Client Service Coordinator Ii

**Bayshore Home Care Solutions,** a division of Bayshore Healthcare is a community health care

provider full of heart. We believe in creating special moments for our patients each and every

day whether at the bedside, on the phone or providing support to our healthcare heroes. With

over 100 locations across the country, we are dedicated to enhancing the quality of life, dignity,

and independence of all Canadians by providing customized care solutions for our patients.

These are the moments that inspire, change, and encourage us, we call this the Bayshore

difference. Bayshore Healthcare is a 24-hour operation to allow for complete care coverage for

our patients and staff.

The Client Services Assistant (CSA) is a pivotal role in advancing branch operations. Working in a

fast-paced environment, the CSA supports in responding to patient care and service inquiries,

ensuring that all patients are matched with a qualified healthcare professional in a timely

manner.

**DUTIES AND RESPONSIBILITIES**
- Communicates with patients, families, staff and funder organizations
- Supports in receiving, processing, and documenting in the EMR (Procura) funder

referrals and ongoing changes for patient care and service
- Review received service needs and information in consultation with branch Supervisors

and patient
- Supports in scheduling licensed care providers and unregulated care providers for care

and service assignments aligned to patient needs and field staff qualifications and skills
- Promote consistency of caregiver assignments and coordination of services
- Notify patients and Field staff of their up-to-date schedules to ensure delivery of service

and care
- Supports in continuous adequate utilization of staff schedules to meet service and care

needs
- Complete data entry and maintain accurate documentation within the EMR
- Handle and document patient concerns and complaints in a timely manner and as

appropriate, follow set escalation pathway to resolve issues and; maintain appropriate

documentation within the EMR and RL6
- Escalate appropriate concerns or risks for review and/or follow-up
- Collaborates with internal and external administrative and clinical staff, as required
- Maintains confidentiality of patient and corporate information and discusses only with

appropriate Bayshore personnel
- Support in advancing branch and organizational performance indicators
- Participate in proactive Health & Safety activities while performing all duties. Report any

known and potential Health & Safety risks or concerns
- Support and lead the delivery of organizational programs, as appropriate, including

quality activities and continuous improvement initiatives in keeping with the company's

Quality Management System
- Participate in internal and/or external continuing education activities
- Adhere to Bayshore Policies and Procedures
- Complete other tasks, as requested
- Must be available to work: days, evenings, and weekends as required

**REPORTING RELATIONSHIP**

The Client Service Coordinator reports directly to the Client Services Manager or branch

designate. The Client Services Assistant collaborates with the Managers of Clinical Practice,

Home Support Supervisors, the Professional Services Supervisors, funder staff and the

Payroll/Billing Department as appropriate.

**Work Schedule: Monday to Friday 9:00 am to 5:00 pm**

Job Qualification
- Minimum - Secondary School Diploma or equivalent
- Medical Office Administration and/or Office Administration Certification, preferred
- Demonstrated customer service and communication skills, preferably in healthcare or other

high-paced customer service environment
- Ability to handle issues and problem solving with tact and diplomacy
- Excellent computer skills (Microsoft office, internet, EMR)
- Ability to prioritize and handle multiple demands in a fast-paced environment
- Proven organizational and teamwork skills
- Able to work independently and prioritize workload
- Positive work and attendance performance essential
- Strong interpersonal skills including demonstrated ability to build rapport and connections
- Willingness to learn

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual d