Client Success Manager

TheKey; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading home care provider in Toronto seeks a skilled professional to manage client relationships and ensure quality care delivery. The ideal candidate has a Bachelor's degree in a related field, strong customer service skills, and healthcare experience. Responsibilities include conducting assessments and collaborating with care teams. This position offers comprehensive benefits including health care and wellness programs.

Benefits

Extended Health Care

Dental Care

Employee Assistance Program

Mental Health Support

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• Excellent customer service and conflict resolution skills.
• Valid driver’s license and proof of insurance.

Responsibilities

• Manage the day-to-day client relationship and delivery of quality care.
• Conduct in-person assessments with prospective clients.
• Collaborate and communicate with internal and external customers.

Skills

Customer service skills

Conflict resolution skills

Proficiency with computers

Education

Bachelor’s Degree in Human or Health Services or a related field

Job description

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.

Essential Duties and Responsibilities :

1. Manage the day-to-day client relationship and delivery of quality care.
2. Identify and focus on a holistic approach to client care, emphasizing quality of life, including recommending new and/or specific avenues to improve client care and experience.
3. 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.
4. Utilize interpersonal relationships and communication skills to build rapport with the client and strengthen the relationship with the client and their support system.
5. Ensure that TheKey care team is updated with all relevant information, and the care plan is thoroughly documented and routinely updated.
6. Collaborate and communicate with internal and external customers regularly through meetings and updates as appropriate.
7. Consult with clients regarding their specific needs, preferences, experiences, and objectives, and evaluate potential solutions.
8. Act as a subject matter expert for all quality control and quality assurance matters.
9. Understand each new client’s needs through thorough initial assessments or reviews of previous assessments.
10. Follow the Start of Care process to ensure a quality experience, providing extra support for new client cases to ensure satisfaction.
11. Conduct in-person client re-assessments and quality assurance visits, including home safety assessments, routine reviews, and preferences.
12. Proactively assess and reassess client needs, referring to additional services or adjusting care and staffing as needed.
13. Communicate effectively with the interdisciplinary team to ensure quality, including caregiver matching, billing accuracy, and insurance benefits.
14. Manage caregiver introductions and recommend additional training as needs evolve.
15. Manage escalations and complaints from clients, caregivers, and others, using judgment and discretion to resolve issues.
16. Review and adjust client rates based on evolving care needs, service quality, and satisfaction.
17. Ensure compliance with all state regulations and company policies.
18. Recommend and implement policies and procedures for specific clients or groups.
19. Identify cross-referral opportunities and ways to increase business from existing and new clients.
20. Support on-call and after-hours support as needed.
21. Perform additional duties as assigned.

Required Skills, Education, and Certifications :

1. Bachelor’s Degree in Human or Health Services or a related field from an accredited university preferred, or equivalent work experience.
2. Excellent customer service and conflict resolution skills.
3. Proficiency with computers and ability to document accurately and timely in relevant systems.
4. Valid driver’s license and proof of insurance.

Preferred

1. At least 3 years of experience in healthcare, elder care, social work, or a related industry.

Physical Requirements :

1. Ability to travel locally up to approximately 75% of the time.
2. Ability to lift and carry up to 15-20 pounds.
3. Ability to sit, stand, and walk for prolonged periods throughout the workday.
4. Ability to use standard office equipment.

The information provided here is not an exhaustive list of duties, responsibilities, skills, or abilities required for the job. Reasonable accommodations may be made to assist qualified disabled persons in performing essential functions. Management may assign or reassign duties at its discretion. This job description does not constitute an employment contract and is subject to change based on organizational needs.

Benefits for Full-Time Employees

• Extended Health Care (EHC)
• Dental Care (DTL)
• Basic Life Insurance
• Accidental Death and Dismemberment (AD&D)
• Dependent Life Insurance
• Wellness Program
• Perks & Savings Program
• Employee Assistance Program
• Mental Health Support
• Vision Care Discounts
• Teladoc Health
• Drug Compatibility Testing