Client Success Manager

Senior Home Care Services - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

Ambulatory Health Care Services

About the position

The Client Success Manager at TheKey is responsible for managing day-to-day client relationships and ensuring the delivery of quality care. This role focuses on a holistic approach to client care, conducting assessments, building relationships, and collaborating with internal and external stakeholders to enhance the client experience. The position requires effective communication, problem-solving skills, and a commitment to compliance with state regulations and company guidelines.

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 thorough initial assessments or reviews of previously completed assessments
• Follow the Start of Care Process to ensure a quality experience for new clients
• Conduct in-person client re-assessments and quality assurance visits
• Proactively assess and reassess client needs and refer to additional services as necessary
• Communicate effectively with the interdisciplinary team to ensure quality experiences
• Manage escalations and complaints from clients and caregivers
• Review and adjust client rates as care progresses
• Ensure compliance with all 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 support as needed
• Perform additional duties as assigned

Requirements

• Bachelor's Degree in Human or Health Services or a related profession preferred or equivalent work experience
• Excellent customer service and conflict resolution skills
• Computer proficiency and ability to document accurate and timely notes
• Current driver's license and proof of insurance

Nice-to-haves

• 3 years experience in health care, elder care, social work, or related industry preferred

Benefits

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance