Accountancy Client Services Director

2 weeks ago


Markham, Canada Bayshore HealthCare Full time
p>JOB SUMMARY

The Client Service Manager, under the direction of the Contact Centre Manager, oversees the coordination of client care schedules by the Client Service Coordinators. They are responsible for overseeing the timely data entry of all client referrals, new orders, and updated information. The Client Service Manager oversees all aspects of client service including but not limited to difficult situations related to client care, staff and client schedules, implementing and managing scheduling processes to ensure that scheduling complies with Integrated Care Solutions - Bayshore Healthcare policies and client needs.

DUTIES AND RESPONSIBILITIES

  1. Oversee client service coordination area in consultation with the Clinical Managers/Area Directors; facilitate/promote the filling of all service requests; schedule licensed and unlicensed employees for care and service assignments such that there is an appropriate match between the client’s needs and the qualifications, skills, and abilities of Field employees; monitor and promote consistency of caregiver assignments and coordination of services.
  2. Arrange systems training for Client Service Coordinators.
  3. Performance Management of the Team: Performance Reviews, Documentation, Staff One on Ones.
  4. Handle and document prospective client inquiries regarding requests for care and service.
  5. Notify clients and Field employees regarding initial and ongoing schedules.
  6. Problem-solve issues related to scheduling Field employees and/or client care and service.
  7. Complete data entry and maintain accurate and current scheduling documentation.
  8. Assist with the recruitment and orientation of Client Service Coordinators as requested.
  9. Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; li>
  10. Adhere to Integrated Care Solutions/Bayshore Policies and Procedures.
  11. Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
  12. Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

This position is Hybrid 3 days in office 2 days remote, Monday through Sunday – between 5am and 10pm. Rotating shifts - Some travel required.

Experience

  • A minimum of five years related customer service experience with progressive responsibilities in a management capacity.

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