Client Services Supervisor

2 weeks ago

Ottawa, Canada Access Healthcare Services Inc. Full time

**Summary**

The Client Service Supervisor will oversee, lead, train and mentor AHS Client Service Coordinators and Client Service Representatives. The CSS will be responsible for ensuring all AHS client service visits and employee hours are scheduled according to the established policies and procedures of the Company. The CSS is responsible for investigating, solving or escalating client and employee issues, concerns and complaints as appropriate. The Client Service Supervisor will strive to ensure quality client centered care is provided to AHS clients and employees through a process of continuous quality improvement.
**Core Competencies**:

- Excellent customer service skills
- Demonstrates professionalism and fosters a positive working environment at all times
- Must possess leadership qualities, including leading by example
- Advanced knowledge in computer skills
- Be able to remain calm in stressful situations
- Be able to empathize with the complexity and difficulty of each client or field staff situation
- Be a detail-oriented, adaptable and customer-focused team player
- Combine strong interpersonal skills with analytical problem-solving abilities
- Be self-directed, proactive, goal-oriented and able to manage time and priorities
- Maintains client and employee confidentiality at all times
- Medical knowledge or a medical background preferred
- Supervisory and mentoring skills would be considered an asset

**Job Duties**
- General oversight, supervision and support of the Coordination team.
- Responsible for scheduling of the Coordination team as per operational requirements.
- Monitors and ensures day-to-day tasks are completed and KPIs are met
- Generating and analyzing weekly reports.
- Assists with onboarding, training, and education of new Coordination team members
- Ensures new field staff have assigned schedules within first week of hire
- Maintains clear communication between Program Managers and Coordination Team
- Investigates billing rejections and takes the appropriate action in collaboration with Program Managers
- Oversees maintenance and cleaning of building including supply and equipment management
- Manages offices supplies including tracking, reporting and ordering of PPE
- Responsible for investigating, solving or escalating client and employee complaints as appropriate
- Ensures accessibility by phone for patients, field staff, referral sources and other stakeholders
- Actively pursues positive relationships with clients, external stakeholders and AHS staff
- Liaises with contracted providers and advocates accordingly regarding client and/or staff feedback and/or needs.
- Uses scheduling software effectively to fulfill client care plans
- Ensures field staff are effectively and efficiently scheduled as per organizational policies and procedures
- Facilitates effective communication between field staff, clients and coordinators to ensure quality service provision
- Provides after hours coordination coverage when required, including evenings and weekends
**Requirements**:

- Bilingual in French and English is required
- Minimum 1 year in home and community care service coordination
- Strong verbal and written communication skills
- Must provide clear criminal reference check with vulnerable sector screening

**Salary**: $20.00-$25.00 per hour

**Benefits**:

- Company events
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- Community Care: 1 year (preferred)
- Office Administration: 1 year (preferred)

**Language**:

- French (preferred)

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