Director of Client Services

Director of Client Services

Schedule: Full-Time, Monday–Friday

Salary Range: $90,000-$110,000 Commission

Position Summary

The Director of Client Services is responsible for the strategic leadership, operational oversight, and overall performance of the Client Services department. This role oversees client intake, staffing coordination, scheduling, client success, and service access while ensuring efficient workflows, high-quality customer service, and alignment with organizational goals. The Director partners closely with clinical, operational, and administrative leaders to develop scalable systems, improve performance, and support the Company's continued growth.

This is a full-time, on-site position based at the STEPS Behavioral Health Administrative Office.

Essential Responsibilities

Department Leadership & Strategy

• Provide strategic leadership for the Client Services department and establish department goals aligned with organizational objectives.
• Develop and monitor department Key Performance Indicators (KPIs), ensuring accountability and continuous improvement.
• Evaluate department performance, identify operational trends, and implement strategies to improve efficiency and service delivery.
• Develop scalable processes, workflows, and team structures to support organizational growth.

Staffing & Client Services Operations

• Oversee staffing coordination, scheduling workflows, and staff utilization to support timely client services.
• Monitor staffing capacity and recommend strategies to maximize clinician utilization while meeting client needs.
• Ensure intake, staffing, and client success processes are standardized, efficient, and consistently followed.
• Partner with clinic leadership to streamline and improve clinic services operations and ensure centralized staffing supports local operational needs.

Process Improvement

• Identify workflow inefficiencies, operational bottlenecks, and service gaps, implementing solutions to improve performance.
• Oversee implementation of operational systems, dashboards, scheduling tools, and reporting processes.
• Develop and maintain standardized procedures that promote consistency across all service locations.

Cross-Functional Collaboration

• Collaborate with Clinical Leadership, Operations, Human Resources, Recruiting, Marketing, Billing, Authorizations, and Clinic Leadership to improve the overall client experience.
• Support organizational initiatives that improve communication, service coordination, and operational effectiveness.
• Serve as a resource for resolving complex client service and staffing issues.

Leadership & Team Development

• Provide coaching, mentorship, and performance management for managers, leads, and coordinators within the Client Services department.
• Establish clear expectations, accountability standards, and escalation procedures.
• Support succession planning and leadership development as the department grows.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Human Services, or a related field preferred.
• Minimum of five (5) years of leadership experience in healthcare operations, client services, ABA, behavioral health, patient services, care coordination, scheduling, or a related field.
• Experience managing teams, developing operational workflows, and driving process improvements.
• Strong knowledge of KPI development, performance management, reporting, and operational analytics.
• Experience with staffing coordination, scheduling, intake, utilization management, or client success preferred.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
• Proficiency with Microsoft Office, Google Workspace, scheduling software, CRM systems, and operational dashboards.
• Experience within ABA, behavioral health, or multi-site healthcare operations strongly preferred.

Knowledge, Skills & Abilities

• Strong operational leadership and strategic planning skills.
• Excellent analytical and systems-thinking abilities.
• Ability to interpret performance metrics and make data-driven decisions.
• Strong project management and workflow improvement experience.
• Excellent interpersonal and cross-functional collaboration skills.
• Strong conflict resolution and problem-solving abilities.
• Ability to coach, mentor, and develop leaders.
• Commitment to providing exceptional client and family experiences.

Success Measures

Success in this role will be measured by the ability to:

• Achieve departmental KPIs related to staffing, client onboarding, utilization, retention, growth, and client satisfaction.
• Maintain efficient staffing capacity planning that supports client access and organizational growth.
• Ensure intake, staffing, scheduling, and client success workflows are standardized and consistently followed.
• Build strong partnerships across Clinical, Operations, HR, Recruiting, Marketing, Billing, Authorizations, and Clinic Leadership.
• Develop scalable systems, dashboards, and operational processes that improve efficiency and decision-making.
• Foster a high-performing Client Services team through coaching, accountability, and leadership development.
• Continuously identify and implement process improvements that enhance operational effectiveness and the client experience.

Benefits

At STEPS Behavioral Health, we value our employees and are proud to offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Eligible employees may enjoy:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with a Generous Company Match
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Paid Federal Holidays
• Paid Time Off and Sick Leave (in accordance with Company policy)

Eligibility for benefits is subject to the terms of the applicable benefit plans and Company policies.