Director of Patient Experience

Job Details

Description

Duties & Responsibilities:

• Meet with each Ocean Drive and Monarch program patient on a weekly basis to discuss their unique needs and aspirations for continuing care. Collaborate with patients to develop a comprehensive, individualized continuing care plan that is based on the treatment of addiction as an illness which can be addressed on a daily basis and aligns with clinical recommendations and supports long-term recovery.
• Serve as a central point of contact, enhancing accessibility and communication across Ocean Drive and Monarch programming. Facilitate creative and flexible treatment planning and service delivery for patients, their families, and referring partners.
• Provides a high level of concierge service to patients placed in OD and Monarch programming. Ensure a positive and supportive experience throughout their stay, addressing concerns and acting as a trusted clinical advocate.
• Work with each patient during the entirety of his/her engagement to discover, practice and/or enhance a regular practice of a recovery of the patient’s choice i.e. 12-Step, Smart Recovery, Recovery Dharma.
• Actively participate in daily clinical team meetings to provide updates, collaborate on patient progress, and facilitate patient placement at the time of discharge in collaboration with the entire team's recommendations
• Work as a member of the clinical team to facilitate the patient's transition from the program. This includes making discharge arrangements, coordinating with aftercare providers, and demonstrating sensitivity to reciprocal referral relationships to ensure a smooth and effective handoff.
• Initiate and foster a connection with our alumni community for each patient prior to their discharge. Introduce them to alumni resources, events, and support networks to ensure they feel connected to a lasting recovery community. Work collaboratively with Ocean Drive and Monarch program alumni services personnel.
• Cultivate and maintain strong relationships with patients and their families to build trust and encourage engagement in the full spectrum of our clinical services.
• Manage all referrals and transfers within Signature Programming and schedule appropriate appointments and transfer consults providing advice to senior management with clinical, financial, and family involvement issues.
• Collaborate with the treatment team in development and execution of appropriate care based on ASAM criteria.
• May be asked to be a part of family sessions as a member of the treatment team to provide education to patient and families regarding financial and continuing care options.
• Complete releases for aftercare providers and all necessary documentation in Aura.
• Work in conjunction with RRD’s for continuing care requests needed.
• Remain informed of services provided in regional offices and collaborate with the regional teams on appropriate referrals.
• Responsible for attending International Conferences approved by Caron, ensure dinners planned and appropriate staff attendance.
• Maintain accurate and timely documentation of all patient interactions, continuing care plans, and transition details in the electronic health record
  
  

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the task(s) that may be assigned.

Physical Requirements

The physical and mental demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work extended hours on and off campus.
• Must be able and willing to travel as needed.
• Must be able to deliver presentations to referrals that may be on campus and at their strategic geographic locations.
• Ability to provide tours of our campus.
  
  

Education / Experience Qualifications

• Bachelor's degree in a related field required (e.g., social work, psychology, counseling). Master's degree preferred.
• Licensure or certification in addiction related field required.
• Minimum of 10 years of experience in a substance abuse or mental health treatment setting with high-net-worth patients required.
• If in recovery, 2 years of continuous sobriety is preferred.
  
  

Knowledge, Skills And Abilities

• Strong understanding of the continuum of care in addiction and mental health treatment, including outpatient, sober living, and aftercare options.
• Must be able to provide a culturally relevant space for patients of high net worth to be able to heal, able to provide effective recovery interventions appreciative of the specific external triggers which pull these patients back to the pathological use of substances.
• Exceptional interpersonal and communication skills, with a proven ability to build rapport and trust with patients and families.
• Highly organized with excellent time management skills and attention to detail.
• Ability to work effectively as part of a multidisciplinary team.
• Proficiency in electronic health record (EHR) systems.
• Ability to build trust and rapport with high-net-worth and international clients.
• Ability to adapt to diverse cultural backgrounds and provide culturally competent care.