Client Service Manager
4 weeks ago
Job Title: Client Service Manager
Job Summary:
The Client Service Manager is responsible for overseeing the coordination of client care schedules by the Client Service Coordinators. This role involves timely data entry of all client referrals, new orders, and updated information. The ideal candidate will have a minimum of five years of related customer service experience with progressive responsibilities in a supervisory capacity.
Key Responsibilities:
- Oversee client service coordination area in consultation with the Supervisors; facilitate/promote the filling of all service requests; 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; monitor and promote consistency of caregiver assignments and coordination of services.
- Arrange systems training for Client Service Coordinators.
- Handle and document prospective client inquiries regarding requests for care and service.
- Notify clients and Field employees regarding initial and ongoing schedules.
- Problem-solve issues related to scheduling Field employees and/or client care and service.
- Complete data entry and maintain accurate and current scheduling documentation.
- Assist with the supervision, recruitment, and orientation of Field employees as requested.
- Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
- Market and promote Bayshore Home Health in keeping with the individual Branch Office Sales and Marketing Plan.
- 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. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
Requirements:
- Minimum - Secondary School Diploma. Completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred. Diploma in Business or Healthcare Administration.
- A minimum of five years related customer service experience with progressive responsibilities in a supervisory capacity.
- Exceptional organizational and interpersonal skills; proven ability to work both independently and effectively lead a team; solid knowledge of the principles, practices, and methods of community nursing and service delivery to clients as well as the principles of program development, implementation, and evaluation; ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; ability to operate standard office equipment; proficiency in written/spoken English and French in Branch Offices that provide care to French speaking clients.
Bayshore HealthCare 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 individual's purpose, potential, and wellbeing.
Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.
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