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Manager, Client Services
3 weeks ago
The Client Service Manager, under the direction of the Contact Centre Manager, oversees the coordination of client care schedules by the Client Service Coordinators. They are responsible for overseeing the timely data entry of all client referrals, new orders and updated information. The Client Service Manager oversees all aspects of client service including but not limited to difficult situations related to client care, staff and client schedules, implementing and managing scheduling processes to ensure that scheduling complies with Integrated Care Solutions
- Bayshore Healthcare policies and client needs.
DUTIES AND RESPONSIBILITIES
- Oversee client service coordination area in consultation with the Clinical Managers/Area Directors; facilitate/promote the filling of all service requests; schedule licensed and unlicensed employees for care and service assignments such that there is an appropriate match between the client’s needs and the qualifications, skills and abilities of Field employees; monitor and promote consistency of caregiver assignments and coordination of services.
- Arrange systems training for Client Service Coordinators.
- Performance Management of the Team: Performance Reviews, Documentation, Staff One on Ones
- Handle and document prospective client inquiries regarding requests for care and service.
- Notify clients and Field employees regarding initial and ongoing schedules.
- Problem-solve issues related to scheduling Field employees and/or client care and service.
- Complete data entry and maintain accurate and current scheduling documentation.
- Assist with the recruitment and orientation of Client Service Coordinators as requested.
- Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
- Participate in ongoing internal and/or external continuing education activities.
- Adhere to Integrated Care Solutions/Bayshore Policies and Procedures.
- Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
- Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
- Complete other tasks as requested
This position is Hybrid 3 days in office 2 days remote, Monday through Sunday - between 5am and 10pm. Rotating shifts - Some travel required
Job Qualification
QUALIFICATIONS
Education
- Minimum - Post Secondary; Completion of a recognized Program, such as a Medical Terminology course is preferred. Diploma in Business or Healthcare Administration is preferred
Experience
- A minimum of five years related customer service experience with progressive responsibilities in a management capacity.
- Working knowledge of Yardi & Procura are assets
Other Skills and Abilities
Exceptional organizational and interpersonal skills; proven ability to work both independently and effectively lead a team; as well as the principles of program development, implementation and evaluation; ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Procura scheduling software; ability to operate standard office equipment; proficiency in written /spoken English. Technological proficiency: use of MS Office
