Client Success Manager

Military, Veterans and Diverse Job Seekers; San Diego (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers is seeking a Client Success Manager to ensure delivery of quality care, maintain accurate and up-to-date care plans, and reassess client needs to optimize care and outcomes. You will build strong relationships with clients and their support networks while coordinating with care teams and partners to support continuity of services.

The role emphasizes proactive communication, detailed documentation, and ongoing client satisfaction and retention, with

Qualifications

• Bachelor's degree in human/health services or related field preferred.
• 3 years experience in health care, elder care, social work or related industry preferred.
• Licensure as RN/LVN/MFT may be substituted for some portion of previous 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.

Responsibilities

• Manage the day-to-day client relationship and delivery of quality care.
• Identify holistic approaches to client care with focus on quality of life.
• Build rapport with client and support system.
• Ensure care plan is up-to-date and thoroughly documented.
• Collaborate with internal and external clients through regular meetings.
• Assess client needs and evaluate potential solutions.
• Act as subject matter expert for quality control/assurance.
• Conduct initial assessments and re-assessments.
• Support Start of Care process for new client cases.
• Perform in-person client re-assessments and quality assurance visits.
• Refer clients to additional services and adjust care as needed.
• Coordinate with interdisciplinary team to ensure quality experience and billing accuracy.
• Manage caregiver introductions and training as needs evolve.
• Handle escalations/complaints and resolve with discretion.
• Review and adjust client rates as care progresses.

Skills

Customer service

Conflict resolution

Communication

Documentation

Interpersonal skills

Driving; Driver's license

Education

Bachelor's Degree in Human or Health Services

Tools

Documentation systems

Job description

The Client Success Manager is responsible for ensuring that we deliver consistent, quality care to our clients. The Client Success Manager is 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 Success Manager is responsible to ensure we are the provider of choice. This position should partner with community resources and referral partners, always ensuring our reputation of quality care is maintained. The Client Success 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 in the larger community.

Essential Duties and Responsibilities:

• Managing 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
• Utilizing interpersonal relationships and communication skills to build rapport with client and fortify the relationship with the client and clients support system
• Ensuring that the 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
• Consulting 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
• Understanding each new clients needs by conducting a thorough initial assessment or a review of previously completed assessment
• Following the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfaction
• Conducting in-person client re-assessments and quality assurance visits that include but are not limited to a view of home safety assessments, the clients daily routines, and the clients preferences and needs.
• Proactively assessing and reassessing client needs and referring the client to additional services, adjusting services or adjusting caregiving staff
• Communicating 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 client and families and recommending additional training for caregivers as care needs evolve
• Managing escalations and/or complaints from client, 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 implementing the operating model and following all company guidelines
• Recommending and/or implementing policy and/procedures to address specific or a group of clients
• Looking for cross-referral opportunities and other means of increasing business from new and existing clients
• Supporting 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 related profession from an accredited university preferred
• 3 years experience in health care, elder care, social work or related industry preferred
• Licensure as an RN/LVN/MFT may be substituted for some portion of previous 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 drivers license and proof of insurance