Director Client Relations Jobs in Madison, WI (NOW HIRING)

Location:  Madison, WI |  Agrace Adult Day Center 

Full-time 1.0 FTE (40hours/week) | Day Shift | Monday-Friday |   

Make a lasting impact with Agrace  

Join Agrace, a nationally recognized nonprofit leader in hospice and palliative care. If you are looking for a role that helps support meaningful, patient-centered care, this is your opportunity to make a difference! 

How You’ll Make a Difference  

The Adult Day Manager is responsible for the development and oversight of Adult Day operations by hiring, orienting, training, managing, and retaining staff, building and maintaining referral source relationships, ensuring client satisfaction, and managing budget to meet revenue goals.

Key Responsibilities

• Manage Core Function 
  • Manage all aspects of Adult Day to drive client census growth.
  • Assist in the implementation and planning of Adult Day Services.
  • Identify, build, and maintain referral source relationships in the local healthcare and senior care community with industry professionals and organizations.
  • Develop annual Adult Day operating budget, manage to meet revenue goals and ensure cash flow, and use financial information to make decisions regarding client retention and resource allocation.
  • Develop, maintain, and propose edits to Adult Day policies and operational procedures.
  • Ensure compliance with state and other regulating bodies for all aspects of Adult Day services.
  • Oversee all billing aspects including communication with long term care insurance.
•  Manage Staff 
  • Ensure appropriate caregiver staffing levels to serve existing and new clients.
  • Define roles and develop accountabilities and metrics to manage performance.
  • Manage training, orientation and documentation of completion.
  • Retain staff by promoting a positive, engaging and flexible workplace. Provide caregiver recognition.
  • Assign and direct the work of Adult Day staff.
  • Provide coaching to staff and volunteers to meet client needs effectively.
  • Conduct staff performance evaluations and provide feedback, coaching or correction.
• Manage Client Relations 
  • Manage communication with prospective and existing clients and/or their family members to understand client needs. Understand and communicate client needs to staff.
  • Manage day to day activities of providing client care. Apply systems thinking to identifying repetition of tasks and create repeatable processes to ensure consistency.
  • Ensure client satisfaction through oversight of surveys, client assessments and quality assurance visits, and resolution of client and referral source concerns.
  • Provide proof of quality by continuous measurement against industry benchmarks.
  • Identify new services and opportunities to offer clients, and collaborate with Agrace leadership to implement as appropriate.
  • Oversee care plan management and updates, client updates to family and medication administration.
• Other Duties 
  • Participate in internal work groups, meetings and committees relative to position responsibilities.
  • Ensure compliance with Agrace policies and protocols, state, federal, and other regulations.
  • Develop and adhere to annual department operating budget.

You Bring

• Five years of memory care and/or dementia experience; clinical experience/licensure preferred
• Dementia Certification and CPR Certification preferred (required within 90 days of hire)
• Three years of supervisory and/or management experience
• Valid driver’s license, auto insurance, and access to a reliable vehicle

• Demonstrated management skills
• Ability to be flexible and effectively manage priorities, multiple tasks, and meet deadlines in a high-pressure environment
• Ability to work outside of standard business hours to ensure client needs are met
• Intermediate Microsoft Office Suite skills
• Experience using industry enterprise software system
• Ability to work effectively and cooperatively with others
• Experience in operational planning and execution, budgeting, and controlling costs
• Ability to maintain confidentiality about clients, caregivers, and organizational intellectual property
• Ability to use proper body mechanics and standard precautions
• Ability to be flexible in time and task to meet organizational needs including 24/7 presence with a high level of accountability

About Agrace 

For more than 45 years, Agrace has been an innovator and leader in both caring for patients and their families, and in educating others about death, dying and grief. We are the largest hospice provider in Wisconsin. Well known for end-of-life care, Agrace also serves people across southern Wisconsin who are aging, seriously ill or grieving. 

At Agrace we are strengthened by the unique experiences, cultures and traditions of our staff, patients and clients. 

Together, we pursue a vision in whicheveryAgrace staff member is treated fairly, and every patient and client experiences the respectful, individualized care they need and deserve. 

We foster a culture of belonging that celebrates people’s uniqueness and leads to meaningful, empathetic connections. 

Agrace Health Inc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.