Client Care Supervisor

2 weeks ago

Ottawa, Canada CBI Health Full time

**Client Care Supervisor**

Are you a Registered Health Care Professional whose accomplishments include building teams, driving performance, and rallying people around a common vision? Do you lead by example, supporting teams to deliver excellence in clinical services? Do you enjoy developing relationships with partners to improve programs and identify new opportunities to improve health care? If so, you’re the type of professional who will excel as part of the CBI Health team.

As a Client Care Supervisor of Private Programs within our CBI Health team, you will lead a group of direct care providers to ensure that clinical service delivery meets or exceeds standards set by CBI Health and external stakeholders. Building, leading and motivating your team of regulated (Nurses, PT, OT) and unregulated providers (OTA/PTA, PSW), you will drive engagement and quality of service delivery. Additionally, you will work with partners to identify new business opportunities.

**This is a temporary position to cover maternity leave.**

**What we offer you**:

- Competitive base salary
- Health and Dental Benefits
- Flexible schedule and work arrangements
- Onboarding program, peer-to-peer support, training, mentorship, and ongoing learning and professional development
- Professional Development Opportunities
- Friendly environment, supportive leadership, and knowledgeable interdisciplinary teams

**As a Client Care Supervisor, you will**:

- Ensure a positive patient and family experience
- Foster relationships with existing partners and develop strong relationships with new partners
- Promote service delivery excellence through effective on-boarding, mentoring, coaching and performance managing of field staff, including performance reviews
- Ensure all team members are aligned to the key accountabilities of their role and are meeting performance expectations
- Be responsible for investigation, resolution, and reporting of all customer-related complaints
- Participate actively in meeting or exceeding utilization, recruiting, retention, and engagement expectations of field staff/care providers
- Respond to identified staff training needs with action plans to resolve gaps, minimize risk and ensure service delivery excellence
- Ensure all internal and external reporting meets or exceeds all standards and expectations of CBI Health, external stakeholders, and the associated Regulatory Body
- Actively identify potential risks with internal stakeholders to mitigate and/or manage risk, with particular attention to missed visits and clinical care
- Ensure that care plans meet individual patient’s needs and that the Care Provider has the knowledge, skills, and expertise to fulfill the plan
- Ensure accurate and timely completion of appropriate documentation, including client charting
- Ensure a timely and comprehensive response to Incident Reporting (IR)
- Ensure policies and procedures are enforced and reflect best practices

**To take on the role of Client Care Supervisor, you must**:

- Possess a current registration in good standing with the College of Nurses, Occupational Therapist or Physiotherapists
- Have 2 years of supervisory experience and/or experience in the home health service delivery
- Be able to effectively establish and build rapport with clients and front-line staff
- Demonstrate comfort and experience working with external stakeholders to identify and operationalize new program or service opportunities
- Demonstrate client-centered focus with a commitment to providing quality care
- Demonstrated excellent communication and organization skills, with the ability to work as part of a team in a fast-paced environment
- Have the ability to provide the best possible solutions to problems that align with policies and uphold best practices
- Be self-motivated with an ability to work both independently and as an effective member of a team
- Possess a valid Ontario driver’s license with access to a reliable vehicle
- All team members are required to be fully vaccinated against COVID-19 and provide proof of vaccination upon hire or provide a valid medical exemption

**About CBI Health Group**:
CBI Health is the leading provider of integrated outpatient rehabilitation and community healthcare services in Canada. For over 45 years, CBI Health has led the industry by utilizing our dedicated approach to integrating clinical practitioners and services to help shape healthcare standards and practices across the country, and our consistent, systematic approach to service delivery is grounded in industry-recognized best practices.

Employing over 13,000 staff across Canada and providing services to approximately 320,000 Canadians annually, we are focused on our united purpose of improving health and enriching the lives of Canadians.

At CBI, our people really care and believe that by working together, we can aim higher and make great things happen every day.

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