Director of Customer and Caregiver Advocacy

At Help at Home, we believe everyone deserves the opportunity to live safely and independently in their own home. Our teams support individuals from diverse backgrounds and communities, and we are committed to creating a workplace where employees feel respected, supported, and empowered to make a difference.

Turn every voice into an opportunity to improve care.

Help at Home is seeking a Director of Customer & Caregiver Advocacy to lead how we listen, respond, and improve the experience of our customers, families, caregivers, and partners. This highly visible leadership role will oversee complex escalations and complaints while using data, trends, and customer feedback to drive meaningful improvements across our organization.

We’re looking for a healthcare leader who can combine empathy with accountability, data with action, and customer advocacy with operational excellence. You’ll partner across Operations, Clinical, Compliance, HR, and senior leadership to strengthen service recovery, reduce risk, and ensure every voice is heard. This is a remote -based role and we offer weekly pay between $150,000-$170,000 annually. 

Our Benefits: 

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Paid time off and holidays
• Employee assistance programs and wellness initiatives
• Flexible options to support a balanced life

What You'll Do:

• Lead the end-to-end management of complex customer and caregiver escalations and complaints.
• Ensure concerns are investigated, documented, communicated, and resolved with urgency, empathy, and consistency.
• Build standardized complaint intake, triage, escalation, service-recovery, and resolution processes.
• Partner with Clinical, Operations, Compliance, HR, and other leaders to identify root causes and implement sustainable solutions.
• Develop dashboards, KPIs, and trend reporting to identify emerging risks and opportunities for improvement.
• Support responses to regulatory inquiries and agency complaints in partnership with internal stakeholders.
• Develop policies and standards for complaint management, escalation, documentation, and communication.
• Translate customer and caregiver feedback into actionable improvements across markets.
• Provide senior leadership with clear reporting, insights, trends, risks, and strategic recommendations.

What You'll Bring:

• A strong combination of customer advocacy, healthcare operations, compliance, and service recovery experience.
• Exceptional communication, conflict-resolution, and stakeholder-management skills.
• Ability to navigate sensitive and complex situations with empathy, professionalism, and sound judgment.
• Strong analytical mindset with experience using dashboards, KPIs, metrics, and trend analysis to drive decisions.
• Knowledge of healthcare regulatory requirements, including CMS Conditions of Participation and applicable state regulations.
• Proven ability to influence and collaborate across multiple departments and levels of leadership.
• Ability to turn individual concerns into broader insights and measurable organizational improvements.

Security Responsibilities
All employees must follow Help at Home cybersecurity and privacy policies, protect sensitive data, complete required training, and report suspected incidents. They must also follow acceptable use and access requirements and use only authorized systems.

Education and Experience:

• Bachelor’s degree required; master’s degree in Healthcare Administration, Nursing, Social Work, Business, or related field 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.
• Experience leading complaint management, escalations, service recovery, patient/customer advocacy, or caregiver experience programs.
• Experience working within a regulated, multi-site or multi-market healthcare organization preferred.