare. Instead of operators coordinating appointments, transport, and vendors, our technology and field teams bring the entire clinic directly to the resident’s doorstep. We don’t just coordinate care — we deliver care.

The Growth

We are in a phase of exponential expansion driven by urgent market demand. Today, we support care delivery for over 5,000 residents, and we have been doubling our resident base every three months.

As we scale, the quality of every interaction between AllCare and our customers — facility administrators, residents, families, and consumers — becomes the thing that determines whether we win or lose. This role exists because that experience is too important to run without senior leadership.

The Opportunity

This role is for someone who has spent their career inside Assisted Living, Skilled Nursing, or Senior Care communities — and has lived the operational reality that AllCare exists to solve. You know what it feels like to handle the 7am call about a resident decline, juggle a family complaint, patch a staffing gap, and prep for the state surveyor — all before lunch. You've lived the chaos that our model removes, and you've led teams through it.

We're looking for that person to build and lead our Concierge team — a remote team of Care Partners who serve as the dedicated single point of contact for every facility, resident, and family we support.

As Director of Care Coordination, you'll own the Concierge function end to end. Your team runs on clear ownership, tight SLAs, and a proactive mindset — not a shared inbox and hoping things get picked up. You'll build the playbooks, hold the line on resolution times, and make sure every administrator, resident, and family in our network feels like they have someone in their corner who genuinely gets it.

The Standard You'll Own

Care Partners are judged on one question: did the customer feel cared for? SLAs, processes, tooling, and AI all exist in service of that answer.

A few operating principles define how the team shows up today — and you'll be the one protecting and scaling them:

• Every facility has a name on it. Primary and Secondary Care Partners are assigned from day one. There's no shared queue, no "someone will pick this up." Accountability is personal.
• The Primary owns it, always. If the Secondary can't close it, it falls back to the Primary. Ownership doesn't diffuse across a team — it lives with a person.
• Know your residents by name. Scale doesn't erase intimacy. A team of fifty serving thousands should still feel like one person who knows you.

Your job isn't to enforce these. It's to build the hiring bar, systems, and rituals that make them hold at 10x the current volume.

What This Looks Like Day-to-Day

• Lead a remote team of Care Partners. Hire, onboard, coach, and develop the team. Set the bar for what "owning an account" means in practice.
• Own the SLAs. Define and enforce response times, resolution times, and escalation windows. Build the dashboards. Review the exceptions. Close the gaps.
• Design the processes. Own the playbooks for how Care Partners handle medication reconciliation, census updates, schedule confirmations, outbound pharmacy communication, callbacks, and escalations — across both facilities and direct consumers.
• Work the hard escalations personally. Be the first call when a facility or family is at risk. Bring your operational judgment to the situations that need it — and coach your team to handle them next time.
• Manage across stakeholders. Work closely with Routing, Clinic, Sales, Clinical, and Product leadership so every customer feels one AllCare — not five handoffs. You'll be the voice of the resident internally, and the voice of AllCare externally.
• Design for scale. We're doubling every three months. Build team structures, workflows, and tooling that hold up at 2x, 5x, 10x our current volume. Bring an AI-forward mindset — the team runs on AI-assisted workflows, and you'll help shape them.
• Own the metrics. Customer retention, administrator and resident NPS, SLA performance, escalation resolution, and team performance are yours to report on and drive.

Who This Is For

• Senior operators from ALF, SNF, or Senior Care. You've spent your career in these communities. You know what census pressure, staffing crises, compliance, and family dynamics actually feel like. This is non-negotiable — we need someone who has lived it.
• Remote-team builders. You know how to lead a distributed team with tight SLAs, without losing accountability or culture to the distance.
• Process operators. You think in workflows, SLAs, and playbooks. You know the difference between "we handled it" and "we have a system that handles it every time."
• Stakeholder managers. You can hold your ground with Sales, partner cleanly with Clinical, and push back on Product when the resident needs something different.
• Calm under pressure. An administrator in crisis on a Friday afternoon doesn't shake you. You've been there more times than you can count.
• Strategic and hands-on. You can design a playbook in the morning and get on the phone with an upset family in the afternoon.
• Builders, not caretakers. You're energized by scaling something new, not running something already built.

Requirements

• 12+ years of experience in Assisted Living, Skilled Nursing, or Senior Care community settings, with at least 5 years in leadership roles (Executive Director, Administrator, Regional Director, or equivalent).
• Demonstrated experience leading and developing teams with direct accountability for SLAs and customer outcomes. Remote team leadership strongly preferred.
• Deep working knowledge of senior care operations: census, staffing, regulatory and compliance dynamics, physician and family relationships, administrator priorities.
• Track record of designing and enforcing processes, SLAs, and escalation frameworks in high-volume, customer-facing environments.
• Strong cross-functional stakeholder management — comfort working across sales, clinical, and operations leadership.
• Excellent written and verbal communication — you'll be the face of the Care Partner team internally and externally.
• Comfort with modern tools (CRM, task platforms, communication tools) and an AI-forward mindset.
• Valid driver's license and willingness to travel within California for occasional facility visits and escalations.

Benefits

• Base salary: $160,000 – $200,000, commensurate with experience 
• Performance bonus tied to SLA adherence, customer retention, team performance, and growth metrics. 
• Full Benefits: Health, Dental, Vision, Paid Time Off, and 401(k).