Client Care Manager

TheKey•Palo Alto, CA

4d•$65,000 - $101,000

About The Position

TheKey’s Client Care Manager ensures consistent, quality care for clients receiving concierge-based care at home. The role maintains accurate, current care plans through assessments and reports, monitors care delivery, evaluates when different or additional care may be beneficial, and develops strong relationships with clients and their support systems. The position promotes clients’ physical, emotional, and social well-being, creates life-enriching opportunities, and supports independence. The Client Care Manager also supports smooth operations, client satisfaction, and long-term case retention. This includes conducting assessments and quality-assurance visits, coordinating with clients, families, caregivers, and internal and external partners, resolving concerns, and ensuring care plans and services adapt as client needs change. The role supports compliance with state regulations and company guidelines, assists with caregiver matching and training recommendations, identifies cross-referral opportunities, and provides on-call and after-hours support as needed.

Requirements

A bachelor’s degree in Human or Health Services or a related profession from an accredited university is preferred, or equivalent work experience.
Excellent customer service and conflict resolution skills.
Computer proficiency and the ability to document accurate, timely notes in systems related to client visits.
Current driver’s license and proof of insurance.
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 periods throughout the workday.
Ability to use standard office equipment.

Nice To Haves

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

Responsibilities

Manage day-to-day client relationships and the delivery of quality care.
Take a holistic approach to client care, focusing on quality of life and recommending ways to improve care and the client experience.
Conduct in-person assessments with prospective clients, answer questions and concerns, build relationships with families, and convert prospects into active clients.
Build rapport with clients and strengthen relationships with their support systems through effective communication.
Keep the care team informed and ensure care plans are thoroughly documented and routinely updated.
Communicate and collaborate proactively with internal and external customers, including through regular meetings as appropriate.
Consult with clients about their needs, preferences, experiences, and objectives, and evaluate potential solutions.
Serve as a subject matter expert on quality control and quality assurance matters.
Understand new clients’ needs through thorough initial assessments or review of existing assessments.
Follow the Start of Care Process and provide additional support to help ensure a satisfactory experience for new clients.
Conduct in-person client reassessments and quality-assurance visits, including reviewing home safety, daily routines, preferences, and needs.
Assess and reassess client needs proactively and refer clients to additional services or adjust services or caregiving staff as appropriate.
Coordinate with the interdisciplinary team to support a quality experience, appropriate caregiver matches, 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.
Manage and resolve escalations or complaints from clients, caregivers, and others using judgment and discretion.
Review and adjust client rates as care progresses, considering changing needs, service quality, service issues, and client satisfaction.
Ensure compliance with state regulations and company guidelines.
Recommend or implement policies and procedures for individual clients or groups of clients.
Identify cross-referral opportunities and other ways to increase business from new and existing clients.
Provide on-call and after-hours support as needed.
Perform additional duties as assigned.