TheKey

On Call

• Managing a variety of inbound tickets with the potential to answer live phone calls
• Deliver exceptional customer service to our caregivers and clients through phone and email correspondence
• Maintain detailed, accurate records of all transactions, interactions and requests
• Resolve tickets by ensuring effective communication, accurate documentation, systems updates and coordination with field teams.
• Accept coaching and feedback from team leaders to foster continuous improvement in your role
• Demonstrate reliability through punctual and consistent attendance
• Always maintain a professional, respectful, and courteous demeanor when interacting with caregivers, clients and coworkers
• Perform other duties as assigned by leadership

National On-Call Coordinator

Compliance

• Support the company’s overall compliance objectives, particularly regulatory compliance related to home care and/or home health services.
• Maintain nationwide licenses, business registrations, regulatory filings, accreditations, Certificates of Insurance, and material contracts in good standing.
• Coordinate and prepare regulatory applications, renewals, change notifications, and supporting documentation for state licensing agencies.
• Proactively collaborate with internal departments, operational leaders, vendors, and external agencies to ensure timely completion of filings and compliance-related activities.
• Assist with workflow development, process improvement initiatives, and implementation of compliance-related operational procedures.
• Support internal compliance audits, corrective action follow-up, and monitoring activities.
• Analyze and interpret state and federal regulatory requirements and communicate impacts to internal stakeholders.
• Demonstrate a metrics-driven approach to tracking and measuring compliance project outcomes and operational performance.
• Coordinate preparation of document packages for regulatory submissions, audits, surveys, inspections, and accreditation reviews.
• Maintain organized and accurate compliance records and documentation.
• Assist the Director of Compliance and Chief Compliance Officer with regulatory research, policy review, compliance investigations, reporting obligations, and special projects as assigned.
• Participate in cross-functional meetings and compliance initiatives to support company-wide regulatory readiness.
• Perform additional duties and responsibilities as assigned by management.

Compliance Associate

General

• Build and maintain strong relationships with community referral sources, manage priority lists, track marketing activities, and represent the organization at networking groups and community events.
• Respond to prospective client inquiries, conduct client assessments, address family concerns, and convert prospects into long-term clients.
• Communicate effectively with internal teams to ensure care plans meet client needs and that relevant information is shared in a timely manner.
• Provide active relationship management for existing cases through home visits and meetings, and assist the team in keeping client accounts up-to-date with the finance/billing department.
• Deliver after-hours support—including evenings and weekends—via email, telephone, or home visits for referral partners, prospects, and active clients.
• Maintain a working knowledge of regulatory compliance and licensing requirements, while monitoring the market to identify strategic growth opportunities and evaluate competitors.

Home Care Liaison

Events

• Support clients living with Alzheimer’s, Dementia and/or other cognitive impairments with personalized, 1:1 care in the safety of their homes
• Cognitive & Behavioral Support: Providing gentle reminders, redirection, and structure to reduce confusion and anxiety
• Personal Care: Assisting with dressing, grooming, hygiene, and meals with respect and patience
• Home Safety & Housekeeping: Helping maintain a calm, familiar, and organized environment with basic cleaning, laundry, and organizing
• Transportation: Driving clients to appointments, running errands, and grocery shopping
• Companionship: Offering conversation, music, memory games, or sensory activities tailored to cognitive needs

CNA/PCA/HHA

Accountant

• Oversee fixed asset management (FAM) operations, including depreciation/amortization, disposals, and lease modifications.
• Support day-to-day accounting functions, including posting journal entries.
• Execute month-end close tasks accurately and efficiently in accordance with the established closing schedule.
• Prepare detailed and organized monthly account reconciliations within assigned deadlines.
• Assist with internal and external audits by preparing requested schedules and supporting documentation.
• Contribute to process improvement initiatives to drive operational efficiency across the department.
• Develop, update, and maintain standard operating procedures (SOPs) and department documentation.
• Leverage AI tools to streamline workflows and optimize team efficiency.
• Perform other duties and ad hoc projects as assigned by leadership.

Staff Accountant

Financial Planning and Analysis

• Planning and forecasting.
• Build and maintain financial models and recurring reports with precision and timeliness.
• Support the forecast and budget process through accurate, well-organized schedules.
• Conduct variance and trend analysis, developing an understanding of the underlying business drivers.
• Gather and validate data and manage inputs to ensure analyses reconcile to source systems.
• Develop dashboards and reporting workflows, identifying opportunities to reduce manual effort.
• Develop fluency in the operational drivers, KPIs, and economics of home care.
• Communicate findings clearly and escalate issues promptly.
• Apply approved AI tools and automation to improve reporting efficiency.

Financial Analyst

Procurement

• Provide critical operational support to the Real Estate and Procurement team.
• Maintain and optimize standardized procurement processes, perform vendor performance analytics, and ensure seamless operation of physical office facilities.
• Act as a key liaison between internal departments and external service providers to ensure cost-efficient procurement activities and proactive facility maintenance.
• Manage day-to-day facility needs, coordinate office improvements, and schedule regular facility inspections and repairs.
• Generate reports on vendor performance metrics and provide regular reporting on occupancy costs and utility usage.

Procurement and Facilities Coordinator

Manager

• Serve as the primary day-to-day operational lead for assigned national partner accounts.
• Own the daily execution and coordination needs of assigned partners, ensuring requests are handled accurately, consistently, and on time.
• Support partnership cadence activities including weekly check-ins and monthly business reviews by preparing materials, tracking action items, and ensuring follow-through on operational commitments.
• Partner closely with centralized teams to execute deliverables tied to specific partnership needs, ensuring timely and accurate completion of required work.
• Support key components of partner-related projects such as launches, expansions, pilots, and integrations, contributing to execution against defined timelines and deliverables.
• Collaborate closely with cross-functional teams to ensure alignment on timelines, dependencies, and readiness milestones, escalating issues when needed to maintain progress.
• Support the development and maintenance of Salesforce dashboards and Tableau reporting by ensuring data accuracy, completeness, and timely updates.

National Accounts Manager

• Responding to prospective client inquiries, providing them with information about TheKey service, and scheduling in-home assessment or start of service.
• Conducting nursing assessments with prospective clients, addressing their questions and concerns, building relationships with their families and converting them onto active service with a Care Plan tailored to their unique needs.
• Providing excellent care management for all clients, especially Tier A clients who receive full-time care. Care management services include regular home visits, performing re-assessments of client condition, providing oversight of the established care plan and training caregivers to provide for client needs and in compliance with state regulations.
• Responding to client or caregiver incidents in the home, service issues or quality of care concerns, ensuring all parties are satisfied with the resolution and issues are documented as required.
• Providing extra support for new client cases, including home visits during the first caregiver schedule and/or within the first two weeks of service, to ensure complete client satisfaction.
• Ensuring TheKey caregivers/clinicians meet state requirements, are adequately trained to perform their responsibilities and receive Nurse instruction and/or supervision as required.
• Communicating effectively with team members to ensure accuracy of client billing, long-term care insurance communication (where applicable), caregiver matching, schedules and payroll.
• Supporting ongoing client retention through hands-on attention, client appreciation initiatives and relationships with the clients and their families.
• Maintaining all client records, notes and files and ensuring that activity is promptly and accurately documented.
• Working with referral sources to ensure strong communication and satisfaction and increase referrals, including making presentations to local organizations, fiduciaries, Trust Officers, physician/health care groups, etc.
• Providing after-hours support for clients, referral partners and prospective clients (including evenings and weekends) – this support may include e-mail, telephone and/or home visits.
• Implementing TheKey operating model, strengthening the brand across the service area, 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.
• Additional duties and responsibilities as may be assigned by your supervisor.

Clinical Care Manager

• Building expertise in every phase of TheKey operations, client management, caregiver, staffing, client acquisition, lead intake, client care management, and referral marketing
• Responsible for the location’s financial performance, growth, and profitability.
• Lead a cross-functional team supporting clients and caregivers; ensuring that departments deliver quality care to clients
• Creating and sustaining relationships with key partners to build brand awareness and generate new clients for TheKey
• Responding to new inquiries and performing assessments with prospective clients, addressing their questions and concerns, building relationships with their families, and converting them into TheKey clients
• Improving client retention by implementing strong processes and oversight, to ensure strong relationships with all clients, including regular visits and re-assessments, family & POA communications, and regular client interaction to ensure the ongoing client satisfaction
• Overseeing day-to-day operations in the assigned location(s).
• Contributing to our strategic plans, roadmaps, and goals for their assigned market, as well as additional territories that may be identified as potential development
• Understanding our competitors and the professionals in the local industry, helping us lead the competitive landscape, identifying potential ways for us to further build out our team by identifying high-potential talent
• Leading or supporting the recruitment, training, and development of new team members
• Providing after-hours support for partners, prospective and current clients (including evenings and weekends)
• Assisting the billing team to ensure client accounts are up-to-date and communicating with families and/or financial managers as needed for collections issues
• Additional duties and responsibilities as assigned

General Manager

Communications

• Develop and maintain content strategies that support company-wide initiatives, promote recognition programs, and connect employees to our mission and values.
• Own the end-to-end execution of internal communications, from content creation to delivery across email, intranet, newsletters, Workplace, and events.
• Manage the internal communications calendar, balancing requests across departments, prioritizing clarity and timing, and maintaining alignment with business objectives.
• Plan and produce content for a variety of formats and audiences, including: Company-wide newsletters, Executive and leadership updates, DEI, culture, and wellness campaigns, Town halls and leadership presentations, Video scripts, audio recordings, and talking points.
• Champion modern content delivery, focusing on short-form, visual, and shareable formats over dense, text-heavy communications.
• Consult and support functional teams on messaging tone, structure, and best practices to elevate internal storytelling and build employee trust.
• Manage and maintain the company intranet (e.g., LumApps), including editorial planning, content quality control, and collaboration with internal stakeholders for story sourcing.
• Ensure sensitive communications for protected audiences are handled with discretion, security, and care.
• Support the company’s digital employee experience, ensuring all content platforms are up-to-date, intuitive, and accessible.

Manager – Internal Communications, Culture

Human Resources

• Serve as a key advisor to leaders at all levels
• Coach leaders on communication strategies and documentation expectations
• Partner with HR leadership to develop pro-business solutions
• Manage and resolve complex employee relations cases
• Conduct thorough investigations while maintaining confidentiality
• Review termination recommendations and guide leaders

National On-Call Coordinator

Compliance Associate

Home Care Liaison

CNA/PCA/HHA

Staff Accountant

Home Care Liaison

Financial Analyst

Procurement and Facilities Coordinator

National Accounts Manager

Clinical Care Manager

General Manager

Manager – Internal Communications, Culture

Employee Relations Specialist