Client Experience Manager

Company Summary

If you are searching for a fulfilling place to develop your career and an opportunity to make a difference in helping others, then keep reading on. Here at AAC, we have a progressive culture; we listen to your ideas, value a work/life balance, invest in education, and we foster trust and respect for all individuals. Our exceptional comp and strong benefits include company matching 401K, medical, dental, vision and life insurance. We are looking for our future leaders, who are not only going to fill the qualifications for this job description, but who are going to exceed expectations. Be a part of a team whose mission is to provide quality, compassionate, and innovative care to adults struggling with addiction and co-occurring mental health disorders. Our purpose and passion are to empower patients, their families, and our communities by helping individuals achieve recovery and optimal wellness of the mind, body, and spirit.

Job Summary
The Client Experience Manager plays a pivotal role in driving an exceptional, client-centered experience across all touchpoints of the facility. This position leads efforts to measure, enhance, and advocate for the client journey by managing key operational processes, supporting cross-functional initiatives, and partnering with leadership to implement sustainable improvements. While this role does not include direct staff management, it requires strong leadership, communication, and problem-solving skills to influence positive outcomes and champion best practices across the facility.

Duties and Responsibilities:

To perform this job successfully, an individual mut be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the point person for all client experience matters, promoting a supportive and compassionate environment from admission through discharge.
• Actively participate in AMA (Against Medical Advice) blocking and intervention efforts by engaging clients with empathy and professionalism to understand their concerns, reinforce treatment goals, and escalate appropriately to clinical or leadership staff when needed.
• Support and refine processes related to assessing, measuring, and communicating client experience metrics and insights.
• Oversee the intake, documentation, and resolution routing of formal complaints, ensuring timely follow-through and alignment with AAC policies and client rights.
• Act as a coach and advocate for client experience improvements by applying proven quality and service excellence strategies; collaborate with staff and providers to implement sustainable change.
• Conduct scheduled follow-ups with discharged clients to gather outcome data, contributing to performance benchmarking and program evaluation.
• Work closely with the leadership team to identify and apply client experience best practices, aligning efforts with broader organizational goals.
• Maintain accurate audit records, logs, and reports related to client experience and service delivery.
• Other tasks as assigned

Education/Experience:

• High School Diploma required, Bachelor's Degree preferred.
• Two years of experience in a behavioral health, healthcare, or client service setting; substance use treatment experience strongly preferred.
• Strong interpersonal and communication skills with a trauma-informed, empathetic approach.
• Ability to manage sensitive information with discretion and professionalism.
• Detail-oriented, organized, and capable of managing multiple priorities independently.
• Familiarity with client satisfaction tools, outcome measurement, or quality improvement methodologies is a plus.
• Ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar. Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; and participates in meetings.

Physical Requirements

AAC is committed to principles of equal opportunities for all employees.  The Company will provide reasonable accommodations that are necessary to comply with State and Federal disability discrimination laws

• Prolonged sitting at a desk
• Must be able to lift 15 pounds at a time

American Addiction Centers is an equal opportunity employer.  American Addiction Centers prohibits employment practices that discriminate against individuals or groups of employees on the basis of age, color disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.