Director of Client Experience

The Director of Client Experience is a senior leadership role responsible for providing operational oversight of the Behavioral Health Technician (BHT) department and leading initiatives to improve client satisfaction. This role involves analyzing client feedback and outcomes, implementing new systems and programs to elevate the client experience, and managing direct care staff (BHTs) to ensure a compassionate, client-centered environment. The director will be responsible for fostering collaboration across all direct care departments and promoting optimal interdepartmental communication. Responsibilities will include ensuring timely implementation, reporting, documentation, and communication of all functions related to the BHT department, ensuring safety, compliance, and quality assurance standards.

Essential Duties:

• Directing the BHT department operations to include training, continuous performance improvement, and programs/services that meet the standards established by Plum Creek Recovery Ranch and Joint Commission.

• Ensuring an attractive, therapeutic, safe, and healthful environment for clients/employees

• Work with interdisciplinary teams, including doctors, nurses, therapists, care coordinators and leadership staff, to ensure patient needs are met and to improve care delivery. 

Oversee day-to-day facility operations, ensuring smooth coordination between clinical, administrative, and support services.

• Lead, mentor, and evaluate department directors and operational staff, fostering a culture of accountability, teamwork, and continuous improvement.

• Ensure appropriate staffing levels, training programs, and professional development opportunities to maintain service excellence.

• Track key performance indicators (KPIs) related to patient satisfaction and outcomes, and report on progress to leadership. 

• Oversee quality improvement programs to monitor patient satisfaction, treatment outcomes, and operational performance.

• Design and launch patient-focused programs and initiatives to support a positive experience and promote recovery.

• Train and coach staff on best practices for patient interaction, communication, and customer service skills. 

• Act as a liaison between patients and the organization, helping to resolve concerns and address issues related to care in a sensitive and professional manner. 

• Strengthen relationships with referral sources, regulatory agencies, and other key stakeholders.

Knowledge Skills and Abilities:

Education & Experience

• Bachelor’s degree in healthcare administration, business administration, or related field required; Industry experience may be substituted for degree.

• Minimum of 7 years in healthcare operations, with at least 5 years in a behavioral health or SUD treatment setting.

• Strong track record of operational success, compliance management, and team leadership.

Skills & Competencies

• Exceptional interpersonal, verbal, and written communication skills to build relationships with patients, staff, and leadership.

• Deep understanding of healthcare regulations, licensing, and accreditation processes (e.g., Joint Commission, CARF).

• Strong analytical and problem-solving skills to address patient concerns and improve processes.

• Excellent interpersonal and communication skills, with the ability to work effectively across all levels of the organization.

• Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word and Excel and the ability to type a minimum of 30 words per minute.

Physical Requirements/Environmental Conditions

Perform the following with or without reasonable accommodations:

·         Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips. 

·         Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly.

·         Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound.

·         Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects. 

·         Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze.

·         Must be able to work and concentrate amidst distractions such as noise, conversation, and foot traffic; ability to handle interruptions often and be able to move from one task to another

·         While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside.

Full-time employees only are eligible on the 1st day of the month following 30 days of employment​

Medical/ Dental/ Vision           

Life Insurance/ AD&O            

Short and Long-term Disability  

401(k} Retirement plan

Generous PTO offering