Client Success Manager

TheKey•Glastonbury, CT

18d

About The Position

The Client Success Manager ensures TheKey delivers consistent, quality care and a positive experience to clients and their families. The role maintains accurate, current care plans through assessments and reports; monitors care delivery; identifies when additional or different services may be beneficial; and builds strong relationships with clients and their support systems. The position supports clients’ physical, emotional, and social well-being, promotes independence, and helps create life-enriching opportunities. It also contributes to smooth operations, client satisfaction, and long-term case retention by working with colleagues and the wider community. The Client Success Manager manages day-to-day client relationships and care delivery, conducts prospective-client assessments and client reassessments, and coordinates the start of care. The role keeps care teams informed, communicates with internal and external partners, supports caregiver matching and introductions, and addresses escalations and complaints. It also contributes to quality assurance, regulatory compliance, service adjustments, client-rate reviews, and business growth through cross-referrals. Local travel may be required for client visits.

Requirements

Bachelor’s degree in Human or Health Services or a related profession from an accredited university, or equivalent work experience; the degree is preferred.
Three years of experience in health care, elder care, social work, or a related industry is preferred.
Excellent customer service and conflict-resolution skills.
Computer proficiency and ability to document accurate, timely notes in systems related to client visits.
Current driver’s license and proof of insurance.

Nice To Haves

Bachelor’s degree in Human or Health Services or a related profession from an accredited university.
Three years of experience in health care, elder care, social work, or a related industry.

Responsibilities

Manage day-to-day client relationships and delivery of quality care.
Take a holistic approach to client care, emphasizing quality of life and recommending ways to improve care and the client experience.
Conduct in-person assessments with prospective clients, address questions and concerns, build family relationships, and convert prospective clients into active service.
Build rapport with clients and strengthen relationships with their support systems through effective interpersonal communication.
Ensure the care team has relevant, current information and that care plans are thoroughly documented and routinely updated.
Communicate and collaborate proactively with internal and external customers, including through meetings as appropriate.
Consult with clients about their needs, preferences, experiences, and objectives, and evaluate potential solutions.
Serve as a subject matter expert for quality control and quality assurance matters.
Understand new clients’ needs through thorough initial assessments or reviews of existing assessments.
Follow the Start of Care Process and provide additional support for new cases to promote client satisfaction.
Conduct in-person reassessments and quality-assurance visits, including reviews of home safety, routines, preferences, and needs.
Assess and reassess client needs proactively and refer clients to additional services or adjust services and caregiving staff as appropriate.
Communicate with the interdisciplinary team to support quality care, caregiver matching, 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 and 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 to address individual 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.