Client Care Manager

Job TitleFor 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.Essential Duties and Responsibilities:Manage the day-to-day client relationship and delivery of quality careIdentifying 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 experienceConduct 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 systemEnsure that TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updatedCollaboration and communication with internal and external customers on a regular proactive basis, including, daily, weekly, and/or monthly meetings, as appropriateConsult with the client regarding their specific needs and preferences, experience and objectives, and evaluating potential solutions to client needsActing as subject matter expert for all quality control and quality assurance mattersUnderstand each new client's needs by conducting a thorough initial assessment or a review of previously completed assessmentFollow the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfactionConduct 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 staffCommunicate 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 evolveManage escalations and/or complaints from clients, caregivers, and others and utilizing their judgment and discretion to resolve themReviewing and adjusting the client rates as the care progresses with consideration of changing care needs; quality service, service issues, and overall client satisfactionEnsuring compliance with all state regulations and following all company guidelinesRecommending and/or implementing policy and/procedures to address specific or a group of clientsLook for cross-referral opportunities and other means of increasing business from new and existing clientsSupport on-call and after-hours support as neededAdditional duties as assignedRequired Skills, Education, and Certifications:Bachelor's Degree in Human or Health Services or a related profession from an accredited university preferred or equivalent work experienceExcellent customer service and conflict resolution skillsComputer proficiency and ability to document accurate and timely notes in systems related to client visitsCurrent driver's license and proof of insurancePreferred3 years experience in health care, elder care, social work, or related industry preferredSalary - $ 65,000 - $101,000 + incentivesPhysical Requirements:Ability to travel locally approximately up to 75% of the timeAbility to lift and carry up to 15-20 poundsAbility to sit, stand, and walk for prolonged period of time throughout the workdayAbility to use standard office equipmentThe information contained here is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Reasonable accommodations may be made to assist qualified disabled persons to perform the essential functions of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.Benefits for full time employeesMedical/Dental/Vision InsuranceTouchCare VirtualCareLife InsuranceHealth Savings AccountFlexible Spending Account401(k) MatchingEmployee Assistance ProgramPTO Plan for Non-Exempt EmployeesFlexible PTO Plan for Exempt EmployeesHolidays and Floating HolidaysPet InsuranceTheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.California Residents Only:In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.