Client Success Manager Jobs

About The Position

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.

Benefits

• Medical, dental, and 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