Chief of Client Experience (Internal Applicants Only)
Overview
We are an agency committed to innovative behavioral health services in trauma-informed care that promote healing and recovery to instill a sense of empowerment and foster a lifelong sense of resilience.
Duties And Responsibilities
Ensures a high-performance environment across all client-facing departments through training, coaching, and implementation of performance metrics.
Develops, implements, and enhances non-clinical client experience services, including centralized call center operations.
Provides direct supervision to all call center staff; creates and updates policies and procedures and ensures effective communication with internal and external customers.
Implements client flow improvement practices, including call scripting, mystery call scheduling, quality audits, and performance reporting.
Evaluates and resolves client experience issues in real-time and provides data-driven recommendations to leadership.
Collaborates with clinical and administrative leaders to align EHR and technology-based initiatives with client experience strategies.
Serves as the agency's director of the Client Rights Officer, ensuring that all individuals served are informed of, and receive, their rights in accordance with state, federal, and contractual requirements.
Ensures that Client Rights Officer leads investigations and internal chart audit reviews to prevent and mitigate abuse, neglect, and exploitation across all service areas.
Oversees the complaint and grievance process, including intake, investigation, resolution, reporting, and communication by the Client Rights Officer with clients and families.
Serves as a point of contact for external entities including Texas DFPS, HHSC Ombudsman, and CMS Patient Rights and Appeals Division.
Coordinates and reports complaints, appeals, and incidents directly to the Chief Legal Officer.
Ensures that the Client Rights Officer expedites timely submission and process monitoring for HHSC Form LL monthly reporting, internal and state required incident reporting, incident tracking, and trend analysis conducted.
Ensures automated tracking, analysis, and reporting of complaints, grievances, and appeals; develops dashboards and performance metrics for leadership review.
Ensures Client Rights Officer facilitates corrective action planning with departments in response to complaint trends, audit findings, or regulatory feedback.
Oversee and guide Client Rights training initiatives related to client rights, including Prevention and Management of Aggressive Behavior (PMAB).
Directs and evaluates assigned staff, addressing employee concerns, providing coaching, completing evaluations, and ensuring accountability for service standards.
Collaborates with Quality Management, Legal, and Executive Leadership teams to align client experience and rights functions with organizational strategy.
Ensures all services are trauma-informed, person-centered, family-centered, culturally competent, and recovery-oriented.
Leads continuous improvement projects to enhance both client satisfaction and compliance with client rights regulations.
Performs other duties as assigned.
Minimum Education And Experience Requirements
Bachelor's degree required; Master's degree preferred in business, communications, public administration, behavioral health, or a related field.
Minimum of 5 years of progressively responsible experience in client services, quality assurance, or compliance within a healthcare or behavioral health setting.
At least 2 years of supervisory experience managing staff and programs.
Experience in call center operations, client advocacy, complaint resolution, and incident reporting strongly preferred.
Knowledge of state and federal client rights regulations, including HHSC and CMS requirements.
Experience with trauma-informed services; cognitive behavioral therapies, including Dialectical Behavioral Therapy (DBT); and motivational therapies including the use of incentives, preferred.
Required Knowledge And Abilities
Knowledge of trauma-informed theories, principles, and practices (includes multi-faceted understanding of concepts such as community trauma, intergenerational and historical trauma, parallel processes, and universal precautions), preferred.
Ability to lead multidisciplinary teams and foster a culture of accountability, respect, and empowerment.
Strong communication and negotiation skills, with ability to advocate for client rights while balancing organizational compliance.
Proficiency in Microsoft Office (Excel, Word, PowerPoint) and electronic health record platforms.
Ability to analyze data, identify trends, and develop improvement plans.
Read, write, and speak Spanish. (Preferred)
Physical Demands
Performs sedentary work that involves walking or standing some of the time and involves exerting up to 20 pounds of force on a regular and recurring basis or sustained keyboard operations.
Unavoidable Hazards (Work Environment)
Routine and frequent exposure to: Bright/dim light; Dusts and pollen.
Extreme heat and/or cold;
Wet or humid conditions.
Extreme noise levels, Animals/wildlife.
Vibration;
Fumes and/or noxious odors.
Traffic;
Moving machinery.
Electrical shock;
Heights.
Violence.
Other extreme hazards not listed above.
Special Certifications and Licenses
Must possess and maintain a valid state Driver's License with an acceptable driving record.
Must pass TB test, criminal background check, and drug screening.
Must be able to wear a ballistic vest and carry a flashlight when required (for client rights investigation duties).
Americans With Disabilities Act (ADA) Compliance
Emergence Health Network is an Equal Opportunity Employer. American with Disabilities Act requires Emergence Health Network to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.
Note
This Class Description does not constitute an employment agreement between the Emergence Health Network and an employee and is subject to change by the Emergence Health Network as its needs change.