Client Care Manager

Essential Duties and Responsibilities

• Manage the day-to-day client relationship and delivery of quality care
• Identify and focus on a holistic approach to client care, recommending new 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 clients and fortify the relationship with the client and the client’s support system
• Ensure that The Key care team is up‑to‑date with all relevant information and that the care plan is thoroughly documented and routinely updated
• Collaborate and communicate 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, preferences, experience and objectives, and evaluate potential solutions to client needs
• Act 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 assess and reassess client needs and refer 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
• Manage the introduction of caregivers to clients and families and recommend additional training for caregivers as care needs evolve
• Manage escalations and/or complaints from clients, caregivers, and others, utilizing judgment and discretion to resolve them
• Review and adjust the client rates as the care progresses, considering changing care needs, quality service, service issues, and overall client satisfaction
• Ensure compliance with all state regulations and follow all company guidelines
• Recommend and/or implement policy and/or 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
• Provide on‑call and after‑hours support as needed
• Perform additional duties as assigned

• Bachelor’s Degree in Human or Health Services or a related profession from an accredited university, 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

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

$78,000

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

• Medical, Dental, and Vision Insurance
• Touch Care Virtual Care
• 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

In accordance with Article 2 of the California Health and Safety Code – California Community Care Facilities Act, The Key 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, and in…