Director of Client Experience

Team Builder Recruiting • Knoxville, TN

3d

About The Position

The Director of Client Experience leads a care management team and oversees the client experience for older adults and their families. The role establishes clinical standards for assessments, individualized care plans, and clinical decision-making, and guides services from initial conversations and care planning through ongoing care and follow-up. It promotes whole-person support addressing medical, emotional, social, and everyday needs.

The Director mentors 10–12 care management professionals, facilitates collaborative discussions about complex cases, and designs and pilots care models responsive to client needs. The role collaborates with the software product team to improve technology-enabled care management and contributes to leadership planning, performance measures, and strategic decisions. The position is based in Knoxville, Tennessee, and includes local travel and physical demands, including lifting up to 50 pounds as required.

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 and navigating evolving priorities.
• Ability to travel locally.
• Ability to meet the physical demands of the role, including lifting up to 50 pounds as required.
• 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, mentor, and develop 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 conversations 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 with complex client situations and solutions.
• Design and pilot innovative care models, 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