Coordination Supervisor

**COORDINATION SUPERVISOR**

RNS Health Care Services Inc.
- **Required Availability: 7am - 5pm, Friday - Monday**_

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Reporting to the Operations Manager or his/her designate from time-to-time, the Coordination Supervisor is responsible for providing coordination and scheduling leadership to the Client Services Department through the direction, training and education, performance management, and day-to-day supervision of the Coordination team. The Coordination Supervisor provides scheduling coverage, monitors overtime, manages the department’s AlayaCare tasks, investigates and resolves double bookings, missed care, and over/under hours of field staff, as well as training for Client Service Coordinators. The Coordination Supervisor also works to ensure that scheduling best practices are established, trained, and all necessary reporting and follow-up actions are implemented.

**A Day to Day Look at the Role**:

- Being the primary day-to-day contact and mentor for assigned Coordinators in the execution of their and scheduling and administrative duties and accountabilities
- Ensuring assigned Coordinators meet and exceed their accountabilities, duties, and minimums of performance indicators
- Provide leadership and guidance in matters of health and safety, and ensure team members in office are safe and secure within the workplace and in the immediate vicinity at all times
- Leading the investigations into obstacles and incidents experienced by assigned Coordinators and bringing such matters to quick and reasonable resolution
- Plan and schedule Coordination team to meet forecasted departmental demands, including coordinating coverage for vacation, absences, and leaves
- Monitors, investigates and efficiently resolves all Coordination key performance indicators including but not limited to Acceptance Rate, Offer Rejections, Late Visits, Planner Volumes, Missed Care, Cancellations, etc.
- Review and monitor referral acceptance and refusals, overtime management and reduction, AlayaCare tasks, double-bookings, billing rejections, scheduling best practice alignment as identified and assigned
- Fill in as Coordinator where any CCC absences threaten diminished client service
- Accept and document client and health care provider complaints in a timely manner and seek to resolve internally if a scheduling issue, and/or escalate to the appropriate Supervisor/Manager (internal) and/or Case Manager (HCCSS)
- Plan and conduct Coordination Team Meetings/Huddles and participate in supervisors’ meetings, occasionally, to provide Coordination perspective and report back out to Coordination team
- Lead the onboarding and training of Coordinators, in compliance with training plans and materials provided
- Conducting Probationary and Annual Performance Reviews of assigned Coordinators
- Ensures that coordinator employee files and information are kept accurate and up-dated
- Ensures assigned Coordinators adhere to all established and relevant policies and procedures
- Administers and approves time off requests, ensuring mínimal impact to client service in compliance with established process and policy
- Administers the progressive disciplinary process with assigned Coordinators in compliance with established process and policy
- Administers the resignation and termination offboarding process with assigned Coordinators in compliance with established process and policy
- Attends and participates in team meetings, including but not limited to taking and distributing meeting minutes occasionally
- Completes and distributes reports and requests to management on established Key Performance Indicators and other established occurrences
- Offers general administrative support to management including but not limited to taking and distributing meeting minutes, Reception coverage, filing and shredding, PPE Picking/Packing, light office labour (helping physically with PPE and supplies deliveries)
- Participates on committees and undertakes projects and assignments as determined by Management from time-to-time

**What You Will Need to Succeed**:

- **Post Secondary Education**:

- Excellent oral, written, communication skills and computer skills
- Strong experience in customer service
- Strong interpersonal and analytical skills
- Detail oriented
- Ability to organize well and make quick, effective decisions
- Ability to prioritize and oversee a high volume of work in a timely and efficient manner
- Recent community health experience preferred

**Subject to our duty to accommodate under the Human Rights Code, we require all new employees to provide proof of vaccination against Covid-19 prior to commencing employment.**

**About Us**:
**RNS Health Care Services Inc. **is an accredited organization of professionals providing concerned, competent and compassionate health care services within our community since 1985. Canadian-owned and operated, offering services such as personal support, homemaking, respite care, palliative care, nursing