Client Service Coordinator I

3 weeks ago

Edmonton, Canada Bayshore HealthCare Full time

**The Client** **Service Coordinator,** **under the direction** **of** **the team lead,** **handles** **client **care and** **service inquiries,** **arranges client** **care and** **service,** **schedules Field** **employees and maintains** **scheduling** **information** **and** **data** **as required.**

**DUTIES** **AND** **RESPONSIBILITIE**

Handle and document prospective client inquiries regarding requests for care and service

Understand client care needs including Required Essential Services

Assess client service needs in consultation with the Supervisors; 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; promote consistency of caregiver assignments and coordination of services.

Reports and collaborates with other Case Managers, funder or government program as required.

Notify clients and Field employees regarding initial and ongoing schedules.

Assist with training and mentoring of new staff.

Mentor newer employees as requested.

Participate in client satisfaction initiatives.

Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.

Understands quality metrics as defined by the branch.

Participate in ongoing internal and/or external continuing education activities.

Adhere to Bayshore Policies and Procedures.

Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.

Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.

Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel. Complete other tasks as requested.

**REPORTING** **RELATIONSHIP**

The Client Service Coordinator reports directly to a team lead as designated by the Client Service Manager and the Area Director. The Client Service Coordinator collaborates with the Managers of Clinical Practice, the Nursing Supervisors, Case managers and the Payroll/Billing Department as appropriate.

Job Qualification

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.”

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.

QUALIFICATIONS

**Education**

Minimum - Secondary School Diploma. Relevant education will be considered.

**Experience**

A minimum of two years related customer service experience, preferably in healthcare.

**Other** **Skills** **and** **Abilities**

Exceptional organizational and interpersonal skills; proven ability to work both independently and as part of a team; ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; ability to operate all standard office equipment; proficiency in written and spoken English as well as French in Branch Offices that provide service to French speaking clients.

STANDARDS OF PERFORMANCE

The Client Service Coordinator must demonstrate ongoing competency in completing all expect ed duties and responsibilities as detailed in this job description as well as specific goals and objectives that are agreed to.

PERFORMANCE REVIEW

Performance will be reviewed on an ongoing basis with a formal review at the end of the three-month probationary period and subsequently, on at least an annual basis. Input will be sought from the employee, their supervisor, employees at the Branch Office and the National Service Centre and in addition, will be based on ongoing client feedback and the extent to which performance meets expectations.

**Work Mode**

This role will work an 8 hour by 5-day rotation with weekends included.

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