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

Job Summary / Purpose:

The Regional Client Success Team Manager will ensure that once clients are assigned to a Client Success Manager the client information is up to date in ClearCare. They will also ensure that standards are met in ongoing assessment requirements and any clinical requirements in regulated states. The Regional Client Success Team Manager will maintain visibility with the client and will be ready to handle any escalated issues. This position should be aware of client service and recognize when satisfaction or needs of clients are shifting. The Regional Client Success Team Manager will supervise a team and should have good experience gathering and analyzing data for efficiency and results oriented reporting

Essential Duties and Responsibilities:

Manage team of Client Success Manager access the region

Ensure all clients are assigned to a Client Success Manager

Continuously monitor ClearCare system for up to date information on all clients

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

Lead local training operations, ensuring that new care team members integrate well into the team, ensuring all policies and procedures are understood, and ensuring proper professional development within the team

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

Ensure that the care plan is current, understandable and easily translatable to all personnel

Audit for quality assurance and home visit/reassessment compliance

As needed, receive escalated issues and coordinate resolution for clients

Supervision of team and understand client load and maintain rotation for client assessment

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

Set and enforce standards for client relations

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

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

Ability to gather data to analyze and report on trends and outcomes

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

Excellent written and verbal communication skills

High service orientation

Drivers 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 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 Leadership

Regional Client Success Team Manager | FSLA STATUS: | Exempt

Regional Client Success Team 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 Client Success Team 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 Client Success Team 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