Client Success Manager

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Essential Duties and Responsibilities:

• Manage a team of Caregiver Managers in a designation location(s), poviding supervision including coaching, counseling, and, ensuring that the Caregiver Managers and the caregivers are fully prepared for assigned duties.
• Recruit, interview, screen and, hire new caregiver managers in their respective location(s)
• Ensure that Caregiver Managers are assigning the best caregiver for each job based upon relevant factors.
• Maintain knowledge of current business priorities and market considerations within designated business unit and factor appropriately into staffing decisions
• Oversee client and caregiver scheduling including educating on the importance of accuracy in schedules, rates, personnel and care notes, meeting payroll and billing deadlines
• Ensure compliance with any applicable Labor or Home Care Regulations.
• Coordinating with our HR Team to ensure that proper protocols are in place for employee recognition, employee discipline and warnings, employee termination, incident investigation and resolution, injury and worker’s compensation management, use of paid sick time, and other HR issues.
• Ensure that performance evaluations for Caregivers are completed, offer feedback, and implement development plans to enhance caregiver skills and performance.
• Ensure that caregivers are matched appropriately with clients based on the needs of the client, the caregivers' skills, experience, and availability.
• Providing excellent customer service and responsiveness to local teams in their efforts to follow state and federal laws in their work with employees; serving as mentor and coach to local team members for caregiver employee relations issues
• Conduct regular assessments of care services to ensure caregiver compliance with established organizational standards and state regulations.
• Implement quality improvement initiatives based on feedback and evaluation results to enhance the quality of care provided.
• Provide direct support for escalated problem resolution
• Support and facilitate ongoing training for caregivers to enhance their skills
• Ensure that caregiver managers are keeping caregivers are up to date in their licensing and compliance 
• Review caregiver manager payroll, including timekeeping, time off requests and approve daily/weekly for payroll processing.
• Document incoming concerns from clients and report to management as applicable; identify trends and offer suggestions to improve the overall effectiveness of Caregivers
• Understand client and caregiver schedules including educating on the importance of accuracy in schedules, rates, personnel, and care notes, meeting payroll and billing deadlines
• Meet caregiver retention guidelines, and develop and implement retention improvement plans.
• On-call and after-hours support as needed
• Additional duties as assigned

Required Skills, Education, and Certifications:

• Bachelor’s degree in a related field or the equivalent experience.
• 3 years’ Supervisory experience
• 5 years’ experience in health care, elder care, social work or related industry
• Ability to multi-task, work under pressure with changing priorities and stated deadlines, and effectively handle a heavy workload
• Ability to effectively communicate, both orally and in writing, with clinical and non-clinical personnel
• Polished communication and presentation skills and ability to develop excellent relationships with field staff
• Computer proficiency and ability to document timely and accurate notes in the system

Physical Requirements:

• Ability to travel approximately up to 20% of the time
• Ability to lift and carry up to 15-20 pounds
• Ability to sit, stand, and walk for prolonged periods of time throughout the workday
• 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.

Benefits for full time employees

• 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
   

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.

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