Client Success Manager

For nearly 20 years, TheKey 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.

Essential Duties and Responsibilities:

● Manage 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

● Conduct in person assessments with prospective clients, addressing their questions and

concerns, building relationships with their families, and converting them into active service with the organization.

● Utilize interpersonal relationships and communication skills to build rapport with the client and fortify the relationship with the client and the client’s support system

● Ensure 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

● Consult 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 ● Understand each new client’s needs by conducting a thorough initial assessment or a review of previously completed assessment

● Follow the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfaction

● Conduct 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

● Communicate 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 clients and families and recommending additional training for caregivers as care needs evolve

● Manage escalations and/or complaints from clients, 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 following all company guidelines

● Recommending and/or implementing policy and/procedures to address specific or a group of clients

● Look for cross-referral opportunities and other means of increasing business from new and existing clients

● Support 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 a related profession from an accredited university preferred or equivalent work 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

Preferred

● 3 years experience in health care, elder care, social work, or related industry preferred

Physical Requirements:

● Ability to travel locally approximately up to 75% of the time

● Ability to lift and carry up to 15-20 pounds

● Ability to sit, stand, and walk for prolonged period of time throughout the workday

● Ability to use standard office equipment

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