Client Care Manager

TheKey•Omaha, NE

About The Position

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 Care Manager is responsible for converting potential clients to clients and then ensuring that The Key delivers a quality care experience to those clients. The Client Care Manager is responsible for developing a care plan for each client which includes 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 Care Manager is responsible to ensure we are the provider of choice. The Client Care Manager should partner with community resources and referral partners, always ensuring our reputation of quality care is maintained. The Client Care 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 the larger The Key community.

Requirements

Bachelor’s Degree in gerontology, health care, social work or related profession from an accredited university preferred
Three to 5 years’ experience in health care, elder care, social work or related industry preferred
Excellent customer service and conflict resolution skills
Computer proficiency and ability to document timely and accurately notes in system related to client visits
Current driver’s license and proof of insurance

Responsibilities

Understanding the prospective client including proactively identifying areas of interest, reaching out prior to the first meeting and, having a collaborative relationship with clients and family members
Conducting in- person client assessments that include but are not limited to a view of Home safety assessments, the client’s daily routines, the client’s preferences and needs. The assessment includes the informal and formal support systems and caregiving needs.
Selling TheKey’s services by educating the client and the family members about what type of services would be appropriate following the assessment, understanding the language of the client agreement, building rapport to create engagement and obtaining agreement.
Prior to the start of care, the Client Care Manager ensures all agreements are signed and all information is gathered in the client assessment and transferred to all software systems.
Client Care Managers will conduct assessments, regular home visits, reassessments as needed and when there is a change of condition, provide updates to the care plan and communication to the Staffing Managers. This includes on-site training of caregivers as needed, quality assurance visits and regular review of care notes.
Determining the rate the client will pay for TheKey’s services.
Client Care Managers will look for cross-referral opportunities and other means of increasing business from existing clients.
The Client Care Manager provides extra support for new client cases, including home visits during the first caregiver schedule and within the first two weeks of service, to ensure complete client satisfaction.
Communicating effectively with team members to ensure the best possible match of caregivers to client needs, the accuracy of client billing, long- term care insurance communication or education (where applicable),
Supporting ongoing client retention through hands-on attention, client appreciation initiatives and relationships with the clients and their families.
Marketing and client development, including making presentations to referral sources such as local organizations, fiduciaries, Trust Officers, physician/health care groups, etc.
Providing after-hours support for our clients, referral partners and prospective clients (including evenings and weekends) – this support may include email, telephone and/or home visits.
Implementing the TheKey operating model and following all company guidelines and applicable state regulations.
Ensuring that our client accounts are up-to-date and communicating with families (and/or financial managers) in the event of overdue balances.
Exercise and apply home care knowledge, business goals and care management goals that meets state home care regulations
Additional duties and responsibilities as may be assigned by your supervisor.