Client Success Manager

For nearly 20 years, TheKey (formerly Home Care Assistance) has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. View our video to learn more about TheKey.
Position Summary
The Client Success Manager is responsible for ensuring that TheKey delivers consistent, quality care to our clients. The Client Success Manager is responsible for maintaining accurate and up-to-date client care plans through consistent re-assessments and reports, monitoring client care to ensure appropriate delivery of care, analyzing and determining when additional or different care may be beneficial and building a strong relationship with the client and his/her support system. This may include physical, emotional and social well-being for our clients, often creating life enriching opportunities and allowing as much independence as possible to be retained. The Client Success Manager is responsible to ensure we are the provider of choice. This position should partner with community resources and referral partners, always ensuring our reputation of quality care is maintained. The Client Success Manager is also integral to ensuring smooth operations and client satisfaction, supporting long-term retention of cases, and working in partnership with colleagues in the immediate team environment and in the larger community.
Essential Duties and Responsibilities:

• Managing the day-to-day client relationship and delivery of quality care
• Identifying and focusing on a holistic approach to client care with a focus on quality of life, including recommending new and/or specific avenues to improve client care and experience
• Utilizing interpersonal relationships and communication skills to build rapport with client and fortify the relationship with the client and client's support system
• Ensuring that TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updated
• Collaboration and communication with internal and external customers on a regular proactive basis, including, daily, weekly and/or monthly meetings, as appropriate
• Consulting with the client regarding their specific needs and preferences, experience and objectives and evaluating potential solutions to client needs
• Acting as subject matter expert for all quality control and quality assurance matters
• Understanding each new client's needs by conducting a thorough initial assessment or a review of previously completed assessment
• Following the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfaction
• Conducting in-person client re-assessments and quality assurance visits that include but are not limited to a view of home safety assessments, the client's daily routines, and the client's preferences and needs.
• Proactively assessing and reassessing client needs and referring the client to additional services, adjusting services or adjusting caregiving staff
• Communicating effectively with the interdisciplinary team to ensure an overall quality experience, including the best possible caregiver match, the accuracy of client billing, and long-term care insurance benefit utilization. Managing Caregiver introductions to client and families and recommending additional training for caregivers as care needs evolve
• Managing escalations and/or complaints from client, caregivers and others and utilizing their judgment and discretion to resolve them
• Reviewing and adjusting the client rates as the care progresses with consideration of changing care needs; quality service, service issues and overall client satisfaction
• Ensuring compliance with all state regulations and implementing TheKey operating model and following all company guidelines
• Recommending and/or implementing policy and/procedures to address specific or a group of clients
• Looking for cross-referral opportunities and other means of increasing business from new and existing clients
• Supporting on-call and after-hours support as needed
• Additional duties as assigned

Required Skills, Education and Certifications:

• Bachelor's Degree in Human or Health Services or related profession from an accredited university preferred
• 3 years' experience in health care, elder care, social work or related industry preferred
• Licensure as an RN/LVN/MFT may be substituted for some portion of previous experience
• Excellent customer service and conflict resolution skills
• Computer proficiency and ability to document accurate and timely notes in systems related to client visits
• Current driver's license and proof of insurance

Base Pay: $65-70k/annual + monthly bonuses
Benefits for full time employees

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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