Client Experience Manager
- 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
- 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.
- Prolonged sitting at a desk
- Must be able to lift 15 pounds at a time
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