We are seeking a forward-thinking Director of Site Visitor Engagement to help shape the next chapter of our employee experience across a nationwide network of dedicated Site Visitors (surveyors). This is a high-impact leadership role for someone who excels at supporting culture, strengthening organizational alignment, and designing strategies that make employees feel connected, valued, and inspired in their work. At CHAP, we pride ourselves on being a mission-driven organization where passionate professionals come together to make a difference. The Director of Site Visitor Engagement will play a key role in advancing a workplace where every voice matters and every employee has the support they need to thrive.
Position Summary:
The Director of Site Visitor Engagement leads the recruitment, onboarding, development, and retention of CHAP’s nationwide team of site visitors. This role ensures site visitors are well-trained, engaged, and supported to deliver high-quality accreditation surveys (site visits) that uphold CHAP’s standards and mission. The Director of Site Visitor Engagement serves as a strategic partner in shaping policies, tools, and processes that enhance accuracy, compliance, and employee experience. Responsibilities also include ensuring site visitors represent CHAP in a professional manner, demonstrate accountability, and adherence to state and federal law and regulation in a manner that underscores CHAP’s mission and goals as the preferred accreditor of home and community-based providers.
Principal Functions:
Recruitment & Retention (25%):
- Primarily responsible for the oversight, supervision, accountability, and evaluation of professional clinicians that work remotely across the country.
- Identify, recruit, and retain qualified clinicians to serve as site visitors in conjunction with the VP Accreditation and Human Resources team.
- Develop and implement strategies to maintain engagement and reduce turnover.
- Collaborates with CHAP’s Senior Leadership Team to project and prepare for site visit demand.
Onboarding & Training (10%):
- Oversee orientation, preceptor, onboarding programs and remediation of site visitors.
- Assess training needs and implement targeted education to address site visitor knowledge gaps and opportunities for site visitor growth.
- Ensure site visitors are proficient in CHAP standards, survey methodology, and documentation requirements.
Performance Management (35%):
- Supervise and evaluate site visitors, providing feedback and performance management accountability as needed for continuous improvement.
- Responsible for ensuring site visitor follow up and accountability related to customer and/or accreditation team concerns. This includes but is not limited to progressive disciplinary action in accordance with CHAP policies.
- Ensures availability of timely response to site visitor concerns after hours and on weekends as needed in conjunction with the Senior Scheduling Manager, Manager of Site Visitor Engagement and Directors of Accreditation to address travel and site visitor questions in a timely manner.
- Conducts on-site supervisory/observation of site visitors as needed and determined by the VP Accreditation and Accreditation team.
- Monitor survey quality and compliance with regulatory requirements based on Accreditation team review and feedback.
Engagement & Communication (20%):
- In conjunction with the Manager of Site Visitor Engagement, serve as liaison for site visitors as it relates to performance and remediation based on Accreditation team input, fostering open communication and collaboration between Directors of Accreditation and Senior Accreditation Managers.
- Implement recognition programs and engagement initiatives to strengthen site visitor and Accreditation team collaborative relationships.
Policy & Process Development; Regulatory Compliance (10%):
- Collaborate with VP Accreditation, Accreditation team, Quality team and other stakeholders to refine tools, policies, and procedures to assure the organization remains current with state, federal and accreditation industry standards of practice.
- Contribute to strategic initiatives that enhance accreditation processes and site visitor/customer experience.
- Participates with the Quality and Compliance team and VP Accreditation in the analysis of customer satisfaction. Addresses negative customer feedback and is responsible for ensuring accountability and performance management of site visitors.
- Collaborates with the Accreditation team other departments to ensure regulatory compliance is maintained within site visitor documentation.
- Participates in department and organization-wide performance improvement.
- Performs other duties related to the safe and efficient operation of the organization.
Qualifications
Education
- Current unencumbered Registered Nurse license required.
- Bachelor’s degree in nursing or health-related field required.
- Master’s degree in nursing or health-related field preferred.
Experience
- Experience as a CHAP site visitor or surveyor strongly preferred.
- Minimum of 8 years’ experience in clinical management/leadership with direct supervisory experience in Medicare- certified home health or hospice agency. agencies, hospices and/or other community-based healthcare services delivery.
- Experience in quality, staff education, program development recommended.
- Proven leadership effectiveness, change management, team building and team management skills.
Skills and Competencies
- Strong knowledge of Medicare Conditions of Participation for home health and/or hospice regulatory requirements, CHAP standards and accreditation processes.
- Excellent communication, collaboration, coaching, and relationship-building skills.
- Ability to efficiently analyze data and implement process improvements.
- Proficiency in virtual collaboration tools and remote workforce management.
- Effective critical thinking and problem-solving skills using solid judgment and flexibility.
- Ability to organize and manage multiple priorities in a fast-paced team environment.
- Experience developing and managing plans and implementing goals in an organized fashion.
Physical Requirements:
This position involves full-time work, primarily remotely. Due to the nature of this job, lifting of materials and equipment of up to 50 pounds is required. Extended periods of sitting/standing are required.
Some travel may be required. Speaking in fluent English is required as are excellent writing skills for written correspondence. The candidate must be able to hear, see and comprehend written documents to effectively perform this job. Extensive work on a PC and telephone, at a desk, is required.
The physical demands and work environment that have been described is representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.