Director of Client Success, Healthcare and Senior Living Partnerships

Job Description

Job Description

Director of Client Success – Healthcare & Senior Living Partnerships

About the Role

Visiting Docs is seeking an experienced, relationship-driven Director of Client Success to manage and strengthen our partnerships with assisted living facilities throughout New York.

This is a highly visible, field-based position that combines client relationship management, customer service, healthcare operations, and business development. The Director of Client Success will serve as the primary nonclinical point of contact for facility owners, administrators, wellness directors, nursing leaders, residents, families, and other key stakeholders.

This is not an entry-level position. We are looking for someone with a proven background in client success or healthcare-focused customer service, marketing, admissions, or relationship management.

What You’ll Do

• Visit assigned assisted living facilities regularly and build strong relationships with facility leadership and staff.

• Serve as the primary liaison between facility partners and Visiting Docs.

• Conduct routine check-ins to evaluate satisfaction, identify concerns, and address service gaps.

• Coordinate with internal clinical, scheduling, billing, credentialing, behavioral health, and patient engagement teams.

• Take ownership of facility concerns and ensure timely follow-up, resolution, or escalation.

• Educate facility staff, residents, and families about Visiting Docs’ available healthcare services.

• Support resident enrollment and appropriate utilization of services while respecting each resident’s right to choose their healthcare provider.

• Identify opportunities to expand primary care, specialty care, behavioral health, Remote Patient Monitoring, Chronic Care Management, and other approved services.

• Coordinate facility presentations, educational programs, in-services, and enrollment activities.

• Maintain accurate documentation of facility visits, enrollment activity, open concerns, action items, and follow-up.

• Monitor facility satisfaction, retention, utilization, enrollment, and service-growth trends.

Qualifications and Experience

Candidates should have at least three years of professional experience in one or more of the following areas:

• Client success, account management, customer relationship management, or service recovery in any industry.

• Customer service–focused healthcare operations.

• Healthcare marketing, outreach, or business development.

• Admissions, marketing, or community relations within assisted living, skilled nursing, rehabilitation, long-term care, or another senior care setting.

Additional qualifications include:

• Strong written and verbal communication skills.

• Confidence communicating with executives, healthcare professionals, facility staff, residents, and families.

• Excellent organization, problem-solving, presentation, and follow-through skills.

• Ability to manage multiple facility relationships and time-sensitive concerns with limited supervision.

• Comfort tracking performance data, maintaining reports, and using spreadsheets and operational tracking systems.

• Reliable transportation and the ability to travel extensively throughout New York.

• A bachelor’s degree in healthcare administration, business administration, communications, marketing, or a related field is preferred but not required with relevant experience.

Travel and Schedule

This position requires approximately 80% to 90% travel throughout the assigned New York service area. Candidates should be prepared to travel up to three (3) hours each way from a starting point in Rockland County, New York. Regular travel between facilities is required, and occasional overnight, early-morning, evening, or event-related work may be necessary.

Travel reimbursement or a stipend will be provided in accordance with company policy.