RN Client Success Manager

About the role

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.

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.

Responsibilities

• Manage the day-to-day client relationship and delivery of quality care
• Identify and focus 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
• Conduct 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
• Collaborate and communicate 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 evaluate potential solutions to client needs
• Act as subject matter expert for all quality control and quality assurance matters
• Ensure 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