The Key Corporation
Client Success Manager
The Key Corporation, Walnut Creek, California, United States, 94598
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.
Position Summary
The Client Success Manager is responsible for ensuring that TheKey delivers consistent, quality care to our clients. The Client Success Manager is responsible for maintaining accurate and up-to-date client care plans through consistent re-assessments and reports, monitoring client care to ensure appropriate delivery of care, analyzing and determining when additional or different care may be beneficial and building a strong relationship with the client and his/her support system. This may include physical, emotional and social well-being for our clients, often creating life enriching opportunities and allowing as much independence as possible to be retained. The Client Success Manager is responsible to ensure we are the provider of choice. This position should partner with community resources and referral partners, always ensuring our reputation of quality care is maintained. The Client Success Manager is also integral to ensuring smooth operations and client satisfaction, supporting long-term retention of cases, and working in partnership with colleagues in the immediate team environment and in the larger community.
Essential Duties and Responsibilities:
Managing the day-to-day client relationship and delivery of quality careIdentifying 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 experienceUtilizing interpersonal relationships and communication skills to build rapport with client and fortify the relationship with the client and client's support systemEnsuring that TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updatedCollaboration and communication with internal and external customers on a regular proactive basis, including, daily, weekly and/or monthly meetings, as appropriateConsulting with the client regarding their specific needs and preferences, experience and objectives and evaluating potential solutions to client needsActing as subject matter expert for all quality control and quality assurance mattersUnderstanding each new client's needs by conducting a thorough initial assessment or a review of previously completed assessmentFollowing the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfactionConducting 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 staffCommunicating 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 client and families and recommending additional training for caregivers as care needs evolveManaging escalations and/or complaints from client, caregivers and others and utilizing their judgment and discretion to resolve themReviewing and adjusting the client rates as the care progresses with consideration of changing care needs; quality service, service issues and overall client satisfactionEnsuring compliance with all state regulations and implementing TheKey operating model and following all company guidelinesRecommending and/or implementing policy and/procedures to address specific or a group of clientsLooking for cross-referral opportunities and other means of increasing business from new and existing clientsSupporting on-call and after-hours support as neededAdditional duties as assignedRequired Skills, Education and Certifications:
Bachelor's Degree in Human or Health Services or related profession from an accredited university preferred3 years' experience in health care, elder care, social work or related industry preferredLicensure as an RN/LVN/MFT may be substituted for some portion of previous experienceExcellent customer service and conflict resolution skillsComputer proficiency and ability to document accurate and timely notes in systems related to client visitsCurrent driver's license and proof of insuranceBenefits for full time employees
Medical/Dental/Vision InsuranceTouchCare VirtualCareLife InsuranceHealth Savings AccountFlexible Spending Account401(k) MatchingEmployee Assistance ProgramPTO Plan for Non-Exempt EmployeesFlexible PTO Plan for Exempt EmployeesHolidays and Floating HolidaysPet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to 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, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
#LI-TK
Position Summary
The Client Success Manager is responsible for ensuring that TheKey delivers consistent, quality care to our clients. The Client Success Manager is responsible for maintaining accurate and up-to-date client care plans through consistent re-assessments and reports, monitoring client care to ensure appropriate delivery of care, analyzing and determining when additional or different care may be beneficial and building a strong relationship with the client and his/her support system. This may include physical, emotional and social well-being for our clients, often creating life enriching opportunities and allowing as much independence as possible to be retained. The Client Success Manager is responsible to ensure we are the provider of choice. This position should partner with community resources and referral partners, always ensuring our reputation of quality care is maintained. The Client Success Manager is also integral to ensuring smooth operations and client satisfaction, supporting long-term retention of cases, and working in partnership with colleagues in the immediate team environment and in the larger community.
Essential Duties and Responsibilities:
Managing the day-to-day client relationship and delivery of quality careIdentifying 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 experienceUtilizing interpersonal relationships and communication skills to build rapport with client and fortify the relationship with the client and client's support systemEnsuring that TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updatedCollaboration and communication with internal and external customers on a regular proactive basis, including, daily, weekly and/or monthly meetings, as appropriateConsulting with the client regarding their specific needs and preferences, experience and objectives and evaluating potential solutions to client needsActing as subject matter expert for all quality control and quality assurance mattersUnderstanding each new client's needs by conducting a thorough initial assessment or a review of previously completed assessmentFollowing the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfactionConducting 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 staffCommunicating 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 client and families and recommending additional training for caregivers as care needs evolveManaging escalations and/or complaints from client, caregivers and others and utilizing their judgment and discretion to resolve themReviewing and adjusting the client rates as the care progresses with consideration of changing care needs; quality service, service issues and overall client satisfactionEnsuring compliance with all state regulations and implementing TheKey operating model and following all company guidelinesRecommending and/or implementing policy and/procedures to address specific or a group of clientsLooking for cross-referral opportunities and other means of increasing business from new and existing clientsSupporting on-call and after-hours support as neededAdditional duties as assignedRequired Skills, Education and Certifications:
Bachelor's Degree in Human or Health Services or related profession from an accredited university preferred3 years' experience in health care, elder care, social work or related industry preferredLicensure as an RN/LVN/MFT may be substituted for some portion of previous experienceExcellent customer service and conflict resolution skillsComputer proficiency and ability to document accurate and timely notes in systems related to client visitsCurrent driver's license and proof of insuranceBenefits for full time employees
Medical/Dental/Vision InsuranceTouchCare VirtualCareLife InsuranceHealth Savings AccountFlexible Spending Account401(k) MatchingEmployee Assistance ProgramPTO Plan for Non-Exempt EmployeesFlexible PTO Plan for Exempt EmployeesHolidays and Floating HolidaysPet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to 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, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
#LI-TK