Client Success Manager - Montréal, Canada - The Key (Formally Home Care Assistance) - Soins À Domicile

Description

Job Summary / Purpose:

The Client Success Manager is responsible for ensuring that TheKey delivers a quality care experience to our clients and that the client care plans for each client are continuously kept up to date by in-person or virtual reassessment and reports.

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 Client Success Manager is responsible to ensure we are the provider of choice. This position should partner with community resources and referral partners, always ensuring our reputation of quality care is maintained.

The 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 in the larger community.

Essential Duties and Responsibilities:

• Understanding the new client including proactively identifying areas of interest, reaching out immediately after the client has been assigned to you and calendaring a first meeting and, having a collaborative relationship with clients and family members.
• Conducting inperson client 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. The assessment includes the informal and formal support systems and caregiving needs.
• After receiving the assignment, ensuring that ClearCare is up to date with all relevant

information.

• Making regular home visits, and reassessments as needed, and when there is a change of condition, provide updates to the care plan and communication to the team. This will include recommendation of the ideal caregiver for the client's needs and noting specialized training of caregivers as needed, quality assurance visits, and regular review of care notes.
• Caregiver introductions to client and families
• Reviewing of the client rates as the care progresses
• Looking for crossreferral opportunities and other means of increasing business from existing clients.
• Providing 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

• Supporting ongoing client retention through handson attention, client appreciation initiatives and relationships with the clients and their families.
• Implementing TheKey operating model and following all company guidelines and applicable state regulations.
• Additional duties as assigned.

Competencies:

• Bachelor's Degree in gerontology, health care, social work or related profession from an accredited university 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 timely and accurately notes in system related to client visits
• Current driver's license and proof of insurance

Physical Requirements:

• Ability to travel approximately up to 30% of the time
• Ability to use standard office equipment such as personal computer, laptop, telephone,

photocopy machine, etc.


Job Types:
Full-time, Fixed term contract

Contract length: 3 months


Salary:
$65,000.00-$80,000.00 per year


Benefits:

• Company events
• Dental care
• Extended health care
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift
• On call

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Montréal, QC: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's Degree (preferred)

Language:

• English and French (required)

Work Location:
In person