Client Experience Manager

: Overview: Company Summary If you are searching for a fulfilling place to develop your career and an opportunity to make a difference in helping others, then keep reading on. Here at AAC, we have a progressive culture; we listen to your ideas, value a work/life balance, invest in education, and we foster trust and respect for all individuals. Our exceptional comp and strong benefits include company matching 401K, medical, dental, vision and life insurance. We are looking for our future leaders, who are not only going to fill the qualifications for this , but who are going to exceed expectations. Be a part of a team whose mission is to provide quality, compassionate, and innovative care to adults struggling with addiction and co-occurring mental health disorders. Our purpose and passion are to empower patients, their families, and our communities by helping individuals achieve recovery and optimal wellness of the mind, body, and spirit. Responsibilities: Duties and Responsibilities: To perform this job successfully, an individual mut be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensures client care interventions meet the personal, physical, and cognitive needs of each client to maximize care and client capacity, identity, independence, choice, and opportunity for social interactions
• Manages the client experience and hospitality services to ensure quality care and services to all clients by evaluating the therapeutic milieu and overseeing initiatives to ensure client satisfaction and experience
• Supervises sponsorship, orientation, peer leader, and Alumni programs
• Supervises on-site, off-site, and virtual client recreational and alumni activities
• Identifies and drives client experience project concerns to resolution by developing recommended client experience intervention and escalating unresolved items to the leadership team in a timely manner
• Manages both individual and integrated client experience projects of high impact and high priority to the facility. Engages with project stakeholders to oversee cross-functional dependencies
• Mitigate risks in the clinical environment while providing oversight for project and environmental issues
• Evaluates and monitors process improvement projects to ensure that strategic priorities are met and are aligned with goals and objectives of the organization.
• Communicates appropriate corrective measures and disseminates client experience project information to team members and stakeholders in a concise, accurate, and professional manner
• Drives initiation for projects of medium complexity by assigning delivery of resources
• Supervises, plans, manages, and monitors multiple cross functional client experience projects through implementation including scope, changes, risk, and quality
• Acts as primary contact to establish key stakeholder requirements and project objectives in areas of client experience
• Conducts daily positive experience reviews, addressing client needs and concerns to ensure positive client experience
• Manages monthly key performance indicators as it relates to online reviews, and implement new environmental strategies to improve the overall review ratings of facility
• Tracks trends in client engagement behaviors, present findings to leadership, and respond to client compliant inquiries within a reasonable standard
• Monitors client outcomes ensuring compliance with community and state regulations
• Monitor and manage therapeutic milieu by handling client needs and concerns
• Supports and practices the philosophy, objectives, and standards of clinical department to ensure quality care to all clients
• Attends community marketing and educational events
• Other tasks as assigned

Qualifications: Education/Experience:

• High School Diploma required; Bachelor's Degree preferred.
• Strong product knowledge and understanding of the RECOVERY call flow process
• Knowledge of addiction and drug treatment preferred.
• Ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar. Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; and participates in meetings.
• Excellent computer-based and telephonic skills.
• Exceptional and demonstrable customer service skills.
• Ability to strategize, persuade and negotiate.
• Strong goal setting skills and goal achievement history.
• Ability to multi-task and successfully prioritize workload.
• Excellent problem solving and decision-making skills.
• Willingness and ability to work in a fast-paced working environment over an extended period.
• Working knowledge of Microsoft Word, Excel, and Outlook.

Physical Requirements AAC is committed to principles of equal opportunities for all employees. The Company will provide reasonable accommodations that are necessary to comply with State and Federal disability discrimination laws

• Prolonged sitting at a desk
• Must be able to lift 15 pounds at a time

American Addiction Centers is an equal opportunity employer. American Addiction Centers prohibits employment practices that discriminate against individuals or groups of employees on the basis of age, color disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.