Supervisor - National Client Service Centre - (Full

**Supervisor - National Client Service Centre - (Full Time - Open Availability)**

As a key member of the supervisor team, the NCSC Supervisor will ensure service excellence. The Supervisor will provide backup as required to ensure continuity of service during peak times and times when Client Service Centre or the region is short staffed.
The Supervisor will work closely with the Manager of Operations, National Client Service Centre within the location to ensure clients and families are well served with timely, compassionate care and that effective processes aligned with Best Practice maintain optimum efficiency.

***Must have open availability/flexibility**

**Please note, this position will be hybrid, a combination of remote and office work**

**DUTIES & RESPONSIBILITIES**

**Leadership**:

- Accountable for coaching and troubleshooting with the NCSC coordination team to provide a superior and responsive patient and family experience.
- Assess training and skills gaps, develop and/or deliver formal and informal training support; provide ongoing mentorship and coaching.
- Coach team to exercise due diligence in following procedures, processes, guidelines and problem solving.
- Builds and sustain positive team relationships
- Support performance expectations with team and communicate how performance goals are linked to organizational goals and values
- Create a team environment that fosters strong employee engagement
- Provide effective Performance Reviews for coordination staff.

**Scheduling**:

- Monitors Care Provider scheduling and coordination mentoring effective problem solving and conflict management.
- Evaluate client interactions with coordination team using call quality behavioral guidelines.
- Work with coordinators to address client issues.
- Effectively resolve or escalate customer issues as appropriate to Manager NCSC to ensure neither care nor process are compromised.
- Manage the staffing requirements for the coordination team based on call volumes to ensure stakeholder needs are met.
- Ensure appropriate staffing levels day to day.

**Documentation/communication**:

- Ensures all calls documented follow standards of practice - Call logs, call notes, dated notes
- Ensures accurate data into all scheduling software
- Verifying that data has been entered correctly by coordinators
- Records communication with Clients, employees, and any other relevant information in scheduling software (Procura/Q Care, AlayaCare)
- Record any performance management communication between staff members

**Quality management**:

- Ensures appropriate data entered into Incident Reporting tool as set out in Corporate procedure
- Integrates quality criteria and standards into daily work practice (leads by example) and actively encourages suggestions for continuous quality improvement in all aspects of coordination activities
- Provide process improvement and quality improvement ideas to management

Works with the Manager, Client Service Centre and leadership team to implement quality improvement strategy (i.e. spot checks, dated note audits)

**EDUCATION**
- High school diploma and/or equivalent required college course work, considered an asset.

**QUALIFICATIONS**
- Ability to work flexible hours, good working knowledge of Microsoft Office (Word, Excel, Outlook).
- Ability to handle stressful situations with courtesy and professionalism. Must be dependable and punctual.
- Ability to use sound judgment and make factual decisions.
- Demonstrate strong coaching, interpersonal and effective leadership skills.
- Strong service orientation giving high priority to client satisfaction.
- Highly organized with the ability to prioritize workflow.
- Must be very detail-oriented with above average oral and written communication skills

**Deadline to apply: Friday, April 12**

**About Us**

For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihealth.ca.
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