Client Care Manager

About Us

TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care for nearly 20 years. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams receive the training, resources, and support needed to deliver an exceptional care experience. Founded in Silicon Valley, TheKey now serves clients throughout North America, enabling them to live life on their own terms, in their own homes.

TheKey is led by a diverse team with expertise in home care, senior care, healthcare, technology, operations, transformation, and customer experience. Our Scientific Advisory Board, composed of nine experts in brain health, aging, and geriatrics, guides our work alongside clinical and care teams who bring it to life daily. What unites everyone at TheKey is a shared passion for reimagining aging at home and a mission to help older adults access the services and tools they need to age well, where and how they want.

About the Role

The Client Care Manager oversees a group of clients with varying needs and hours. This role partners with clients, families, and medical professionals to design tailored service plans and is responsible for the selection, guidance, and supervision of Caregiver teams. You will make adjustments as needed to maintain high levels of client satisfaction and retention, playing an integral part in the site’s performance and success.

Ideal Candidate

The ideal candidate has a background in scheduling, care coordination, or client management, with experience in healthcare, elder care, social work, or a related industry. We seek someone proactive, with the foresight to resolve potential problems before they arise and the ability to identify client needs prior to initial meetings. Exceptional communication skills, high emotional intelligence, and the ability to thrive in a fast-paced environment with complex family dynamics are essential.

Candidates should leverage AI tools strategically and responsibly to enhance efficiency, improve client outcomes, and support data-informed decision-making. We value individuals who balance technology with a human-centered approach, finding fulfillment in making a meaningful daily impact on the lives of seniors through a holistic, person-centered approach.

Responsibilities

• Oversee day-to-day client relationships and the delivery of high-quality, holistic care tailored to individual needs.
• Conduct assessments with prospective clients to design service plans and build rapport with families.
• Manage and supervise caregiver teams, ensuring care plans are documented, updated, and effectively implemented.
• Proactively communicate with internal and external stakeholders to evaluate solutions and ensure client satisfaction.
• Handle escalations, ensure regulatory compliance, and identify opportunities to grow the business through quality service.
• Manage the Start of Care process to ensure high-quality experiences and complete satisfaction for new clients.
• Conduct in-person re-assessments and quality assurance visits to evaluate home safety, daily routines, and evolving client needs.

Requirements

• Bachelor’s Degree in Human or Health Services or a related profession from an accredited university preferred, or equivalent work experience.
• 3 years of experience in healthcare, elder care, social work, or a related industry preferred.
• Excellent customer service and conflict resolution skills.
• Computer proficiency and EMR (Electronic Medical Records) experience.
• Current driver’s license and proof of insurance.

Physical Requirements

• Ability to travel locally up to 75% of the time.
• Ability to lift and carry up to 20 pounds.
• Ability to stand or walk for prolonged periods.
• Ability to use standard office equipment.

Pay

$65,000 - $101,000 annually plus incentives.

Benefits

• Medical, Dental, and Vision Insurance.
• TouchCare VirtualCare.
• Life Insurance.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• 401(k) Matching.
• Employee Assistance Program.
• PTO Plan for Non-Exempt Employees.
• Flexible PTO Plan for Exempt Employees.
• Paid Holidays and Floating Holidays.
• Pet Insurance.