Senior Director of Client Experience

The Guidance Center (TGC) is the Community Mental Health Center and Certified Behavioral Health Clinic serving Leavenworth, Atchison, and Jefferson counties in Kansas. We provide high-quality care to all individuals, regardless of their financial circumstances. Joining the team at TGC offers you the chance to make a meaningful impact on the most vulnerable members of our community. At our center, we offer a unique combination of counseling, case management, psychosocial, and medication services, all under one roof. We are deeply committed to our clients and are dedicated to implementing a comprehensive model of care.

The Guidance Center (TGC) is currently seeking a Senior Director of Client Experience to be the newest member of our innovative interdisciplinary team. The Senior Director of Client Experience is responsible for designing, implementing, and overseeing agency-wide systems that ensure every person seeking care with the agency has a seamless treatment experience from beginning to end. As a key leader in a Certified Community Behavioral Health Clinic (CCBHC), this role will develop and standardize processes related to client access, intake, care coordination, customer service, and complaint / issue resolution. The Director will build and lead a high-performing Client Experience Team that encompasses front-end operations and a care coordination team. This position ensures that access workflows support CCBHC requirements, maximize the use of the patient portal, improve data collection and reporting accuracy, and advance the organization's movement toward value-based, integrated care.

Pay and Benefits :

The opportunity to be part of a holistic and supportive team

Medical, Dental, Vision

KPERS Retirement System

Aflac, Life, Legal Shield, and ID Theft Insurance

Paid Time Off and 11 Paid Holidays

Flexible Schedules

Competitive salary of $110,000 to $115,000; depending upon qualifications.

Primary Duties :

1. Develops, implements, and refines client experience path workflows to improve service access, efficiency, and client experience.

2. Promotes a client-centered, trauma-informed, culturally responsive approach in all service delivery.

3. Applies strategic thinking to align daily operations with organizational priorities and outcomes.

4. Utilizes data and key metrics to guide decisions, identify trends, and drive performance to include but not limited to :

a. Time from first contact to scheduled intake

b. No-show rates

c. Client portal activation rate

d. Call response performance

5. Collaborates effectively across clinical, operational, administrative, IT, and Quality teams.

6. Guides staff through system changes and new expectations using structured change-management practices.

7. Integrate care coordination into population health initiatives, positioning Community Health Workers as key contributors to gap-closure and value-based care goals.

8. Establish strong alignment with IT / CIO and Quality to support workflows, data needs, access initiatives, and client experience improvements across systems.

9. Ensure trauma-informed and culturally responsive practices within all access, intake, and care coordination functions, reinforcing the role as the "front door" of behavioral health services.

10. Interview applicants / hire new staff. Facilitate onboarding and initial training which clearly meets the needs of new staff. Facilitates remediation training as indicated.

QUALIFICATIONS :

Required Qualifications

Bachelor's degree in healthcare administration, nursing, behavioral health, social work, business administration, public health, or related field.

Minimum of 5 years of progressively responsible experience in healthcare access, client experience, clinic operations, care coordination, call center management, or similar environments.

Demonstrated leadership experience supervising teams.

Knowledge of insurance verification, intake processes, and healthcare workflows.

Strong understanding of customer service standards and principles.

Excellent communication, organizational, and interpersonal skills.

Ability to analyze data, identify gaps, and implement improvements.

Preferred Qualifications

Master's degree in health administration, public health, social work, or related field.

Experience within a Certified Community Behavioral Health Clinic or a Federally Qualified Health Center.

Experience developing or overseeing care coordination or population health efforts.

Familiarity with value-based payment models and social drivers of health.

Experience with electronic health records and patient portals.

Bilingual abilities.

We are an equal opportunity employer and prohibit discrimination / harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.