Client Care Coordinator

Position Summary:
Affinity Health (AH) is an accredited leading healthcare company proudly holding Exemplary Status from Accreditation Canada, committed to providing high-quality care to our patients and communities. We are focused on innovation, sustainability, and delivering exceptional patient outcomes. As we continue to expand our reach and impact, we are seeking a dedicated and detail-oriented Client Care Coordinator to join our team. As a Coordinator, you will play a crucial role in ensuring the efficient and effective coordination of our daily operations. If you have excellent organizational skills, can thrive in a fast-paced environment, and enjoy working with a diverse group of individuals, we'd love to hear from you.
- Excellent verbal and written communication skills
- Excellent critical thinking and problem-solving abilities
- Exceptional customer service skills, with the ability to digest and explain complex information clearly while communicating professionally, empathetically, and effectively with health care professionals and patients
- Ability to work effectively both independently and in a team environment
- Highly proficient utilizing a variety of technology platforms simultaneously and excitement to learn new platforms
- Excellent presentation and oratory skills
- Excellent persuasive and marketing skills
- Strong interpersonal skills
- Attention to detail and time management skills

Key Activities and Responsibilities
- Coordinate care delivery by assigning appropriate caregivers based on client needs, geography, staff skill set, and availability. Ensure consistency in caregiver assignments.
- Process and Review referrals and offers quickly, collaborating with supervisors, field staff, and patients to assess and fulfill service needs.
- Schedule and Notify clients and staff of new and ongoing schedules, ensuring optimal matching and timely communication.
- Utilize staff availability effectively to meet both client care needs and operational efficiency.
- Document all necessary details accurately in the EMR and other internal systems (e.g., SharePoint, AlayaCare, Excel).
- Resolve client concerns promptly and follow appropriate escalation protocols to ensure satisfaction.
- Onboard new clients and ensure staff are properly equipped with the necessary documentation and information for each visit.
- Deliver an excellent first impression and ongoing experience through proactive communication and relationship-building with clients and referral partners.
- Support the coordination of special services (e.g., transportation, chaperones, translation) as required.
- Triaging inbound calls related to scheduling, concerns, safety issues, inquiries and general feedback using Affinity’s tools and resources.
- Collaborate with referral partners, clinical teams, coordination and account management colleagues to support shift fulfillment across all service lines.
- Track and report on customer preferences, feedback, competitor activities, and marketing opportunities.
- Represent the company’s mission, vision, and values in all communications and public-facing events.
- Act as a point of contact for mobile app support when field staff experience difficulties during client visits.
- Perform administrative tasks and other duties as assigned.

Other
- Prepares monthly schedules for all clients before designated deadlines;
- Manages staff and client schedule which changes on a daily basis and reschedules resources, accordingly, immediately notifying staff and clients of any shift changes;
- Ensures that each staff member has received their monthly/weekly schedule and any new schedules that may arise in the interim;
- Call all employees on a weekly basis to confirm weekend shifts;
- A self-starter that works under the direction of their direct manager and in conjunction with Operation;s Managers to match clients’ needs with employees’ qualifications and expertise;
- Meets performance targets
- Helps to ensure all client and employee information is up-to-date in company software systems, AlayaCare.
- Previous experience as a Scheduling Coordinator or in a similar role is preferred.
- Strong attention to detail and the ability to prioritize tasks effectively.
- Excellent verbal and written communication skills, with a customer-focused approach.
- Ability to adapt quickly to changing priorities and handle multiple tasks simultaneously.
- Demonstrate a high level of professionalism and maintain confidentiality when dealing with sensitive information.
- Demonstrate a thorough understanding of the Company’s services to inform potential customers

A Day-to-Day Look at the Role:

- Receive referrals from Ontario Health at home,private clients, hospitals, facilities and insurance companies and determine appropriate staff required
- Communicate with OHH Coordinators or Case Managers and/or clients directly to determine specific scheduling needs
- Confirm service with client/family and OHH within one (1) hour of receipt