The Director of Client Services (DCS) is responsible for the overall leadership, management, and oversight of client services operations within the Home Care Department, including intake, service delivery, care coordination, and clinical operations. The DCS ensures the delivery of high-quality, client-centered care in compliance with New York State Department of Health regulations, contractual obligations, agency policies, and industry best practices.
The DCS provides strategic and operational leadership to support program growth, workforce stability, quality improvement, compliance readiness, and operational efficiency. This position collaborates closely with internal leadership, clinical teams, referral sources, managed care organizations, and community partners to ensure continuity of care and exceptional service outcomes.
In the absence of the Associate Executive Director for Home Care, the DCS assumes administrative and clinical oversight responsibility for the agency’s home care programs.
Direct Reports
- Clinical Manager
- Referral Management Specialist
- Client Service Manager
Responsibilities
- Provides leadership and oversight for all home care service operations, ensuring compliance with NYS Department of Health regulations, payer requirements, and contractual obligations.
- Oversees intake, referral management, service coordination, scheduling oversight, and clinical operations to ensure efficient and timely delivery of care.
- Develops, implements, and monitors policies, procedures, workflows, and operational best practices to improve service delivery, compliance, and staff accountability.
- Leads quality improvement and performance management initiatives to ensure achievement of organizational goals, regulatory standards, and patient care outcomes.
- Monitors operational performance indicators including census trends, referral conversion, service utilization, overtime, authorization management, and client satisfaction.
- Ensure authorized service hours are appropriately staffed and delivered in accordance with payer authorizations and client care plans.
- Supervises, mentors, develops, and evaluates direct reports while fostering a culture of accountability, collaboration, and continuous improvement.
- Collaborates with recruitment and workforce development teams to support hiring, retention, and training strategies that reflect the diverse needs of the client population.
- Oversee staff education and training initiatives for clinical, administrative, and home health aide staff to ensure competency and compliance.
- Partners with the Associate Executive Director for Home Care and Corporate Compliance Officer to maintain agency compliance programs and support audit readiness activities.
- Collaborates with Associate Executive Director and Business Development lead in maintaining managed care relationships, contract compliance, business development initiatives, and procurement opportunities.
- Participates in strategic planning efforts related to program growth, operational sustainability, and expansion opportunities, including private pay initiatives and community partnerships.
- Represents the agency in meetings with contractors, professional organizations, managed care plans, trade associations, and community stakeholders as needed.
- Supports advocacy and partnership efforts aimed at improving access to services and strengthening community-based care systems.
- Participates in on-call responsibilities, as needed.
- Performs additional duties as assigned.
Preferred Leadership Competencies
- Strategic Leadership and Operational Oversight
- Regulatory Compliance and Quality Management
- Workforce Development and Staff Engagement
- Relationship Management and Collaboration
- Data Analysis and Performance Improvement
- Crisis Management and Problem Solving
- Strong Written and Verbal Communication Skills
- Financial and Operational Accountability
- Client-Centered Service Delivery
Physical Requirements
- May encounter prolonged standing, walking, lifting supplies, stooping, and bending. When making a home visit, may encounter prolonged walking, and/or stair climbing.
Working Conditions/Environment
- Office setting may include occasional home visits or out-of-office meetings. Evening and weekend work required to meet deadlines and/or attend occasional meetings or seminars.
Qualifications
- Registered Professional Nurse currently licensed and registered in New York State.
- Bachelor’s degree in nursing, Healthcare Administration, or a related health/human services field required, master’s degree preferred.
- Minimum of four years of progressive supervisory or management experience in healthcare, preferably in home care or community-based services.
- Strong knowledge of NYS home care regulations, managed care operations, compliance standards, and quality improvement practices.
- Demonstrated experience managing multidisciplinary teams and complex healthcare operations.
Reports to: Associate Executive Director for Home Care
Work Model: SCS currently operates on a hybrid work model with three days in the office and two days remote.
Salary Range: $135,000 – $145,000 (Exempt)
Benefits Package
Comprehensive medical, dental and vision insurance
403(b) retirement plan with employer contribution
Flexible spending account and transit check
Employee Assistance Program
10 paid holidays
One sick day per month
20 vacation days per year
Six personal/floating days
Life insurance
Long-term disability
How to Apply
Send cover letter and resume to Mvitale@scsny.org. Please indicate ” Director of Client Services – Your Name” in the email subject line.
All positions at Sunnyside Community Services are filled without regard to race/color, religion/creed, national origin, age, sex/gender, sexual orientation, gender identity or expression, disability, pregnancy-related condition or lactation, military/veteran status, marital status, familial status, caregiver status, sexual or reproductive health decisions, height, weight, status as a victim of domestic violence/stalking/ sex offenses, predisposing genetic characteristic, immigration or citizenship status, prior arrest or conviction record, credit history, salary history, unemployment status, pre-employment marijuana testing, union affiliation/activity, or for reporting or opposing discrimination on these bases or for reporting or opposing violations of workplace health and safety, pay equity or practices, or for participating in any internal or any legally protected status listed in the New York City Human Rights Law (NYCHRL). All are encouraged to apply.
Sunnyside Community Services strives to address, explore, and educate all our stakeholders about the diversity of human experience and to advance and integrate racial equity and social justice into all organizational policies and programs. We believe that everyone, regardless of who they are or what they do for the organization, should feel equally involved and supported.
Sunnyside Community Services represents a commitment to considering the whole person and how systemic barriers and access to opportunities can affect their well-being.
Equal Opportunity/Affirmative Action Employer