Client Success Manager

For nearly 20 years, The Key has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, The Key is committed to changing how the world lives and ages loyee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, The Key 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.

• 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 The Key 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.

• 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.

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

• 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…