Healthcare Team Lead

4 weeks ago

Mississauga, Ontario, Canada Spectrum Health Care Full time

About Spectrum Health Care

Spectrum Health Care is a leading provider of healthcare services, committed to delivering high-quality care to our clients. We are seeking a highly skilled and experienced Healthcare Team Lead to join our team.

Job Summary

The Healthcare Team Lead will be responsible for managing day-to-day operations, ensuring the delivery of high-quality care and service to our clients. This includes coaching and directing staff, ensuring coverage, managing escalation calls, and resolving issues. The successful candidate will also be responsible for fulfilling Client Service Coordinator responsibilities as needed.

Key Responsibilities

  • Support Client Service Coordinators in day-to-day operations, including Electronic Health Record / scheduling software, reporting processes (DNS, QRS, etc.)
  • Review staffing assignments to ensure the delivery of quality care to all clients and manage overtime for field staff
  • Ensure effective resolution of customer complaints
  • Review overnight call center reports and ensure all are actioned
  • Review attendance and Avaya log ins and ensure break/lunch time compliance
  • Motivate, direct and coach staff to ensure quality care to all clients
  • Responsible for scheduling assignments of nursing and home support employees to our client/patients, focusing on quality customer service
  • Contact client/patients primarily by telephone to determine service required
  • Liaise with the funder representatives regarding necessary care of client/patients
  • Match employee to client/patient based on the services, considering client/patient centered care, patient safety and continuity of service
  • Collect and enter all pertinent client/patient and employee information into the database for the purposes of matching required services
  • Confirm appointment of assigned employee with client/patient and ensure the employee understands all information given, including name, address, tasks to be performed and time of shift
  • Report any issues/incidents in the Quality Risk Safety system, and to applicable supervisor and HR as needed

Requirements

  • Completion of a recognized post-secondary Office Administration certificate or customer service program preferred
  • Proven experience in a client services or customer support role, with at least 2 years in a leadership or supervisory position
  • Experience in healthcare industry preferred
  • Experience in meeting daily deliverables and KPIs
  • Proficient in Microsoft Office applications, including Word and Excel
  • Ability to learn proprietary software

About Us

Spectrum Health Care is committed to fostering, cultivating and building a culture of diversity, equity and inclusion within our organization. We strive to attract, engage and develop a workforce that reflects the diverse communities that we serve.

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