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TheKey · 1 day ago

Client Care Manager

Omaha, NE

Full-time

Onsite

Mid Level

3+ years exp

TheKey is a company dedicated to providing comprehensive, concierge-based care for clients aging at home. The Client Care Manager is responsible for converting potential clients, developing care plans, ensuring quality care experiences, and maintaining client satisfaction and retention.

Elder CareHealth CareHome ServicesNursing and Residential Care

Responsibilities

Understanding the prospective client including proactively identifying areas of interest, reaching out prior to the first meeting and, having a collaborative relationship with clients and family members

Conducting in- person client assessments 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

Selling TheKey’s services by educating the client and the family members about what type of services would be appropriate following the assessment, understanding the language of the client agreement, building rapport to create engagement and obtaining agreement

Prior to the start of care, the Client Care Manager ensures all agreements are signed and all information is gathered in the client assessment and transferred to all software systems

Client Care Managers will conduct assessments, regular home visits, reassessments as needed and when there is a change of condition, provide updates to the care plan and communication to the Staffing Managers. This includes on-site training of caregivers as needed, quality assurance visits and regular review of care notes

Determining the rate the client will pay for TheKey’s services

Client Care Managers will look for cross-referral opportunities and other means of increasing business from existing clients

The Client Care Manager provides 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 (where applicable)

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

Marketing and client development, including making presentations to referral sources such as local organizations, fiduciaries, Trust Officers, physician/health care groups, etc

Providing after-hours support for our clients, referral partners and prospective clients (including evenings and weekends) – this support may include email, telephone and/or home visits

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

Ensuring that our client accounts are up-to-date and communicating with families (and/or financial managers) in the event of overdue balances

Exercise and apply home care knowledge, business goals and care management goals that meets state home care regulations

Additional duties and responsibilities as may be assigned by your supervisor