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Client Service Specialist

2 months ago

Richmond Hill, Ontario, Canada Circle of Care Full time
Job Summary

Circle of Care is seeking a highly skilled and compassionate Hospice and Bereavement Case Manager to join our team. As a key member of our social work department, you will be responsible for providing exceptional client service experience, ensuring seamless care coordination, and promoting a culture of excellence and quality improvement.

Key Responsibilities
  • Client Service Experience - Excellence & Quality Improvement
    • Develop and implement individualized care plans that meet the unique needs of clients and their families.
    • Facilitate bereavement support groups and train volunteers to provide emotional support.
    • Ensure timely and accurate documentation of client information and care plans.
    • Provide counseling and support to clients and their families, and connect them with internal and community resources.
    • Advocate on behalf of clients and their families to ensure access to necessary services.
    • Participate in case conferences and consultations with service providers to discuss care plans and service needs.
  • Information Management and Reporting
    • Prepare and maintain accurate and up-to-date client records, including reports and correspondence.
    • Document client contacts and communications during case management involvement.
    • Develop and implement short and long-term care plans for clients and their families.
  • Team Building and Leadership
    • Support and promote Circle of Care's vision and departmental goals and objectives.
    • Collaborate with colleagues to achieve team goals and objectives.
    • Provide consistent communication and feedback to team members and other staff involved.
    • Act as a change agent to positively encourage others and manage change.
    • Supervise and mentor students.
  • Management of Relationships with External Partners
    • Develop and foster trust-based and collaborative partnerships with external customers and organizations.
    • Participate in community-based committees and projects to represent Circle of Care's interests and values.
  • Management of Relationships with Internal Partners
    • Provide service and process communication to key internal stakeholders.
    • Lead and participate in internal cross-functional project teams to lend skills and expertise.
    • Lead by example with internal partners and demonstrate Circle of Care's values in all personal behaviors.
  • Risk, Health and Safety Management
    • Identify and report health and safety incidents and concerns in a timely manner.
    • Participate in health and safety processes and procedures.
    • Participate in maintaining a safe workplace environment and promoting staff and client safety and well-being.
    • Participate in health and safety training initiatives.
    • Take proactive action against client incidents within your scope of practice.
    • Develop a plan to identify, manage, and minimize client safety risks or situations.
    • Assess the severity of adverse client safety/risk events and determine the best follow-up and action plan.
    • Call emergency services when necessary.
    • Evaluate potential hazards and identify clients at risk for adverse health and safety events.
    • Report all safety events impacting clients, caregivers, and families in a timely and honest disclosure.
    Qualifications
    • A graduate degree with a healthcare focus or equivalent from an accredited institution.
    • Expertise and training in bereavement education and grief counseling.
    • Registered with the associated professional college.
    • Minimum 2 years of experience in a healthcare client service environment.
    • Experience in providing group facilitation and mentoring students.
    • Superior knowledge and understanding of end of life and family dynamics.
    • Experience with the seniors' population, adults, and younger adults experiencing bereavement, including sudden loss, and death by suicide and substance abuse.
    • Excellent interpersonal and communication skills.
    • Strong client and customer focus.
    • Proven bias for action, excellent critical thinking, and time management skills.
    • Intermediate to advanced skills in an automated environment and with the Microsoft Office environment, inclusive of Excel and PowerPoint, and the ZOOM platform.
    • Ability to travel to various worksites on a regular basis and respond to emergency situations as required.