TheKey

• 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

Role Description - Serve as the primary intake point for new ER cases, assessing urgency, risk level, and required routing. - Categorize cases according to the ER tiering system and initiate case files in FreshService. - Conduct administrative elements of ER investigations including scheduling interviews, gathering documents, and maintaining confidential case notes. - Ensure timely and accurate documentation of all ER activity in accordance with internal processes, compliance standards, and audit expectations. - Lead Tier 1 and Tier 2 investigations (policy violations, attendance, low-level conflict, standard performance matters, early-stage professionalism issues). - Prepare objective summaries, timelines, and findings for review by the Senior Advisor. - Partner with leaders (CGMs, GMs, RDs, RDBDs) to ensure alignment on next steps, expectations, and corrective action recommendations. - Provide coaching to leaders on documentation practices, communication expectations, and policy adherence. - Support Senior Advisor with higher-tier cases through intake, data gathering, interview support, and follow-up. - Guide leaders on consistent application of progressive corrective action including Documented Counselings and Written Warnings. - Support the creation and delivery of performance documentation under the direction of the Senior Advisor. - Reinforce organizational best practices related to investigations, reporting, and documentation standards. - Maintain accuracy of ER data, tagging, and categorization within FreshService. - Assist with auditing cases to ensure completeness and compliance. - Support the development and rollout of ER training, toolkits, forms, and resources. - Contribute to dashboards and reporting metrics used by leadership to identify trends and areas of risk. - Collaborate with the HR Service Center, Payroll, Benefits, Operations, Sales, and Talent Acquisition to ensure aligned and coordinated support. - Demonstrate a high level of customer service to both caregivers and leaders while maintaining neutrality and objectivity. - Provide follow-up and closure communication to ensure leaders understand outcomes and expectations. Benefits - 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 Company Description 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.

Role Description - 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 Benefits - 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 Company Description 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.

• Conduct structured audits of care documentation, service delivery practices, quality assurance visits, reassessments, and related quality indicators to evaluate adherence to standards and identify variation or risk • Perform targeted audits related to client experience concerns, caregiver continuity disruptions, complaints, incident patterns, and escalation themes • Review and validate integrity of key operational and clinical data, identifying documentation gaps, trends, and areas requiring follow-up • Support development and refinement of audit tools, scoring frameworks, and monitoring methodologies aligned with enterprise quality priorities • Participate in root cause analyses and trend reviews to identify systemic drivers of service issues and opportunities for prevention • Oversee ongoing monitoring and analysis of Medallia feedback, Client Experience Alerts (CEAs), relevant WellSky tags, and other quality indicators to identify patterns, escalation risks, and opportunities for intervention • Conduct routine audits and trend reviews of client experience signals, including dissatisfaction drivers, service recovery follow-through, and documentation associated with quality-related tags • Partner with Operations and Quality leaders to ensure insights from Medallia, CEAs, and WellSky data are translated into corrective actions, coaching priorities, and systemic improvements • Support development and maintenance of dashboards or scorecards tracking experience, integrity, and outcome indicators, escalating themes that may impact retention, safety, or service excellence • Monitor consistency and integrity of quality-related tagging and documentation practices to improve reliability of reporting and downstream decision-making • Analyze audit findings, experience data, and quality indicators to generate actionable recommendations that improve outcomes, safety, and retention • Identify early signals associated with client dissatisfaction, service instability, or avoidable churn and escalate findings appropriately • Collaborate with leaders to translate findings into improvement plans, process redesign, and risk reduction strategies • Help strengthen feedback loops between audits, education, and field execution to promote continuous improvement • Inform workforce development priorities by identifying recurring practice gaps or coaching opportunities emerging through audits • Partner with training and quality leaders to support development of job aids, calibration tools, and learning interventions based on audit findings • Contribute to a learning-oriented, non-punitive audit culture focused on reliability, excellence, and improvement • Prepare routine and ad hoc reports summarizing audit trends, themes, risks, and improvement opportunities for leadership review • Maintain dashboards and audit scorecards supporting quality monitoring and decision-making • Contribute to development of predictive or proactive quality surveillance approaches, including use of technology-enabled monitoring tools • Support special projects related to quality integrity, service reliability, and clinical excellence • Other duties as assigned.

• Design and develop digital learning content using tools such as Synthesia, Articulate Rise 360, and other e-learning platforms. • Create onboarding modules, role-based curricula, microlearning assets, and refresher training. • Translate clinical, quality, and operational standards into learner-friendly content and step-by-step guidance. • Partner with subject matter experts to gather inputs and ensure accuracy and relevance. • Update and maintain learning content to reflect changes in policies, workflows, clinical standards, or regulatory requirements. • Produce video-based learning assets using Synthesia and similar tools. • Collaborate with Quality, Operations, Sales, and other Corporate teams to support training initiatives and new program launches.

• Lead the build-out, launch, and scale of private-pay home health services in Southern California • Serve as Administrator of Record for the Southern California home health agency, ensuring compliance with all state licensing and regulatory requirements • Partner with the President to define and execute market entry strategy, growth roadmap, and long-term vision • Provide strategic and operational oversight of the Concierge Nursing Referral Services (CNRS) across all active states • Establish and build clinical quality frameworks and performance standards across both home health and registry service lines • Recruit and build a high-performing interdisciplinary team

• Define and maintain the enterprise AI strategy and multi-year roadmap aligned to TheKey's strategic pillars. • Establish and chair the AI Governance Committee; develop policies for responsible AI use, model risk management, bias monitoring, and regulatory compliance. • Present business cases, ROI analyses, and architectural recommendations to the Architecture Review Board for funding and prioritization decisions. • Define KPIs, success metrics, and a continuous-improvement feedback loop for all AI pilots and production deployments. • Build, mentor, and manage a high-performing AI Integration team responsible for delivering AI solutions. • Own end-to-end delivery of AI-powered integration projects. • Drive change management and adoption programs in partnership with operations and training teams. • Serve as the AI domain lead within the enterprise architecture function. • Partner with data engineering to design and maintain curated, governed data pipelines that feed AI/ML models. • Evaluate, score, and recommend AI/ML vendors and tools through the IT intake and scoping process; manage vendor relationships post-selection. • Translate complex AI concepts into clear, actionable narratives for executive leadership, clinical directors, and field operations teams.

• Contribute to and execute a roadmap that positions TheKey's data platform as AI-ready — well-structured, richly documented, and accessible for machine learning and generative AI use cases. • Champion the adoption of AI and automation tools within the data engineering team to increase delivery velocity and reduce manual effort. • Partner with business and technology stakeholders to align platform capabilities with analytics and AI initiatives. • Lead the design and governance of a metadata-rich data lake in Google BigQuery, ensuring datasets are tagged, documented, and contextualized. • Establish and enforce standards for data cataloging, semantic tagging, lineage tracking, and business glossary definitions. • Drive adoption of tools such as Google Dataplex or equivalent for automated metadata management and data quality enforcement. • Build and maintain scalable data pipelines, leveraging AI-assisted development tools to accelerate development and reduce errors. • Implement AI-driven testing and observability frameworks to automatically validate pipeline outputs, detect anomalies, and enforce data quality. • Define and enforce data governance frameworks that support both regulatory compliance and AI readiness. • Own master data management practices to ensure accuracy, consistency, and a single source of truth for critical business entities. • Directly manage a team of data engineers – providing mentorship, clear expectations, and career development support.

• Partner with market leaders and hiring managers to understand ongoing and unique requirements. • Develop and execute effective recruitment strategies to attract qualified candidates to meet the specific needs of the business, position, and local market dynamics. • Research, identify and implement multiple sourcing channels, including job boards, social media, networking, and employee referrals, to source potential candidates. • Proactively build and maintain a pipeline of talent for current and future hiring needs. • Review resumes and applications to identify candidates who meet the job qualifications. • Conduct initial phone and/or virtual interviews to assess candidate fit and suitability. • Coordinate and schedule interviews with hiring managers. • Ensure a positive and professional candidate experience throughout the recruitment process. • Communicate effectively with candidates regarding job opportunities, interview schedules, and feedback. • Prepare and extend job offers to selected candidates. • Manage the offer process and ensure smooth onboarding of new hires in partnership with the appropriate teams. • Maintain accurate and up-to-date records of candidates and recruitment activities in the applicant tracking system (ATS). • Prepare and submit recruitment reports and metrics as required. • Promote the Company’s employer brand and values to attract top talent. • Participate in job fairs, recruitment events, and industry conferences as needed. • Ensure recruitment practices comply with Company policies, employment laws, and regulations. • Stay current with industry trends, recruitment best practices, and emerging technologies. • Provide feedback and suggestions to improve recruitment processes and tools. • Meets or exceeds established Key Performance Metrics goals in deliver necessary talent to meet business needs, ensure hiring manager satisfaction, and meet operational standards of excellence.

• Provide financial analytical assistance and oversight to the accounting functions • Support the planning, implementation, and oversight of TheKey’s financial strategy • Manage day-to-day close activities, including journal entries, account reconciliations, financial analysis, and preparation of internal and external financial statements • Analyze balance sheet and income statement accounts to ensure accuracy and completeness • Review general ledger activity, including journal entries and supporting documentation • Lead the accounting team performance during the closing process to ensure close deadlines are met • Assist with the development of accounting policies, perform technical account research, and implement new accounting standards • Ensure financial records and reports comply with reporting standards and internal policies • Partner with cross-functional teams to support business initiatives and process improvements • Support external audit processes and related deliverables • Develop and report metrics and KPIs for inclusion in monthly financials and performance scorecards