Director of Care Management & Client Experience - RN

HomeWell Care Services | Central Arkansas Full-Time | Senior Leadership Position

Help Us Build the Best Home Care Experience in Arkansas.

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.

What You'll Be Responsible For

1. Lead Our Care Coordination Department

You will take ownership of our care coordination operations, providing leadership, direction, training, and accountability to our team.

You will oversee our Medical Assistants, CNAs, PCAs, part-time RNs, and other care coordination personnel within their assigned roles.

Your responsibilities will include:

• Developing and improving care coordination processes.
• Establishing clear expectations and accountability.
• Training and mentoring team members.
• Reviewing client cases and ensuring appropriate follow-through.
• Improving documentation, communication, and consistency.
• Identifying problems before they become major issues.
• Building a positive, service-focused team culture.

We want someone who leads by example, earns the respect of their team, and genuinely enjoys helping others succeed.

2. Personally Oversee Our Top 20 Clients

You will personally manage approximately 20 of our highest-priority client relationships.

You will know their needs, families, physicians, payer requirements, authorized services, care plans, and any significant changes in their condition.

You will ensure these clients receive exceptional attention and that important information is communicated appropriately to everyone involved in their care.

You will also identify opportunities to improve their care experience and ensure they receive the services they need.

3. Strengthen Our Arkansas Medicaid & VA Relationships

We are especially interested in an RN who already understands 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 highly desirable.

We want someone who understands how to navigate these systems, resolve problems, follow up on authorizations, and advocate effectively for clients.

Experience with the following systems is strongly preferred:

• Arkansas Medicaid Atrezzo portal
• Arkansas Medicaid 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

You should be comfortable communicating directly with payer representatives, case managers, and government healthcare personnel to resolve issues and coordinate services.

4. Use Data to Improve Care and Drive Growth

We want someone who genuinely enjoys data.

You will help us use information from our client management systems to identify trends, solve problems, improve service delivery, and find opportunities for growth.

Examples include:

• Authorized hours compared with 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.

We want someone who can take a large amount of information, identify what matters, and turn it into clear action.

5. Lead Our GoHomeWell Program

You will help develop and oversee our GoHomeWell program, designed to support clients returning home from hospitals, rehabilitation facilities, and other healthcare settings.

Your focus will be helping clients transition home safely, identifying concerns early, communicating with appropriate healthcare professionals, and reducing avoidable disruptions that may contribute to hospital readmissions.

You will help create a consistent, proactive process for transitional care coordination.

6. Partner With Our Marketing & Business Development Team

You will work closely with our marketing team to strengthen relationships with physicians, hospitals, rehabilitation facilities, case managers, and referral partners.

You will help ensure our marketers have accurate, appropriate information about our clients, their healthcare providers, and significant care updates.

You will also learn and help utilize Trella Health to better understand:

• Hospital and physician data.
• Referral patterns.
• Healthcare market opportunities.
• Hospital discharge trends.
• Potential referral relationships.
• Opportunities to expand HomeWell's presence across Arkansas.

We want someone who understands that exceptional client care and responsible business growth go hand in hand.

7. Deliver an Exceptional Customer Experience

Customer service is not a secondary responsibility in this position. It is central to everything we do.

We want someone who genuinely enjoys people, builds trust quickly, and understands the importance of every interaction.

You will help ensure that clients and families feel heard, respected, informed, and cared for.

You must be comfortable handling difficult conversations, resolving concerns, and finding solutions while maintaining a positive and professional approach.

What We're Looking For

Required Qualifications

• Active, unrestricted Arkansas RN license or eligibility for Arkansas licensure.
• Significant nursing experience, preferably 10+ years.
• Demonstrated experience leading healthcare teams.
• Strong business and customer service skills.
• Exceptional organization and attention to detail.
• Strong written and verbal communication skills.
• Ability to explain complicated information in clear, simple language.
• Comfort working with spreadsheets, reports, and healthcare software.
• Experience improving processes and leading positive organizational change.
• Ability to independently manage competing priorities and follow through on commitments.

Highly Preferred Experience

• Home health, home care, or care management.
• Existing professional relationships within Arkansas Medicaid or VA healthcare systems.
• Atrezzo, MMIS, and HSRM.
• Medicaid