Director of Client Experience

Care Around the Block - Knoxville TN • Knoxville, TN

3d

About The Position

The Director of Client Experience leads a care management team and oversees client care from the initial conversation and care planning through ongoing services and follow-up. The role champions compassionate, personalized, whole-person care and client advocacy for older adults and their families, while maintaining clinical excellence and sound decision-making.

The Director mentors and develops 10–12 care management professionals, establishes clinical standards, facilitates collaborative case discussions, and helps design and pilot care models in response to client needs. The role collaborates with the software product team to ensure technology supports effective care management and contributes to leadership planning, performance measures, and strategic decisions that shape organizational growth. The position is based in Knoxville, Tennessee, and involves local travel and physical demands including lifting up to 50 pounds.

Requirements

• Active 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 individuals 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 fellow 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, mentor, develop, 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 the initial conversation and care planning through ongoing services and follow-up.
• Champion whole-person care addressing clients’ medical, emotional, social, and everyday needs.
• Facilitate collaborative case discussions to support care managers handling complex client situations.
• 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