Director of Care Management & Client Experience - RN

About the role

HomeWell Care Services is looking for an exceptional Registered Nurse to lead our care coordination department and help us take our organization to the next level. We are a growing, locally owned non-medical home care company with franchise territory covering nearly the entire state of Arkansas. We are looking for someone who wants to do more than manage a department. We want a leader who is excited about building a company, developing people, improving systems, strengthening relationships, and creating an exceptional experience for every client and family we serve. This is not a traditional nursing position. It is a unique opportunity for an experienced RN who combines clinical knowledge with business sense, customer service, leadership, and a genuine love of data. The right person will be incredibly detail-oriented, organized, positive, and personable. They will be able to understand complicated healthcare systems and explain them in simple, everyday language that clients, families, caregivers, and office staff can understand. We want someone who has led teams, created meaningful improvements, and is ready to take the reins of our care coordination department.

Responsibilities

• Lead Our Care Coordination Department: take ownership of care coordination operations, providing leadership, direction, training, and accountability to the team; oversee Medical Assistants, CNAs, PCAs, part-time RNs, and other care coordination personnel; develop and improve care coordination processes; establish clear expectations and accountability; train and mentor team members; review client cases and ensure appropriate follow-through; improve documentation, communication, and consistency; identify problems before they become major issues; build a positive, service-focused team culture; lead by example, earn respect, and enjoy helping others succeed.
• Personally Oversee Our Top 20 Clients: personally manage approximately 20 highest-priority client relationships; know their needs, families, physicians, payer requirements, authorized services, care plans, and significant condition changes; ensure exceptional attention and appropriate communication; identify opportunities to improve care experience and ensure needed services.
• Strengthen Our Arkansas Medicaid & VA Relationships: understand Arkansas Medicaid and federal VA healthcare systems; existing professional relationships with Medicaid personnel, VA community care teams, case managers, care coordinators, or other government healthcare contacts are desirable; navigate systems, resolve problems, follow up on authorizations, and advocate effectively for clients; experience with Arkansas Medicaid Atrezzo portal, MMIS provider portal, VA HealthShare Referral Manager (HSRM), VA Community Care Network (CCN), Medicaid personal care and ARChoices programs, Managed Care Organizations (MCOs)/PASSE, payer authorizations, service extensions, and utilization management; comfortable communicating directly with payer representatives, case managers, and government healthcare personnel.
• Use Data to Improve Care and Drive Growth: enjoy data; use information from client management systems to identify trends, solve problems, improve service delivery, and find growth opportunities; examples include authorized hours vs. actual hours provided; clients whose needs may justify additional services; clients experiencing repeated missed shifts; changes in client condition or care needs; hospitalizations and emergency department visits; client retention and satisfaction; caregiver consistency; documentation and follow-up compliance; opportunities to improve service utilization; ability to take large amounts of information, identify what matters, and turn it into clear action.