2022-05-24_angie.markwell_JD - Client Success Manager (1).docx

Job Summary / Purpose:

The Client Success Manager is responsible for ensuring that TheKey delivers a quality care experience to our clients and that the client care plans for each client are continuously kept up to date by in-person or virtual reassessment and reports. 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:

Understanding the new client including proactively identifying areas of interest, reaching out immediately after the client has been assigned to you and calendaring a first meeting and, having a collaborative relationship with clients and family members.

Conducting 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, the client’s preferences and needs. The assessment includes the informal and formal support systems and caregiving needs.

Continuously ensuring a good experience for our clients by building rapport to create engagement  and being highly visible to the client and the client's support systems.

After receiving the assignment, ensuring that ClearCare is up to date with all relevant information.

Making regular home visits, reassessments as needed and when there is a change of condition, provide updates to the care plan and communication to the team. This will include recommendation of the ideal caregiver for the client needs and noting specialized training of caregivers as needed, quality assurance visits and regular review of care notes.

Caregiver introductions to client and families

Reviewing of the client rates as the care progresses

Ensuring that all state regulations are considered and compliance with visits and documentation is met.

Looking for cross-referral opportunities and other means of increasing business from existing clients.

Providing extra support for new client cases, including home visits during the first caregiver schedule and within the first two weeks of service, to ensure complete client satisfaction.

Communicating effectively with team members to ensure the best possible match of caregivers to client needs, the accuracy of client billing, long- term care insurance communication or education

Supporting ongoing client retention through hands-on attention, client appreciation initiatives and relationships with the clients and their families.

Implementing TheKey operating model and following all company guidelines and applicable state regulations.

Exercising and applying home care knowledge, business goals and care management goals that meets state home care regulations.

Additional duties as assigned.

Competencies

Required Skills, Education and Certifications:

Bachelor’s Degree in gerontology, health care, social work or related profession from an accredited university preferred

5 years’ experience in health care, elder care, social work or related industry preferred

Excellent customer service and conflict resolution skills

Computer proficiency and ability to document timely and accurately notes in system related to client visits

Current driver’s license and proof of insurance

Physical Requirements:

Ability to travel approximately up to 30% of the time

Ability to lift and carry up to 15-20 pounds

Ability to sit, stand and walk for prolonged period of time throughout the work day

Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

The information contained here is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Reasonable accommodations may be made to assist qualified disabled persons to perform the essential functions of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

JOB TITLE: | REPORTS TO: | Regional Client Success Manager

Client Success Manager | FSLA STATUS: | Exempt

Client Success Manager | VERSION:

Employee Acknowledgment of Job Description | Employee Acknowledgment of Job Description

I have read and I understand the Job Description for the position of Client Success Manager. I am able to perform the essential functions and physical requirements of the job with or without reasonable accommodation. | I have read and I understand the Job Description for the position of Client Success Manager. I am able to perform the essential functions and physical requirements of the job with or without reasonable accommodation.

Employee Signature | Date

Manager Signature | Date