Director of Client Experience

Knoxville TN • Knoxville, TN

2d

About The Position

The Director of Client Experience leads a care management team and champions the needs of older adults and their families, putting compassion, clinical excellence, and client advocacy at the center of decisions. This role oversees the full client experience, from initial conversations and care planning through ongoing services and follow-up, and establishes clinical standards for assessments, individualized care plans, and clinical decision-making.

The Director mentors and develops 10–12 care management professionals, facilitates collaborative case discussions, and promotes whole-person care addressing medical, emotional, social, and everyday needs. The role also designs and pilots new care models, collaborates with the software product team to improve the use of technology in care management, and contributes to leadership planning, performance measures, and strategic decisions. The position is based in Knoxville, Tennessee, and involves local travel and physical demands including lifting up to 50 pounds.

Requirements

• Active registered nurse (RN) license.
• At least 5 years of experience in care management, case management, or geriatric care.
• At least 2 years of experience leading or supervising a clinical team.
• Ability to mentor and develop care management professionals.
• Strong clinical judgment and compassionate communication when supporting older adults, families, and people with complex care needs.
• Comfort using technology and navigating evolving priorities.
• Ability to travel locally and meet physical demands, including lifting up to 50 pounds.
• Compassion, accountability, professionalism, and commitment to supporting clients, families, and team members.

Nice To Haves

• Experience in home care or private care management.
• Certified Case Manager (CCM) certification.
• Aging Life Care Association membership.
• Experience or interest in program development, quality improvement, or designing new approaches to care.

Responsibilities

• Lead, mentor, and support a team of 10–12 care management professionals.
• Establish clinical standards for client assessments, individualized care plans, and clinical decision-making.
• Oversee the client experience from initial conversation and care planning through ongoing services and follow-up.
• Promote whole-person care addressing clients’ medical, emotional, social, and everyday needs.
• Facilitate collaborative case discussions to help care managers address complex client situations and develop solutions.
• Design and pilot innovative care models that respond to client needs, identifying potential challenges before implementation.
• Collaborate with the software product team to ensure technology supports effective care management and improves the client experience.
• Contribute to leadership planning, performance measures, and strategic decisions.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Paid holidays
• 401(k) plan with employer match
• Disability insurance
• Life insurance
• Free telehealth for employees and dependents
• Mileage reimbursement
• Company-provided laptop and cell phone
• Flexible scheduling

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed