Client Care Manager

TheKey Of South Carolina Beach; Palo Alto (CA); On-site; USD 85,000 - 110,000; Full time

Job summary

TheKey is seeking a Client Care Manager to ensure consistent, quality home-based care for clients, maintaining up-to-date care plans and comprehensive client assessments. You will build strong relationships with clients and their support systems, support ongoing retention, and collaborate with the care team to deliver exceptional service.

The role focuses on physical, emotional, and social well-being, driving quality improvements, and coordinating with internal and external partners to ensure

Qualifications

• 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.
• Identify a holistic approach to client care with focus on quality of life and independence.
• Conduct in-person assessments with prospective clients, addressing questions, building relationships, and converting them into active service.
• Utilize interpersonal relationships and communication skills to build rapport with the client and their support system.
• Ensure the care team is up-to-date with all relevant information and the care plan is documented and updated.
• Collaborate with internal and external customers through regular meetings and proactive communication.
• Consult with clients regarding needs and preferences, evaluate potential solutions to care needs.
• Act as subject matter expert for quality control and assurance.

Skills

Customer service

Conflict resolution

Documentation in client systems

Driver's license

Education

Bachelor's Degree in Human or Health Services or 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.

The Client Care 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 Client Care 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.

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

• Bachelor's Degree in Human or Health Services or a related profession from an accredited university preferred or equivalent work experience
• 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

Physical Requirements

• Ability to travel locally approximately up to 75% of the time
• Ability to lift an