Client Experience Administrator

The Client Experience Administrator (CEA) coordinates the daily activities, reporting, and follow-through that improve the experience of Nascentia Health’s clients, members, patients, residents, caregivers, providers, and community partners. The role organizes meetings, maintains CRM records and change requests, manages routine dashboard reporting, responds to inquiries, and tracks concerns and improvement initiatives through completion. Onsite Role | Monday–Friday, 8:00 AM–4:30 PM

Working across the Managed Long-Term Care (MLTC) Plan, Medicare Insurance Plans, Certified Home Health Agency (CHHA), Licensed Home Care Services Agency (LHCSA), and housing services, the Administrator turns CXO priorities into organized work plans and actionable information. The position exercises judgment within established procedures, recommends improvements, and brings unresolved barriers to the CXO. Enterprise strategy and standards remain with the CXO; operational and clinical decisions remain with the responsible leaders.

Performance Responsibilities and Standards:

Meeting and Initiative Coordination

• Coordinate the Experience Leadership Team and related meetings, including scheduling, agendas, materials, attendance, and meeting logistics.
• Prepare accurate minutes documenting decisions, requested changes, action items, responsible parties, and due dates; distribute materials and maintain organized records.
• Maintain project trackers and follow up with internal and external participants on commitments, dependencies, and outstanding tasks. Flag delays or decisions requiring CXO attention.
• Prepare progress summaries and coordinate assigned experience initiatives from planning through completion, keeping work aligned with CXO priorities.

CRM Records and Workflow Changes

• Maintain accurate client profiles, interaction histories, feedback records, and follow-up documentation in approved CRM or ticketing systems.
• Document requested CRM changes in sufficient detail for review and implementation, including the business need, affected fields or workflows, expected results, and approval status.
• Coordinate with system owners and operational teams to prioritize approved requests, test changes, document issues, and confirm that updates meet the intended need.
• Maintain workflow instructions and change logs, communicate approved updates, and orient staff to relevant CRM processes and documentation expectations. Protect confidential information and follow established access procedures.

KPI Dashboards and Performance Reporting

• Maintain and update client experience dashboards and scorecards using approved measures, data sources, and reporting schedules.
• Collect and validate information with data owners; investigate missing, inconsistent, or unexpected results before distributing reports.
• Track satisfaction, complaints, grievances, response and resolution times, engagement, retention, and other approved indicators. Summarize trends, gaps, and performance against established targets.
• Work with leaders to understand dashboard definitions and results, document corrective actions, and monitor progress. Coordinate reporting enhancements with Business Analytics and other system owners.

Client Communication and Concern Resolution

• Respond to phone, email, and in-person inquiries with professionalism and empathy; provide accurate, approved information about services, programs, and next steps.
• Troubleshoot routine concerns within established authority, coordinate responses with the appropriate department, and track issues through resolution and follow-up communication.
• Route complaints, grievances, clinical concerns, and urgent or sensitive matters promptly through designated channels. Escalate complex or unresolved issues to the CXO and responsible leadership.
• Coordinate onboarding and follow-up communications with service teams, keeping clients informed and reducing confusion during referrals, enrollment, care transitions, or other service changes.

Client Journey and Process Improvement

• Maintain client journey maps and workflow documentation covering outreach, referral, enrollment, onboarding, service delivery, ongoing engagement, and transitions or discharge.
• Analyze surveys, reviews, interaction records, and other feedback to identify recurring concerns, service gaps, duplicate steps, and missed handoffs.
• Gather input from clients and staff, question steps that create unnecessary barriers, and recommend practical improvements to the CXO and operational leaders.
• Coordinate approved workflow changes, track completion and outcomes, and document whether changes improve the client experience. Share findings with the CXO for further action.

Engagement and Cross-Department Communication

• Plan and coordinate assigned client events, feedback sessions, and engagement initiatives, including invitations, logistics, materials, participation tracking, and post-event follow-up within approved budgets.
• Work with Operations, Marketing, clinical teams, and other departments to keep client messaging consistent, accessible, and aligned with approved service information.
• Coordinate staff orientation materials and communications about experience standards, empathy, service recovery, and updated workflows.
• Perform other related duties as assigned.

Requirements:

• Associate degree in healthcare administration, business administration, or a related field, or an equivalent combination of education and relevant experience required. Bachelor’s degree preferred.
• Minimum of three years of experience in client service, healthcare administration, project coordination, quality improvement, or a related role.
• Experience coordinating meetings, preparing minutes, tracking action items, and managing multiple priorities with accuracy and timely follow-through.
• Proficiency with Microsoft Office, including Excel, and experience maintaining CRM records, reports, dashboards, or similar tracking systems. Familiarity with data visualization tools preferred.
• Ability to interpret performance data, identify trends, document workflow requirements, and explain findings clearly to different audiences.
• Strong written and verbal communication, sound judgment, discretion, and the ability to work effectively with clients and colleagues across departments.
• Healthcare, managed care, home care, or housing experience preferred, with a willingness to learn Nascentia’s services and applicable experience and reporting requirements.

Physical Requirements:

• Bloodborne Pathogens Exposure Category III – Employee who rarely has contact with blood and body fluids.
• Ability to travel to organizational locations and assigned meetings or events as needed.
• Ability to comprehend and express written and verbal communication, including telephone and virtual interactions.
• Frequent sitting, standing, and walking; extended periods of computer use.

Compensation & Benefits:

Competitive Salary [This position is an S02 exempt position with a min-max rate of: $66,129 - $76,590/annually] with:

• Retention Bonuses
• Internal Mentoring Program
• 401K with generous Employer match
• On-Site Gym (free for all employees)
• Medical, Dental, Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)
• Much More!

________________________________________________

About Nascentia Health:

Nascentia Health is leading the way in home care, post acute care and long-term community health. A healthcare system without walls, Nascentia is an innovator in the concept of healthcare, truly focused on the patient as a whole. By serving people in their homes, Nascentia Health is able to provide true holistic care. We can address immediate needs, help support positive long term medical and lifestyle choices that provide for better outcomes, leverage cutting edge in-home care technologies, and help avoid unnecessary visits to busy healthcare facilities.

Our employees are our greatest asset. They work hard every day to make our system amazing and are dedicated to our mission of being the premier home and community-based care system for the regions we serve. We want everyone to love what they do, be excited about coming to work, and take pride in being part of our team.

________________________________________________

Nascentia Health is an Equal Opportunity Employer (EOE)

Employment is contingent upon negative results of a pre-hire drug screen and background check clearance.