Director of Client Services and Environmental Safety

Job Summary

Reporting to the Chief Compliance and Operations Officer, the Director of Client Services and Environmental Safety oversees front desk operations, facility management, and the organization’s workplace safety program to ensure efficient, high-quality service delivery, a well-maintained physical environment, and implementation of emergency preparedness and safety programs. This role provides strategic leadership for client-facing administrative functions, facilities operations, and workplace safety, including developing and implementing process improvements, ensuring compliance with organizational standards, regulatory requirements, and operational best practices, and ensuring that identified KPIs are measured, monitored, and met.

Essential Responsibilities

Client Services Management

• Leads the Client Access strategic vision and ensures alignment with organizational goals while guiding supervisory staff through effective leadership, workforce planning, training, and talent development to maintain consistent leadership and operational excellence across all sites.
• Designs, optimizes, and continuously improves workflows, scheduling systems, EMR processes, and client communication tools to ensure efficiency, accuracy, and consistent use across the department.
• Oversees new client documentation, ensuring accurate, timely, and compliant entry and maintenance of client records and required forms within the EMR and related systems while providing direction, training, and quality support.
• Develops, tracks, and reports on departmental KPIs while using data analysis and regular audits to identify trends, mitigate risks, ensure accuracy and compliance, and drive informed decision-making and continuous improvement.
• Serves as the primary liaison with key departments—such as Finance, Clinical Services, IT, Facilities, and HR—while partnering with Finance to ensure accurate and timely fee/copay collection, payment reconciliation, and insurance processes, as applicable.

Environmental Safety

• Develops, implements, and oversees Josselyn’s workplace safety program—including safety policies, procedures, and workflows—in compliance with applicable regulations.
• Leads the Safety Committee and the annual safety training plan (including emergency preparedness) across all locations, aligning with applicable requirements (e.g., CARF, BALC, OSHA), and manages safety dashboards/work plans, presentations, and follow-through.
• Develops and implements emergency response plans, safety protocols, and regulatory readiness; maintains required documentation, policies, and logs; conducts routine inspections; and ensures timely corrective actions.
• Leads the strategic facilities plan and guides facilities staff through workforce planning, training, and talent development to ensure consistent, organization-aligned practices across all locations.
• Oversees daily, multi-site facility operations—including maintenance/repairs, custodial services, grounds, safety systems, security, emergency readiness, and office moves—ensuring safe, efficient, compliant buildings supported by preventive maintenance.
• Supports construction activities and vendor contract/relationship management (e.g., maintenance, janitorial, security, landscaping, and construction partners) to ensure quality, safety, and service expectations are met.
• Serves as the primary liaison between Facilities and internal departments

Qualifications

• Bachelor’s degree in a relevant healthcare field, or 8-10 years of increasing responsible operations or facilities leadership experience in lieu of a degree
• 5 years of experience in operations or facilities leadership, preferably in healthcare or human services
• Knowledge of healthcare compliance standards and operational best practices
• Proficiency with scheduling systems and experience with electronic medical record (EMR) platforms
• Strong track record of customer service for internal and external customers
• Proven ability to lead teams, manage budgets, and drive process improvements
• Excellent communication, organizational, and problem-solving skills