Director of Client Relations

The Director of Client Relations will manage our talented team of Client Care Coordinators, who support our Audiology and Speech‑Language Pathology clients and the professionals who provide them direct care. The team is responsible for welcoming the community to our offices, receiving calls and web inquiries, scheduling clients, and ensuring that clients’ insurance benefits are appropriately billed for the care that is provided. The Director of this team serves as a key liaison between clients, clinical teams, and administrative departments, ensuring that every aspect of the client journey—from initial contact to billing—is handled with empathy, efficiency, and excellence.

Most of our clients experience communication disorders, including hearing loss and speech/language challenges, and may come from underserved communities or have a history of trauma. Our client relations team ensures that our clients receive compassionate care from the start of their journey with Cleveland Hearing and Speech Center.

This role requires experience in structuring, managing, and leading diverse teams. Specifically, the Director of Client Relations establishes goals and oversees the work of the team across four locations, balancing both in‑person and phone‑based service delivery, and supporting internal teams such as clinical directors and finance.

Ideally, the right candidate would have experience working in the healthcare space, but would also have expertise in business management, hospitality, and/or insurance.

Salary Range: $75,000-$82,000 annually

Major Duties and Expectations

• Build and retain the Client Care Coordinator Team, through the entire lifecycle of employment
• Recruit, train, mentor and support a diverse team of Client Care Coordinators
• Foster a culture of respect, inclusion, and collaboration, where every team member feels valued and empowered.
• Build a strong sense of team identity through regular communication, recognition, and shared goals.
• Complete annual goal setting and continuous performance reviews of Client Care Coordinators.
• Develop or utilize a working knowledge of health insurance systems, including Medicaid, Medicare, commercial insurance, and public assistance programs and provide guidance and support to team as they navigate these systems.
• Resolve escalated client concerns with professionalism, empathy, and urgency.
• Use data‑driven strategy to ensure every aspect of department operations support the evolving needs of our clients and the Agency.
• Administer clinical software program (CounselEar) and provide training to other team members.
• Design and implement staffing models to support both in‑person, online and remote (phone‑based) client service across four locations.
• Analyze service demand patterns and optimize team deployment to ensure consistent coverage and responsiveness.
• Leverage technology and workflow tools to enhance coordination and efficiency across sites.
• Design and implement service protocols that prioritize comfort, clarity, and responsiveness.
• Monitor client satisfaction metrics and lead continuous improvement initiatives.
• Serve as member of the Clinical Services, Agency Administrative and Team Leads groups.
• Share knowledge and information from Client Relations.
• Disseminate knowledge gained from these meetings to CCC Team.
• Contribute to strategy to build a sustainable agency with great client care.
• Collaborate with members of the Finance Department to ensure billing and insurance processes are compliant.
• Completes other administrative duties, as assigned by supervisor.

Education/Experience/Skills

• A bachelor’s degree in business administration or healthcare management or its equivalent in experience is required.
• 5-10 years administrative, secretarial and/or office experience is required; experience with contract management is preferred.
• Excellent customer relations with the ability to communicate effectively, verbally and in writing, with patients, families, physicians, professional and non‑professional staff is preferred.
• Experience managing employees across multiple locations preferred.