Healthcare Operations Manager

4 weeks ago

Mississauga, Ontario, Canada Spectrum Health Care Full time

Job Summary

Spectrum Health Care is seeking a skilled Healthcare Operations Manager to join our team. As a key member of our Client Services department, you will be responsible for ensuring the delivery of quality care to our clients.

Key Responsibilities

  • Support Client Service Coordinators in day-to-day operations, including Electronic Health Record / scheduling software and reporting processes.
  • 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 clients/patients, focusing on quality customer service.
  • Contacts clients/patients primarily by telephone to determine service required.
  • Liaises with funder representatives regarding necessary care of clients/patients.
  • Matches employee to client/patient based on services considering client/patient centered care, patient safety and continuity of service.
  • Collects and enters all pertinent client/patient and employee information into the database for the purposes of matching required services.
  • Confirms appointment of assigned employee with client/patient and ensures the employee understands all information given, including name, address, tasks to be performed and time of shift.
  • Reports any issues/incidents in the Quality Risk Safety system, and to applicable supervisor and HR as needed.

Qualifications

  • 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.

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