Client Service Coordinator

2 weeks ago

Scarborough, Canada TransCare Community Support Services Full time

**Position Overview**:
Responsible for scheduling and coordinating client services to ensure a high level of client, partner and worker satisfaction. The position entails direct contact with clients, and managing their needs.

**Primary Duties & Responsibilities**:

- Schedule client requests from intake to termination, with accurate and complete documentation, including all ongoing changes or issues.
- Assign direct service workers for effective client continuity of service and preferences, and efficient worker deployment.
- Monitor client care plans, changing needs, and proactively engage caregivers, contracting organizations, external organization and internal agency resources as appropriate.
- Coordinate information flow from between the client, Agency and funders.
- Resolve day-to-day operational problems, including early identification of emergent issues and monitoring of continuing issues, with escalation to supervisor(s) or manager as appropriate.
- Motivate Personal Support Workers and promote a high standard of service.
- Reconcile payroll time sheets and client schedules and weekly billings for processing.
- Initiate, or initiate and complete, internal and external reports including but not limited to statistics billing, WSIB and incident reporting.
- Participate in client visits or complaint and incident investigation as required.
- Maintain the client base and act as one of the primary contacts for client inquiries.
- Adhere to all regulatory requirements and agency policies and procedures.
- Collaborate with IHS team to ensure operational standards and quality objectives are achieved, and new administrative procedures are implemented.
- Act as back-up to other coordinators and program assistant(s).
- Other tasks as may be assigned.

**Job Specifications: (Minimum Knowledge/Education, Experience, Skills and Abilities normally required for competent performance in the job)**
- College diploma in healthcare or related discipline preferred.
- Previous scheduling experience is required for approximately 150+ clients per case load, preferably in health care; minimum 6 months to 1 year.
- CIMS or AlayaCare experience an asset. Good Microsoft Office and keyboarding (50 wpm) skills.
- Effective communication skills and superior, courteous telephone etiquette; able to defuse and resolve difficult situations and complaints.
- Sensitive and responsive to client and staff diversity (culture, age, language, condition) and communication challenges.
- Excellent organizational skills, attention to detail, and multi-tasking skills.
- Can work independently and as a team contributor in a fast-paced environment.
- Ability to speak another language is an asset i.e. Tamil, Italian, Cantonese or Mandarin.
- Must be fully vaccinated against Covid-19 (two doses of a COVID-19 vaccine were taken).
- A valid driver’s license with vehicle is preferred.
- Strong analytic and time management skills.
- Strong communication skills (both written and verbal).
- Excellent stress management and leadership skills.
- Able to adapt to various environments, and work in individual and/or team settings.

**Work Conditions and Physical Capabilities**:

- Able to work the business hours of 8:30-4:30 and after hours/weekends on-call.
- Office environment, with significant computer and telephone use.
- Can lift and/or carry 6-13.5 kg (15-30 lb).

**Department**:
In-Home Services

**Employee Group**:
Bargaining Unit

**Reports To**:
Supervisor, In-Home Services

**Direct Reports**:
Personal Support Workers (PSWs)

**Hours Per Week**:
On Average 35 Hours

**TransCare® Community Support Services is a charitable not-for-profit corporation dedicated to providing home and community support services for people who need assistance due to illness, convalescence, disability, or functional limitations related to aging. We offer a continuum of services to facilitate independent living, comfortably and safely in the clients’ homes, and in the community.**

**Job Application Instructions**:
**Disclaimer**:

- The information in this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required by employees assigned to this job. The agency reserves the right to make changes to this position as business dictates._

**Job Types**: Full-time, Permanent

**Salary**: $18.97-$23.35 per hour

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off

Schedule:

- Day shift
- Monday to Friday
- Weekends as needed

Ability to commute/relocate:

- Scarborough, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have any scheduling work experience? (Yes or No)

**Education**:

- DCS / DEC (required)

**Experience**:

- Customer

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