Client Service Coordinator

2 weeks ago

Nepean, Canada Access Healthcare Services Inc. Full time

Access Healthcare Services inc. is looking for a part time, After-Hours Client Service Coordinator to join our dynamic team.

REQUIRED SKILLS
- Excellent communication and customer service skills
- Ability to prioritize and multi-task to meet tight deadlines
- Experience with MS Word, Excel, and Outlook
- Ability to demonstrate excellent telephone etiquette
- Capable of organizing and inputting large amounts of data with accuracy
- Flexibility and willingness to assist with sick calls
- Able to work independently
- Able to follow direction
- Multi-tasking ability
- Ability to stand, bend, squat, kneel and reach freely; able to freely lift up to 35 pounds
- Experience with AlayaCare an asset
- Experience in Home healthcare and Scheduling program an asset

ROLES & RESPONSIBILTIES
- Monitoring and scheduling field staff according to urgent client care needs during afterhours.
- Coordinate communication between multiple stakeholders including field staff, clients, client families, service providers, and the Home and Community Care Support Services.
- Processing all incoming updates and communicating relevant information to teams as required
- Answer phones after hours and escalate any non-urgent concerns to primary client service coordinators
- Use scheduling software effectively to fill any urgent vacant shifts
- Ensure care providers are scheduled effectively and efficiently following our policies
- Communicate effectively with care providers to ensure schedules are carried out
- Provides customer service support by responding to client inquires as required Maintain accurate records of care provider availability
- Take into consideration the individual needs of patients (and families), and of care providers, when making decisions
- Dispatch on-call nurse as needed
- Maintain accessibility by phone for patients, care providers, referral sources and other stakeholders
- Follow up appropriately on missed visits
- Resolve or escalate, as required, client/family/staff concerns/issues to the appropriate Primary Coordinator or on-call manager.
- Ensure dated notes are timely and clear, and contain appropriate and required information
- Enter all critical and relevant information into the system for appropriate follow-up and documentation
- Escalate appropriate concerns or risks for review and/or follow-up to on-call manager
- Complete after hours report at end of shift.
- Other duties as determined by the Manager, Client Services or designate

**REQUIREMENTS**:

- College Diploma in General Office or Business Administration an asset
- 1 year of Office, Medical Administration and/or Scheduling Experience Required
- Course in Medical Terminology would be an asset
- Clear communication in both English and French is recommended but not required
- Evening and weekend availability required

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