Client Success Manager

TheKey LLC-posted 23 days ago
$75,000 - $85,000/Yr
Full-time • Mid Level
Lake Oswego, OR
5,001-10,000 employees
Social Assistance
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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.

  • 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
  • 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
  • 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 period of time throughout the workday
  • Ability to use standard office equipment
  • 3 years experience in health care, elder care, social work, or related industry preferred
  • Medical/Dental/Vision Insurance
  • TouchCare VirtualCare
  • Life Insurance
  • Health Savings Account
  • Flexible Spending Account
  • 401(k) Matching
  • Employee Assistance Program
  • PTO Plan for Non-Exempt Employees
  • Flexible PTO Plan for Exempt Employees
  • Holidays and Floating Holidays
  • Pet Insurance
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