Director of Care Management & Client Experience - RN
About The Position
HomeWell Care Services is seeking an exceptional Registered Nurse to lead its care coordination department and elevate the organization's services in Central Arkansas. This is a senior leadership role within a growing, locally owned non-medical home care company. The ideal candidate will be a leader passionate about building the company, developing people, improving systems, strengthening relationships, and creating an exceptional experience for clients and families. This role requires a blend of clinical knowledge, business acumen, customer service skills, leadership experience, and a strong affinity for data analysis. The position demands a detail-oriented, organized, positive, and personable individual capable of navigating complex healthcare systems and communicating them clearly to diverse stakeholders. The role involves leading teams, driving improvements, and taking ownership of the care coordination department.
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 the team, including Medical Assistants, CNAs, PCAs, and part-time RNs.
- Oversee and improve care coordination processes, establish clear expectations, train and mentor team members, review client cases, and ensure appropriate follow-through.
- Improve documentation, communication, and consistency within the care coordination team, and proactively identify and address potential issues.
- Build a positive, service-focused team culture, leading by example and fostering team member success.
- 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 to top clients, appropriate communication, and identification of opportunities to improve their care experience.
- Strengthen relationships with Arkansas Medicaid and VA healthcare systems, leveraging existing professional contacts.
- Navigate these systems, resolve problems, follow up on authorizations, and advocate for clients.
- Use data from client management systems to 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 and reducing readmissions.
- Partner with the marketing and business development team to strengthen relationships with referral partners and utilize tools like Trella Health for market insights.
- Deliver an exceptional customer experience by building trust, ensuring clients and families feel heard and cared for, handling difficult conversations, and resolving concerns positively.
- Ensure marketers have accurate client and provider information and understand healthcare market opportunities.
Benefits
- 90k-100k per year compensation
- Competitive compensation based on experience, qualifications, and leadership background
- Performance-based incentive opportunities (potential in the future)
- Healthcare
- PTO
- Company Vehicle
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What This Job Offers
Job Type
Full-time
Career Level
Senior
