Director of Client Care and Clinical Excellence

Job Description

Job Description

Description:

ABOUT INNERCORE HEALTH  

Innercore Health is an entrepreneurial company that utilizes proven regenerative brain health technology with a mission to improve the health and wellness of millions of people. We are committed to helping people unlock greater resilience, optimize performance, and improve overall well-being through solutions grounded in science and backed by 14 research studies conducted at the Wake Forest University School of Medicine over the past decade. This purpose-driven team is looking to make life-changing impacts every day. This includes an intentional focus on first responders, military service members, athletes, students, and individuals seeking meaningful stress resilience, sleep quality, and performance improvement. 

POSITION SUMMARY  

The Client Care Excellence Leader is responsible for leading the training, development, and supervision of Neurotechnologists across all Innercore Health locations. This position establishes and maintains consistent clinical and operational protocols, ensuring every client receives concierge-level experience while upholding the highest standards of professionalism, safety, and service. 

This individual develops standardized onboarding and continuing education programs, coaches Neurotechnologists in best practices and documents in the knowledge base, and monitors adherence to established protocols and quality standards. Working closely with leadership, the Director of Client Care and Clinical Excellence identifies opportunities to improve training, client satisfaction, operational consistency, and overall clinical excellence. 

The ideal candidate will become a highly skilled Neurotechnologist with strong leadership, communication, and coaching abilities who is passionate about developing others, fostering accountability, and creating exceptional client experiences.

Requirements:

KEY RESPONSIBILITIES

1. Lead the onboarding, training, and ongoing professional development of Neurotechnologists across all Innercore Health locations.
2. Develop, implement, and continuously improve standardized training programs, competency assessments, and continuing education initiatives.
3. Establish and maintain clinical and operational protocols to ensure consistency, quality, and adherence to company standards.
4. Supervise, mentor, coach, and evaluate Neurotechnologists while fostering a culture of accountability, collaboration, and continuous improvement.
5. Ensure every client receives a concierge-level experience by establishing expectations for communication, professionalism, hospitality, and personalized service.
6. Observe Neurotechnologists during client sessions, provide constructive feedback, and implement coaching plans to improve performance.
7. Maintain quality assurance processes through regular audits, observations, and protocol reviews to ensure consistency across all locations.
8. Collaborate with leadership to develop and refine client care standards, workflow processes, and best operational practices.
9. Support the launch of new locations by assisting with hiring, onboarding, training, and operational readiness.
10. Serve as the clinical and operational resource for Neurotechnologists, providing guidance on procedures, troubleshooting, and best practices.
11. Assist in developing educational materials, training manuals, standard operating procedures, and instructional resources.
12. Monitor client feedback and satisfaction metrics and implement improvements to enhance the overall client experience.
13. Maintain accurate training records, competency documentation, and compliance with company policies and regulatory requirements.
14. Foster a positive, mission-driven culture focused on excellence, teamwork, compassion, and lifelong learning.
15. Perform other related duties incidental to the work described herein.

REQUIRED QUALIFICATIONS

• Experience as a Neurotechnologist or in a related client care or healthcare role.
• Innovative thinker who thrives in thinking outside of the box, has a passion for others, and has the energy to work in a fast-paced entrepreneurial environment.
• Previous experience training, mentoring, coaching, or supervising staff.
• Strong understanding of Cereset treatment protocols, and/or client care best practices.
• Exceptional interpersonal, communication, and presentation skills.
• Demonstrated ability to develop training materials and educate adult learners.
• Strong organizational, leadership, and problem-solving skills.
• Ability to evaluate performance, provide constructive feedback, and support employee development.
• Ability to maintain professionalism, confidentiality, and sound judgment.
• Willingness to travel between locations as needed for training and supervision.

COMPETENCIES AND ATTRIBUTES

• Leadership and coaching
• Clinical excellence
• Exceptional customer service
• Strong communication and presentation skills
• Relationship builder
• Emotional intelligence
• Attention to detail
• Organizational and time-management skills
• Accountability and integrity
• Adaptability and resourcefulness
• Collaborative mindset
• Continuous improvement orientation

EDUCATION AND EXPERIENCE

Bachelor's degree in nursing, healthcare, education, psychology, neuroscience, business, or a related field preferred. Equivalent experience will be considered.

Five to ten years of experience in a related healthcare or wellness environment is preferred. Previous experience training, supervising, or developing employees is highly desirable. Experience with adult learning principles, coaching, hospitality, or concierge-level client service is strongly preferred.

LICENSURE, CERTIFICATION, AND/OR REGISTRATION

Successful completion of all required Innercore Health Neurotechnology training and certification requirements. Additional training will be provided through online modules and on-the-job instruction.

WORK ENVIRONMENT AND SCHEDULE

• Primarily onsite with regular travel between Innercore Health locations.
• Frequent interaction with clients, Neurotechnologists, and leadership team members.
• Standard business hours with flexibility to support training schedules, new location openings, and operational needs.
• Full-time exempt position.

COMPENSATION AND BENEFITS

• Competitive salary commensurate with experience.
• Eligible for company benefits in accordance with company policy.
• Teammates are encouraged to experience the technology and are offered a limited number of sessions free of charge.