Client Success Manager

The Key Sarl - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

Motor Vehicle and Parts Dealers

About the position

The Client Success Manager at TheKey is responsible for managing day-to-day client relationships and ensuring the delivery of high-quality care. This role focuses on a holistic approach to client care, emphasizing quality of life and client satisfaction. The manager will conduct assessments, build relationships with clients and their families, and collaborate with internal teams to ensure a seamless care experience.

Responsibilities

• Manage the day-to-day client relationship and delivery of quality care
• Identify and focus on a holistic approach to client care with a focus on quality of life
• Conduct in-person assessments with prospective clients and address their questions and concerns
• Utilize interpersonal relationships and communication skills to build rapport with clients and their support systems
• Ensure that TheKey care team is up-to-date with all relevant information and care plans
• Collaborate and communicate with internal and external customers regularly
• Consult with clients regarding their specific needs and preferences
• Act as a subject matter expert for quality control and assurance matters
• Conduct initial assessments and follow the Start of Care Process
• Conduct in-person client re-assessments and quality assurance visits
• Proactively assess and reassess client needs and refer to additional services as needed
• Communicate effectively with the interdisciplinary team
• Manage caregiver introductions and recommend additional training for caregivers
• Handle escalations and complaints from clients and caregivers
• Review and adjust client rates as care progresses
• Ensure compliance with state regulations and company guidelines
• Recommend and implement policies and procedures for client care
• Look for cross-referral opportunities to increase business
• Support on-call and after-hours as needed

Requirements

• Bachelor's Degree in Human or Health Services or a related profession
• Excellent customer service and conflict resolution skills
• Computer proficiency and ability to document accurate notes
• Current driver's license and proof of insurance
• Preferred 3 years experience in health care, elder care, social work, or related industry

Benefits

• Health savings account
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Pet insurance