Position SummaryVisiting Docs is seeking a relationship-focused Director of Client Success to serve as the primary liaison between our organization and our assisted living facility partners.
This field-based role is responsible for strengthening facility relationships, supporting resident enrollment and service utilization, resolving operational concerns, and ensuring a consistently positive client experience. The ideal candidate is an excellent communicator who takes ownership, follows through, and can successfully manage multiple facility relationships and priorities.
Key Responsibilities- Visit assigned facilities regularly, generally at least once per month.
- Build strong relationships with facility owners, administrators, wellness directors, nursing leaders, and other key stakeholders.
- Serve as the primary nonclinical point of contact between facility partners and Visiting Docs.
- Conduct routine satisfaction check-ins and proactively identify concerns or service gaps.
- Coordinate with internal teams to resolve issues involving scheduling, communication, billing, documentation, providers, and service delivery.
- Educate facility staff, residents, and families about available Visiting Docs services.
- Support appropriate resident enrollment and utilization while respecting each resident's choice of healthcare provider.
- Identify opportunities to expand primary care, specialty care, behavioral health, Remote Patient Monitoring, Chronic Care Management, and other approved services.
- Track facility visits, enrollment activity, utilization, satisfaction, open concerns, and required follow-up.
- Escalate urgent clinical, compliance, privacy, safety, or contractual concerns to the appropriate leader.
Qualifications- Three to five years of experience in healthcare relationship management, client success, account management, healthcare operations, or business development.
- Strong communication, presentation, organization, problem-solving, and follow-through skills.
- Ability to manage multiple relationships and competing priorities with limited supervision.
- Proficiency with email, spreadsheets, presentations, video conferencing, and tracking systems.
- Reliable transportation and the ability to travel frequently throughout the assigned New York service area.
Preferred Experience- Bachelor's degree in healthcare administration, business administration, communications, or a related field.
- Experience working in assisted living, skilled nursing, long-term care, primary care, or another healthcare setting.
- Familiarity with healthcare operations, HIPAA, and patient privacy requirements.
Travel and ScheduleThis position requires approximately 80% to 90% travel throughout the assigned New York service area. Occasional overnight, early-morning, evening, or event-related work may be required. Travel reimbursement or a stipend will be provided in accordance with company policy.
