Care Experience/operations Manager
7 months ago
As a Care Experience Manager you will lead and guide a team of Care Experience Coordinators that support Blooms Digital Health and Home Care Services. In this leadership role you will optimize the effectiveness and efficiency of the team, creating an environment that is conducive to individual and team growth through coaching, mentoring and engaging staff. The Care Experience Manager will ensure the Care Experience Coordinators have the skills and training they need to excel within their role and provide coaching to increase their effectiveness. The Manager will also provide backup as required to ensure continuity of service during peak times and times when the location or region is short staffed. The Care Experience Manager will work closely with the leadership team and the LHIN to expand Blooms current contracts and referrals and drive business growth. You will ensure your teams effectiveness on supporting Bloom’s mandate of providing patients, families, Care Pro’s, and Partners with the Best Care Experience in the Home Health Care Sector.
**Job Description and Duties**:
Intake Coordination and CarePro/Client Management:
- Develops master schedule and manages ongoing staffing needs, while ensuring an appropriate match between client and the abilities/restrictions of field staff
- Communicate with field staff and your team of coordinators to ensure excellent customer service to all clients
- Recruit, train, develop and plan the succession of high performing, client focused intake coordinators.
- Lead team meetings, capacity planning, resource allocation and reporting on performance
- Maintain the Performance Management process amongst the coordination team including weekly check-ins, performance reviews, and ongoing training of all intake coordinators, including on-call coordinators
- Organize appropriate coverage of field staff in instances of vacations, leaves of absence, illness or injury
- Monitor and maintain attendance management program
- Provide daily, weekly, and monthly reports on various metrics related to the role such as missed care, referral acceptances etc to internal office
- Create an maintain the client assignments for all the coordinators by geography, contract etc.
- Minimize overtime for Care Pro’s
**Business Development**:
- Expand our contract with LHIN and 3rd party referral sources
- Liaise with LHIN on a weekly basis and be involved in meetings as required to build relationships with LHIN representatives
- Provide reports as needed to LHIN and 3rd party referrals
- Work with clinical managers to ensure they remain up to date and bring ideas forward for continuous improvement policies, procedures, and company practices including overtime reduction strategies, Care Pro shortage strategies
**Ad Hoc**:
- Develop and maintain client success best practices
- Abide by administrative budgets
- Document SOP’s for the intake coordination team for future training purposes
- Collaborates with payroll and HR department to handle field staff inquiries such as payroll issues, letters of employment and leave management
- Mitigate, handle and document, all client and field staff concerns in a timely manner and, as appropriate, notify managers
- Maintain confidentiality of all client, staff, and company information at all times
- Ensure the COVID-19 vaccine policy is upheld amongst Care Pro’s (and coordination team) including correct reporting of vaccine status
- Responsible for completing Incident Reports for all direct reports and Care Pro’s who injure themselves on the job, within 24 hours of the incident and notifying your direct manager and HR
- Participate in the Health and Safety Committee
- Other related duties as required
**Requirements and Qualifications**:
- Minimum of 4 years recent relevant experience in a formal leadership role within a health care environment required.
- Minimum 2 years of scheduling experience (health care preferred)
- Post-secondary education in business, administrative studies, or a related field an asset
- Customer Service oriented attitude, ability to multi-task in a fast-paced environment
- Positive can-do attitude, team player
**Why work with us?**
- Startup organization that values new ideas, innovation and ambition
- Health and dental benefits
- Ping pong table at the office
- Fast growing organization with unlimited career growth opportunities
- Company organized events
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