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. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee‐teams receive 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.

Key Responsibilities

• Manage the day-to-day client relationship and delivery of quality care
• Identify and focus on a holistic approach to client care with an emphasis 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
• Utilize interpersonal relationships and communication skills to build rapport with clients and fortify relationships with the client’s support system
• Ensure that TheKey care team is up-to-date with all relevant information by thoroughly documenting and routinely updating the care plan
• Collaborate and communicate proactively with internal and external customers through regular meetings
• Consult with clients regarding their specific needs, preferences, and objectives while evaluating potential solutions
• Act as a subject matter expert for all quality control and quality assurance matters
• Conduct thorough initial assessments or reviews of previously completed assessments to understand each new client’s needs
• Follow the Start of Care Process, providing extra support for new client cases to ensure complete satisfaction
• Perform in-person client re-assessments and quality assurance visits, including home safety, daily routines, and client preferences
• Continuously assess and reassess client needs by referring them to additional services, adjusting current services, or modifying caregiving staff
• Communicate effectively with the interdisciplinary team to ensure a quality experience, accurate billing, and proper insurance benefit utilization
• Manage escalations and complaints from clients, caregivers, and others using sound judgment and discretion
• Review and adjust client rates as care needs evolve, taking into account service quality and client satisfaction
• Ensure compliance with all state regulations and adhere to all company guidelines
• Recommend and/or implement policies and procedures to address the needs of specific clients or groups
• Identify cross-referral opportunities and other methods to expand business from 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 from an accredited university or equivalent work experience
• Excellent customer service and conflict resolution skills
• Computer proficiency with the ability to document accurate and timely notes related to 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

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