Client Success Manager

TheKey•Palo Alto, CA

1d•$78,000 - $105,000

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. TheKey is the comprehensive care solution for seniors who wish to age well in their home. The company offers concierge-level care management and dependable in-home assistance to seniors across over 150 locations throughout North America. A mission-driven organization, the Company’s dedicated experts proudly assist thousands of clients in optimizing their quality of life as they “age in place” in the comfort of their homes. The holistic approach to care is based on the lifestyles of the longest-living people in the world and promotes a healthy mind, body, and spirit. TheKey prides itself on its people and is seeking exceptional talent to join our team. TheKey continues to expand its reach in helping more families with all they need to allow their aging loved ones to live well at home. Building upon a legacy of excellent customer service, innovation and great people, TheKey is just getting started on the impact the organization can make on the community.

Requirements

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

Nice To Haves

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

Responsibilities

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 TheKey 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