Care Coordinator

3 days ago

Toronto, Canada CBI Home Health Full time

**Full time Care Coordinator ; Job Location - North York**

The Care Coordinator plays a critical role in ensuring a seamless and positive experience for clients and their families by effectively managing the scheduling of direct care providers within a high-volume contact center environment. This role demands a strong focus on maintaining continuity of care, meeting client requirements, and adhering to scheduling protocols. As the primary point of contact, the Care Coordinator must excel in problem-solving and communication, ensuring all stakeholders, including clients, families, care providers, and referral sources, are well-supported.

**Key Responsibilities**:

- **Efficient Scheduling**: Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately within a dynamic contact center setting.
- **KPI Achievement**: Meet and exceed individual KPIs such as calls per hour, quality assurance, and the successful scheduling of visits.
- **Stakeholder Communication**: Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
- **Relationship Building**: Cultivate and maintain positive relationships with care providers, clients, and funders, considering individual needs in all decision-making processes.
- **Data Management**: Accurately update and manage scheduling databases, client records, and care plans, ensuring all information is current and accessible for reporting and tracking.
- **Compliance**: Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.

**Knowledge, Education, and Experience**:

- Minimum Grade 12 education.
- At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a call center environment.
- Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare).

**Technical and Interpersonal Skills**:

- **Communication**: Strong verbal and written communication skills, with excellent telephone etiquette.
- **Problem-solving**: Results-oriented with strong problem-solving abilities.
- **Multitasking**: Ability to manage multiple tasks in a fast-paced environment.
- **Organizational Skills**: Excellent time management and organizational skills, with a keen eye for detail.

**Additional Considerations**:

- **Contact Center Experience**: Minimum 2 years of scheduling experience in a call center environment or a service delivery team.
- **Medical Background**: Knowledge of medical terminology or experience in medical administration is an asset.
- **Language Skills**: Ability to communicate in French is an asset.
- **Legislative Knowledge**: Understanding of employment legislation is an asset.
- **Healthcare Scheduling**: Prior experience in healthcare scheduling is highly desirable.
- **Work Schedule**: Availability for a full-time, Monday to Friday, 8:30 am to 4:30 pm in-office work schedule.

**Join us at CBI Home Health - Because Your Care Matters**
- In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests._
- #HHEAST_

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