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.

Job Summary / Purpose:

The RN Client Success Manager is responsible for ensuring that TheKey delivers consistent, quality care to our clients. Responsible for maintaining accurate and up-to-date client care plans through consistent re-assessments and reports, monitoring client care to ensure appropriate delivery of care, analyzing and determining when additional or different care may be beneficial, and building a strong relationship with the client and his/her support system. 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 RN 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 the larger community.

Essential Duties and Responsibilities:

Manage the day-to-day client relationship and delivery of quality care
Identifying and focusing on a holistic approach to client care with a focus on quality of life, including recommending new and/or specific avenues to improve client care and experience

Conducting in- person nursing initial and reassessments 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 converting them into active service with a Care Plan tailored to their unique needs. The assessment includes the informal and formal support systems and caregiving needs.

Utilize interpersonal relationships and communication skills to build rapport with the client and fortify the relationship with the client and the client’s support system
Ensure that TheKey care team is up-to-date with all relevant information and the care plan is thoroughly documented and routinely updated
Collaboration and communication with internal and external customers on a regular proactive basis, including, daily, weekly, and/or monthly meetings, as appropriate
Consult with the client regarding their specific needs and preferences, experience and objectives, and evaluating potential solutions to client needs
Acting as subject matter expert for all quality control and quality assurance matters

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

Ensure caregivers meet state requirements, are adequately trained to perform their responsibilities and receive RN instruction and/or supervision as required.
Understand each new client’s needs by conducting a thorough initial assessment or a review of previously completed assessment
Follow the Start of Care Process to ensure a quality experience by providing extra support for new client cases to ensure complete client satisfaction
Conduct 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, and the client’s preferences and needs.
Proactively assessing and reassessing client needs and referring the client to additional services, adjusting services, or adjusting caregiving staff
Communicate effectively with the interdisciplinary team to ensure an overall quality experience, including the best possible caregiver match, the accuracy of client billing, and long-term care insurance benefit utilization. Managing Caregiver introductions to clients and families and recommending additional training for caregivers as care needs evolve
Manage escalations and/or complaints from clients, caregivers, and others and utilizing their judgment and discretion to resolve them
Reviewing and adjusting the client rates as the care progresses with consideration of changing care needs; quality service, service issues, and overall client satisfaction
Ensuring compliance with all state regulations and following all company guidelines
Recommending and/or implementing policy and/procedures to address specific or a group of clients
Look for cross-referral opportunities and other means of increasing business from new and existing clients
Support on-call and after-hours support as needed
Additional duties as assigned

Required Skills, Education, and Certifications:

Current Registered Nurse license in the state of employment; continued employment is contingent upon maintaining active license in good standing; BSN 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 accurate and timely notes in systems related to client visits
Current driver’s license and proof of insurance

Physical Requirements:

Ability to travel locally approximately up to 75% 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 workday
Ability to use standard office equipment

Salary Range: $101k-$121k DoE

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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RN Client Success Manager