Client Services Manager

1 month ago

Newmarket, Canada RNS Health Care Services Inc. Full time

**Client Services Manager**

RNS Health Care Services Inc.

Reporting to the Director of Operations, the Client Services Manager provides leadership, direction, education and supervision of the day-to-day tasks of the Client Services Department. Furthermore, the Client Services Manager serves as a clinical resource to clients, employees and community partners. The Client Services Manager is responsible for providing clinical oversight, and is accountable for the delivery of care and service to clients while ensuring compliance with both internal and external standards of practice.

**A day-to-day look at the role**:

- Contributes to the development of the organization’s strategic plan
- Contributes and participates in the company’s accreditation process and is responsible for ensuring compliance with accreditation standards
- Manage the Client Services departments, including Personal Support Workers, Nursing and Rehab
- Manage the Assistant Client Services Manager, Client Care Supervisors, and Lead Supervisors
- Coaches, develops and mentors direct reports to drive high employee engagement, development and retention
- Responsible for recruitment, hiring, terminations and performance management of direct reports
- Provide assistance/guidance to direct reports when needed, to resolve complaints or concerns
- Support the Area Supervisors in the management of community based PSWs
- QRS - Registered as primary SPO sign off to conclude QRS files in the HCCSS QRS Reporting System
- Completion of ETMS in HCCSS reporting system
- Work in collaboration with the Quality Improvement Department to meet internal and external KPI’s and participate in Quality Improvement Initiatives as applicable
- Privacy Officer for Personal Health Information under PHIPPA legislation; maintain compliance with internal and legal requirements related to privacy, release of personal health information and records management
- Facilitate monthly department meetings for Client Services departments
- Generate monthly Supervisor On-Call Schedules
- On-call back-up for all Supervisors as well as on-call back-up for all clinical issues after hours as per On Call Policy HR-ER-71
- Attend stakeholder and funder meetings as required
- Consult and participate in Client Care Case Conferences as needed to ensure high quality of care
- Work closely with Clinical Educator and Human Resources Director to develop training material for the Home Support Department including the Personal Support Workers
- Maintain open, effective communication with all department managers
- Ensure the interests, focus and resources of the Client Services departments align with organizational goals and initiatives
- Engage with clients, families and members of the health care team to ensure quality of service and client satisfaction
- Be available as a clinical resource to all departments on site

**What you will need to succeed**:

- Completion of Bachelor's degree in Registered Nursing. Masters of Nursing preferred.
- Registration with CNO in good standing.
- Minimum 5 years of management experience. Community health care experience preferred.
- Computer knowledge of MS Office, Excel, MS Word, and MS PowerPoint
- Ability to complete appropriate documentation independently and professionally
- Commitment to providing the highest level of customer service and client care
- Analytical skills: Business analytic skills with the ability to link information to action and results
- Oral and Written Communication_: _Ability to challenge and debate issues of importance and communicate changes effectively to key stakeholders
- Interpersonal Skills and Agent of Change: Ability to collaborate and build strong relationships with a variety of personalities and individuals and act as a key ambassador of business change
- High personal Drive and Energy: Able to work and support others within a very fast-paced, quickly evolving organization and manage multiple, complex priorities
- Leadership: Ability to influence others and drive high employee engagement Demonstrates good judgment, problem solving and decision making skills
- Project Management_: _ Strong understanding of core Project Management methodology and principles
- Effective attention to detail and a high degree of accuracy
- High level of integrity, confidentially, and accountability
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills

**Service requirements include**:

- Valid Driver’s Licence
- Proof of Auto Insurance
- N95 Mask Fit Test
- CPR and First Aid
- Chest X-ray or Mantoux Test (within the past two (2) years)
- Vulnerable Sector Police Screening (within the past six (6) months)

**About Us**:
**RNS Health Care Services Inc. **is an accredited organization of professionals providing concerned, competent and compassionate health care services within our community since 1985. Canadian-owned and operated, offering services such as personal support, hom

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