Director of Client Experience

Team Builder Recruiting•Knoxville, PA

3d•$95,000 - $100,000

About The Position

The Director of Client Experience leads a care management team serving older adults and their families. This role champions compassionate, personalized care and client advocacy while helping shape client care and organizational growth. The Director oversees the client experience from initial conversations and care planning through ongoing services and follow-up, establishes clinical standards, mentors care management professionals, and contributes to leadership planning and strategic decisions. The role also involves developing and piloting care models, facilitating collaborative case discussions, and working with the software product team to ensure technology supports effective care management.

Requirements

At least 5 years of experience in care management, case management, or geriatric care.
Active RN license.
At least 2 years of experience leading or supervising a clinical team.
Strong clinical judgment and compassionate communication when supporting older adults, families, and individuals with complex care needs.
Comfort using technology, navigating evolving priorities, traveling locally, and meeting the physical demands of the role, including lifting up to 50 pounds.
Ability to lead with compassion, accountability, professionalism, and commitment to supporting clients, families, and team members.

Nice To Haves

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

Responsibilities

Lead and mentor a team of 10–12 care management professionals, providing guidance, development, and support.
Establish clinical standards for client assessments, individualized care plans, and clinical decision-making.
Oversee the client experience from the initial conversation and care planning through ongoing services and follow-up.
Promote a whole-person approach that addresses clients’ medical, emotional, social, and everyday needs.
Facilitate collaborative case discussions to help care managers navigate complex client situations and develop solutions.
Design and pilot care models responsive 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.