Senior Home Care Services - Walnut Creek, CA
posted 3 months ago
The Client Success Manager at TheKey plays a pivotal role in ensuring that clients receive consistent, high-quality care tailored to their individual needs. This position is responsible for maintaining accurate and up-to-date client care plans through regular assessments and reports. The Client Success Manager monitors the delivery of care, analyzes client needs, and determines when additional or different care may be beneficial. Building strong relationships with clients and their support systems is essential, as the role encompasses addressing physical, emotional, and social well-being, while also creating life-enriching opportunities that promote independence. In addition to managing day-to-day client relationships, the Client Success Manager focuses on a holistic approach to care, emphasizing quality of life. This includes recommending specific avenues to enhance client care and experience. Effective communication and interpersonal skills are crucial for building rapport with clients and ensuring that the care team is well-informed about each client's needs. Regular collaboration with both internal and external stakeholders is necessary to maintain a proactive approach to client care, which may involve daily, weekly, or monthly meetings. The Client Success Manager acts as a subject matter expert in quality control and assurance, conducting thorough initial assessments and ongoing evaluations of client needs. This role also involves following the Start of Care Process to ensure a positive experience for new clients, conducting in-person re-assessments, and managing caregiver introductions. The position requires effective communication with the interdisciplinary team to ensure a seamless experience for clients, including accurate billing and long-term care insurance utilization. Additionally, the Client Success Manager is responsible for managing escalations and complaints, reviewing client rates, ensuring compliance with state regulations, and identifying cross-referral opportunities to enhance business growth.