Director of Customer and Caregiver Advocacy

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer and Caregiver Advocacy based in United States.

• Lead the end-to-end management of complex customer and caregiver complaints, escalations, and sensitive service issues.
• Ensure concerns are thoroughly investigated, accurately documented, clearly communicated, and resolved with appropriate urgency, empathy, consistency, and accountability.
• Design, implement, and continuously improve standardized processes for complaint intake, triage, escalation, service recovery, investigation, documentation, and resolution.
• Partner with Clinical, Operations, Compliance, Human Resources, and other organizational leaders to identify root causes and develop sustainable corrective actions.
• Analyze complaint trends, customer feedback, caregiver concerns, and operational data to identify emerging risks, recurring issues, and opportunities for improvement.
• Develop dashboards, KPIs, metrics, and trend reports that provide leadership with clear visibility into advocacy performance, complaint activity, risks, and improvement opportunities.
• Support responses to regulatory inquiries, agency complaints, and other external concerns in collaboration with relevant internal stakeholders.
• Develop and maintain policies, standards, and guidelines governing complaint management, escalation practices, service recovery, documentation, and stakeholder communications.
• Translate individual customer and caregiver concerns into broader organizational insights and actionable improvements across markets and operational teams.
• Provide senior leadership with clear reporting, strategic insights, emerging trends, risk assessments, and recommendations for improving customer and caregiver experiences.
• Build strong relationships across departments and levels of leadership to promote accountability, collaboration, and consistent approaches to advocacy and service recovery.
• Help ensure sensitive customer, caregiver, and organizational information is handled in accordance with applicable privacy, security, and data-protection requirements.
• Promote a culture in which customer and caregiver feedback is treated as an important source of insight for improving care quality, operational performance, and service delivery.

• Bachelor’s degree in Healthcare Administration, Nursing, Social Work, Business, or a related discipline is required; a master’s degree in a relevant field is preferred.
• 7–10+ years of progressive leadership experience in home health, home care, hospice, post-acute care, healthcare operations, quality, compliance, customer experience, or a related healthcare environment.
• Demonstrated experience leading complaint management, complex escalations, service recovery, patient or customer advocacy, caregiver experience, or related programs.
• Strong combination of healthcare operations, customer advocacy, compliance, service recovery, and stakeholder management expertise.
• Knowledge of healthcare regulatory requirements, including CMS Conditions of Participation and applicable state regulations.
• Experience working within a regulated, multi-site, multi-market, or otherwise complex healthcare organization is preferred.
• Strong analytical capabilities, including experience using dashboards, KPIs, metrics, trend analysis, and other data to identify patterns and inform strategic decisions.
• Exceptional communication and conflict-resolution skills, with the ability to navigate sensitive and complex situations calmly, empathetically, and professionally.
• Strong stakeholder-management and relationship-building abilities, with the capacity to influence leaders and collaborate effectively across multiple functions.
• Ability to balance empathy with accountability and customer advocacy with operational requirements and risk management.
• Strong judgment and decision-making skills, particularly when handling sensitive complaints, escalations, regulatory matters, and high-impact customer concerns.
• Ability to translate individual experiences and qualitative feedback into broader organizational insights, measurable initiatives, and sustainable improvements.
• Strong organizational skills and the ability to manage multiple priorities, complex cases, and strategic initiatives simultaneously.
• Commitment to protecting sensitive information, following cybersecurity and privacy policies, completing required security training, and using authorized systems and access appropriately.

• Annual salary range of $150,000–$170,000 USD.
• Remote-based work opportunity within the United States.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid time off and company holidays.
• Employee assistance programs and we