RN Client Success Manager

thekey; Raleigh (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

TheKey seeks a registered nurse to lead client success in delivering consistent, high-quality home-based care. The role focuses on developing and updating care plans, reassessing needs, and coordinating services with families and care teams to support client independence and safety.

As an RN-led role, you will ensure regulatory compliance, drive quality improvements, and partner with colleagues to optimize client outcomes and satisfaction across care settings.

Qualifications

• Current Registered Nurse license in the state of employment; continued employment is contingent upon maintaining active license in g

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
• Conducting in-person nursing initial and reassessments and quality assurance visits that include home safety assessments and Care Plan tailoring
• Collaborate with internal and external customers on a regular proactive basis
• Ensure caregivers meet state requirements and receive RN instruction and supervision as required
• Review client rates as care progresses and ensure compliance with regulations and company guidelines

Skills

Nursing

Client relations

Care coordination

Quality assurance

Education

Registered Nurse license

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 RN Client Success 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 RN 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 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
• Conducting in- person nursing initial and reassessments and quality assurance visits that include but are not limited to a view of Home safety assessments, the client's daily routines, the client's preferences and needs converting them into active service with a Care Plan tailored to their unique needs. The assessment includes the informal and formal support systems and caregiving needs.
• 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
• Ensurer that all state regulations are considered and compliance with visits and documentation is met.
• Ensure caregivers meet state requirements, are adequately trained to perform their responsibilities and receive RN instruction and/or supervision as required.
• 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:

• Current Registered Nurse license in the state of employment; continued employment is contingent upon maintaining active license in g