RN Client Success Manager

TheKey • Manhattan, NY

93d • $101,000 - $121,000

About The Position

The RN Client Success Manager is responsible for ensuring that TheKey delivers consistent, quality care to our clients. Responsible for maintaining accurate and up-to-date client care plans through consistent re-assessments and reports, monitoring client care to ensure appropriate delivery of care, analyzing and determining when additional or different care may be beneficial, and building a strong relationship with the client and his/her support system. This may include 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 RN Client Success 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 community.

Requirements

• Current Registered Nurse license in the state of employment; continued employment is contingent upon maintaining active license in good standing; BSN preferred
• 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 accurate and timely notes in systems related to client visits
• Current driver's license and proof of insurance

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
• Conducting in-person nursing initial and reassessments and quality assurance visits that include but are not limited to a view of Home safety assessments, the client's daily routines, the client's preferences and needs converting them into active service with a Care Plan tailored to their unique needs.
• 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
• Ensure that all state regulations are considered and compliance with visits and documentation is met.
• Ensure caregivers meet state requirements, are adequately trained to perform their responsibilities and receive RN instruction and/or supervision as required.
• 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.
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Social Assistance
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees