Client Success Manager

Position Overview

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. The company is committed to ensuring the dignity, safety, and independence of its clients while empowering employee-teams through training, resources, and support. 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.

Key Responsibilities

• Manage the day-to-day client relationship and delivery of quality care.
• Identify and focus on a holistic approach to client care including recommending avenues to improve client experience.
• Conduct in-person assessments with prospective clients, address questions and concerns, build relationships with families, and convert them into active service.
• Utilize interpersonal and communication skills to build and fortify relationships with clients and their support systems.
• Ensure the care team is up-to-date with relevant information, and that care plans are documented and routinely updated.
• Collaborate and communicate with internal and external customers through regular meetings (daily, weekly, or monthly as appropriate).
• Consult with clients regarding specific needs, preferences, and objectives and evaluate potential solutions.
• Act as a subject matter expert for quality control and quality assurance by conducting thorough initial or follow-up assessments.
• Follow the Start of Care Process to support new client cases and ensure client satisfaction.
• Perform in-person client re-assessments and quality assurance visits including home safety assessments and evaluation of daily routines.
• Proactively assess and reassess client needs, refer to additional services, adjust services, or modify caregiving staff as needed.
• Communicate with an interdisciplinary team to ensure caregiver match, accurate billing, and long-term care insurance benefit utilization.
• Manage caregiver introductions to clients and families and recommend additional caregiver training as care needs evolve.
• Handle escalations or complaints from clients, caregivers, and others using sound judgment to resolve issues.
• Review and adjust client rates as care progresses, considering changing care needs and overall satisfaction.
• Ensure compliance with all state regulations and company guidelines.
• Recommend or implement policies and procedures to address individual or group client needs.
• Identify cross-referral opportunities and ways to grow business with new and existing clients.
• Provide on-call and after-hours support as needed.
• Perform additional duties as assigned.

Required Qualifications

• Bachelor’s Degree in Human or Health Services or a related field (or equivalent work experience).
• Excellent customer service and conflict resolution skills.
• Computer proficiency with the ability to document accurate and timely notes regarding client visits.
• Current driver’s license and proof of insurance.

Preferred Qualifications

• 3 years of experience in health care, elder care, social work, or a related industry.

Physical Requirements

• Ability to travel locally up to 75% of the time.
• Ability to lift and carry up to 15-20 pounds.
• Ability to sit, stand, and walk for prolonged periods throughout the workday.
• Ability to use standard office equipment.

Benefits & Perks

• 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. Discrimination and harassment of any type are prohibited, and all employees and applicants receive equal employment opportunities regardless of race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only: In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, their conditional offer will be rescinded in accordance with applicable laws.