Homeoffice Lead Home Care Advisor presso TheKey
TheKey · Mountainside, Stati Uniti d'America · Remote
- Professional
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.
At TheKey, we understand that families often reach out in moments of uncertainty, stress, or urgency. They are looking for more than just answers; they are seeking clarity, calm, and trust.
This isn't just an inside sales role—it's the beginning of a seamless care experience. We are looking for a dedicated and empathetic leader who can serve as the brand voice for TheKey, expertly guiding prospective clients and referral partners from inquiry to enrollment. Your ability to listen with empathy, respond with expertise, and convert with compassion is what sets TheKey apart.
What You'll Be Doing: Core Impact & Responsibilities
You will be responsible for overseeing the entire intake process within your region, ensuring high standards of service delivery and consistent achievement of performance metrics.
Client Engagement & Conversion:
First Point of Contact: Serve as the first empathetic touchpoint for all prospective clients and referral sources via phone, email, or web inquiry.
Establish Trust: Quickly build rapport through warmth, professionalism, and expertise, conducting discovery conversations to thoroughly assess needs and fit for services.
Value Presentation: Clearly and confidently present TheKey’s unique value proposition, guiding qualified callers toward the next critical step (care assessment or service start).
Lead Conversion: Consistently meet or exceed monthly goals for converting inquiries into service starts while providing helpful resources to those who are not a fit.
Operational Excellence & Call Quality:
KPI Achievement: Maintain exceptional performance, including achieving 95%+ Calls Answered and meeting aggressive targets for Speed to Answer and Lead Conversion.
First Call Resolution (FCR): Aim to resolve or move the caller to the next step during the initial interaction to optimize efficiency and client satisfaction.
Documentation Accuracy: Deliver conversations that reflect TheKey’s standards, ensuring 100% of calls are accurately logged in the CRM system (Salesforce) with thorough, high-quality notes that eliminate the need for families to repeat themselves.
Collaboration, Outreach, and Lead Development:
Referral Management: Foster and maintain strong relationships with referral partners using creative outreach strategies and clear, consistent communication to ensure sustained engagement and growth.
Process Optimization: Work closely with internal teams (Client Success, Operations, and Sales) to proactively identify and resolve bottlenecks, ensuring a seamless intake-to-care transition.
External Liaison: Act as a key point of contact for external agencies and community partners, representing TheKey as a trusted, high-quality partner.
What You'll Bring to TheKey
Experience: 5+ years of previous experience in a high-volume intake or inside sales role is required. Experience in the healthcare or senior care industry is highly preferred.
Education: Bachelor’s degree in a related field or equivalent work experience.
Communication Mastery: Excellent communication, interpersonal, and problem-solving abilities, especially over the phone and in high-stakes situations.
Technical Skills: Proficiency in CRM systems, specifically Salesforce, for lead generation, tracking, and disposition management.
Work Ethic: Proven ability to multitask, prioritize, and work under pressure in a fast-paced environment while maintaining acute attention to detail and compliance standards.
Flexibility: Ability to travel within the region up to 15% of the time as required for partner coordination and team meetings.
Apply Now
If you are a compassionate professional who excels at both empathetic client engagement and rigorous operational performance, we invite you to apply. Join TheKey and help us redefine the beginning of the care journey.
Physical Requirements:
- Ability to travel approximately up to 15% of the time
- Ability to lift and carry up to 15-20 pounds
- Ability to sit, stand and walk for prolonged period of time throughout the work day
- Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.
The information contained here is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Reasonable accommodations may be made to assist qualified disabled persons to perform the essential functions of the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Benefits for full time employees
- Medical/Dental/Vision Insurance
- TouchCare VirtualCare
- Life Insurance
- Health Savings Account
- Flexible Spending Account
- 401(k) Matching
- Employee Assistance Program
- PTO Plan for Non-Exempt Employees
- Flexible PTO Plan for Exempt Employees
- Holidays and Floating Holidays
- Pet Insurance
TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
California Residents Only:
In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.
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