Director, Client Experience

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Key Responsibilities:

• Develop and refine a comprehensive client and family journey map from intake through discharge.
• Identify and define critical clinical and service touchpoints across the continuum of care.
• Establish client experience standards and clinical best practices for intake, care planning, service delivery, communication, reassessments, and discharge.
• Design, deliver, and continuously update training programs for intake advisors, client success managers, care managers, and other client-facing teams.
• Develop toolkits, scripts, training guides, and e-learning content emphasizing clinical quality, safety, communication, and client-centered care.
• Serve as a subject matter expert on the client journey from intake to discharge.
• In partnership from the Training & Talent Development team,  create training content for clinical and non-clinical staff to promote a holistic, client-first culture.
• Monitor client feedback, Net Promoter Scores (NPS), clinical quality indicators, and service quality assurance data to drive improvements.
• Collaborate cross-functionally with Intake, Business Development, Operations, and Quality teams to align processes with client experience and care standards.
• Identify and implement process improvements that optimize safety, efficiency, satisfaction, and outcomes across the client journey.
• Develop and maintain metrics and KPIs that assess the effectiveness of client experience and clinical training initiatives.
• Report on training impact, client satisfaction, care quality, and operational improvements to senior leadership.
• Utilize client journey data and clinical outcome insights to guide ongoing program enhancements.
• Partner with Clinical, Intake, Operations, and Marketing teams to ensure messaging and practices align with TheKey’s standard of excellence in care.
• Serve as a champion for embedding clinical expertise into all aspects of the client and family experience.
• In partnership with Consumer Marketing, represent the voice of the client and family in internal initiatives and strategic planning efforts.
• Other duties as assigned.

Qualifications:

• Bachelor’s Degree in Nursing, Social Work, Healthcare Administration, Human Services, or a related field required. Master’s degree preferred.
• Active clinical licensure or certification required (e.g., RN, LVN, LPN, LCSW, OT, PT, MSW, CSA).
• 5+ years of professional experience in healthcare, client services, or clinical training roles, with a focus on client experience, patient satisfaction, or service delivery excellence.
• Proven ability to design and execute training programs and process improvements in healthcare or personal care environments.
• Strong understanding of the client and family journey in home care, home health, hospice, senior care, or healthcare delivery.
• Exceptional communication, facilitation, coaching, and project management skills.
• Proficiency with CRM systems, learning management systems (LMS), client feedback tools (e.g., NPS platforms), and Microsoft Office Suite.
• Analytical skills to interpret client experience data and clinical quality trends for strategic improvements.

Preferred Skills and Qualifications:

• Experience designing or leading patient experience, client experience, or service quality programs in healthcare.
• Experience in home care, home health, hospice, or senior services.
• Certification in Client Experience Management, Process Improvement (Lean Six Sigma), or Change Management preferred.

Physical Requirements:

• Ability to travel approximately up to 20% of the time
• Ability to lift and carry up to 15-20 pounds
• Ability to sit, stand and walk for prolonged period of time throughout the work day
• Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

The information contained here is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Reasonable accommodations may be made to assist qualified disabled persons to perform the essential functions of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Benefits for full time employees

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance
   

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.

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