Director of Care Management & Client Experience - RN

HomeWell Care Services AR174•Conway, AR

4d•Hybrid

About The Position

HomeWell Care Services is seeking an exceptional Registered Nurse to lead its care coordination department and contribute to the growth of a locally owned non-medical home care company with franchise territory covering nearly the entire state of Arkansas. This role is ideal for a leader who is passionate about building a company, developing people, improving systems, strengthening relationships, and creating an exceptional experience for clients and families. This is not a traditional nursing position, but a unique opportunity for an experienced RN with clinical knowledge, business acumen, customer service skills, leadership experience, and a love for data. The ideal candidate is detail-oriented, organized, positive, personable, and capable of explaining complex healthcare systems in simple terms. Experience leading teams, implementing improvements, and managing a care coordination department is essential.

Requirements

Active, unrestricted Arkansas RN license or eligibility for Arkansas licensure.
Significant nursing experience, preferably 10+ years.
Demonstrated experience leading healthcare teams.
Strong business and customer service skills.
Exceptional organization and attention to detail.
Strong written and verbal communication skills.
Ability to explain complicated information in clear, simple language.
Comfort working with spreadsheets, reports, and healthcare software.
Experience improving processes and leading positive organizational change.
Ability to independently manage competing priorities and follow through on commitments.

Nice To Haves

Home health, home care, or care management experience.
Existing professional relationships within Arkansas Medicaid or VA healthcare systems.
Experience with Atrezzo, MMIS, and HSRM.
Experience with Medicaid personal care, ARChoices, and VA Community Care.
Experience with Managed care and payer utilization management.
Supervising multidisciplinary healthcare teams.
Developing care coordination programs.
Healthcare analytics and reporting.
Hospital discharge planning or readmission-reduction programs.
Experience with Trella Health or similar healthcare analytics platforms.

Responsibilities

Lead the Care Coordination Department, providing leadership, direction, training, and accountability to Medical Assistants, CNAs, PCAs, part-time RNs, and other care coordination personnel.
Develop and improve care coordination processes, establish clear expectations, and foster accountability.
Train and mentor team members, review client cases, and ensure appropriate follow-through.
Improve documentation, communication, and consistency within the department.
Identify and address potential problems proactively.
Build a positive, service-focused team culture.
Personally manage approximately 20 high-priority client relationships, understanding their needs, families, physicians, payer requirements, authorized services, care plans, and condition changes.
Ensure exceptional attention for top clients and appropriate communication among all involved parties.
Identify opportunities to enhance care experiences and ensure clients receive necessary services.
Strengthen Arkansas Medicaid and VA relationships, leveraging existing professional contacts.
Navigate Medicaid and VA systems, resolve problems, follow up on authorizations, and advocate for clients.
Utilize client management systems to analyze data, identify trends, solve problems, improve service delivery, and find growth opportunities (e.g., authorized vs. actual hours, client needs, missed shifts, condition changes, hospitalizations, client retention, caregiver consistency, documentation compliance).
Develop and oversee the GoHomeWell program to support clients transitioning home from healthcare settings, ensuring safe transitions, early concern identification, communication with healthcare professionals, and reduction of hospital readmissions.
Partner with the marketing and business development team to strengthen relationships with physicians, hospitals, rehabilitation facilities, case managers, and referral partners.
Ensure marketers have accurate client and provider information and assist in utilizing Trella Health for market insights.
Deliver an exceptional customer experience by ensuring clients and families feel heard, respected, informed, and cared for.
Handle difficult conversations, resolve concerns, and find solutions with a positive and professional approach.