CSM Client Success Manager

TheKey; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job summary

A home care provider in Calgary is seeking a dedicated professional to manage client relationships and ensure the delivery of quality care to clients. Responsibilities include conducting assessments, addressing client needs, and managing care plans. Candidates should possess excellent customer service skills, and LPN is preferred but not required. This role comes with various benefits including extended health care and a wellness program.

Benefits

Extended Health Care

Dental Care

Employee Assistance Program

Mental Health Support

Qualifications

• LPN preferred but not required.
• Current driver's license and proof of insurance.
• Excellent customer service and conflict resolution skills.

Responsibilities

• Manage day-to-day client relationships and quality care delivery.
• Conduct in-person assessments and convert prospective clients.
• Communicate effectively with the interdisciplinary team.

Skills

Excellent customer service

Conflict resolution skills

Interpersonal relationships

Education

LPN preferred but not required

Current driver's license

Tools

Computer proficiency

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

• 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

Required Skills, Education, and Certifications

• LPN preferred but not required
• 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

Preferred

• 3 years experience in health care, elder care, social work, or related industry preferred
• Nurse preferred

Benefits for full time employees

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