2022-05-24_angie.markwell_JD - Regional Care Solutions and Client Success Manager (1).docx

Job Summary / Purpose:

The Regional Care Solutions and Client Success Manager will be responsible to direct incoming requests for potential services to appropriate personnel. They will also ensure that standards are met in ongoing assessment requirements and any clinical requirements in regulated states. TRegional Care Solutions and Client Success Manager will maintain visibility with the client and will be ready to handle any escalated issues.This position may provide in-person or virtual assessments to clients with a complex presentation. TRegional Care Solutions and Client Success Manager will supervise a team and will handle escalated issues. When needed, this position will discuss and obtain client agreements prior to initiating services with a foccus on achieving a high conversion rate with the appropriate case mix for TheKey.

Essential Duties and Responsibilities:

Manage team of Care Solution and Client Success Managers across the Region

Lead the growth of the region and ensure growth targets are meet, exceed our annual goals, and create a strong care management team

Improve client retention, by implementing strong processes and oversight for the care management team, to ensure strong relationships with all clients

Partner with referral sources to ensure strong communication and satisfaction, including making presentations to local organizations, fiduciaries, Trust Officers, physician/health care groups, etc.

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

Periodically make field visits with the Client Success Manager to observe and educate

Audit for quality assurance and home visit/reassessment compliance

Assign the case to a Care Solution Manager

Manage Sales Force data and audit/monitor team’s entries for quality assurance

Follow up on the assessment and service outcome with a quality assurance focus

When a case is complex or as requested by a referral partner this position will personally contact the Client and/or family in a timely manner to evaluate the client as a match for our services, this includes review of scope requested, and proposed hours

As needed, assist to assign an in-home assessment by qualified personnel

Manage the recruitment, training & leadership of new member to the Client Care Team

Ensure a complete assessment ensuring appropriate information is gathered for Client Relationship Managers, Staffing Managers and, Caregiver Ambassadors to understand and communicate as need to create ideal caregiver match

Periodically make field visits with the team to observe and educate

Set and enforce standards for client relations

Ensure all systems are updated with relevant information and signed client agreements

Provide quality support for clients and their families in the variety of issues that come up through phone calls and emails or in review meetings. Demonstrate TheKey’s commitment to excellence in these interactions

Strive for high conversion rate of appropriately matched clients. Provide feedback on barriers to achieving our ideal client

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

3+ years’ supervisory experience

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

Innovative, creative thinking skills to ensure the organization is providing a cutting edge client experience

Understanding how to successfully work with key referral sources

Driver’s license in good standing with proof of insurance

Physical Requirements:

Ability to travel approximately up to 50% 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

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 Leadership

Regional Care Solutions and Client Success Manager | FSLA STATUS: | Exempt

Regional Care Solutions and 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 Regional Care Solutions and 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 Regional Care Solutions and 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