Client Service Coordinator – Dispatcher

**ABOUT THE ROLE**

Under the supervision of the Team Lead, the Client Service Coordinator is responsible for the pre-screening of initial orders, data entry of various types of requisitions, picking and packing orders, receiving and ordering of inventory for warehouse, coordinating pick ups and deliveries, cleaning and reprocessing of all equipment, handling inbound customer service inquiries to ensure all medication, supplies equipment are provided to home healthcare patients. This role also perform tasks such as coordinating the deliveries within a set time frame and ensuring they are made on time, communicating with various parties both internally and externally regarding deliveries.

**A DAY IN THE LIFE**
- Data entry of downloaded orders proficiently and accurately. Print and scan all necessary lists and ensure they are forwarded to the appropriate departments and/or branch locations in a timely manner.
- Receive and document using CRM software all inbound customer service inquiries from patients, nurses, clinics, etc. and be able to effectively use various tools and software to resolve any issues or concerns.
- Coordinate with various departments/branches to ensure orders are in production, update orders as changes are communicated based on company policies and procedures as well as ensure all priority orders are properly documented and sent to the appropriate departments.
- Update client information and communicate changes to the various departments as well as government agencies as required.
- File all necessary patient documents as per industry and company protocols daily.
- Communicate effectively with government health care agencies to ensure all requisitions are complete and accurate.
- Forward all requisitions to Pharmacist for review and prioritize order entry based on company guidelines and procedures once orders have been approved.
- Able to reconcile orders to ensure proper billing for accounts.
- Assess the workload of expected packages by communicating with the intake desk and the assembly area.
- Use computer systems to view the expected delivery loads.
- Determine workflow, routes, and timing, to optimize the scheduling and routing of deliveries.
- Contact clients, customers, or internal contacts as required to meet delivery or contract requirements.
- Add the appropriate packing slips and manifests to the packages and compile the packages into a location for loading.
- Determine the work load of the drivers.
- Coordinate transfer of packages between driver and routes in case of non-deliverables.
- Facilitate the pickup of pumps and waste as required.
- Receive, Clean and Reprocess equipment as per community standards and company policy.
- Receive, separate and handle bio-waste disposal as per community standards and company policy.
- Receive warehouse inventory and communicate regarding inventory replenishment requirements.
- Data enter information into Bayshore computers using various software for order tracking and KPI’s (key Performance Indicators) and customer requirements.
- Participate and contribute to the documentation requirements of ISO.
- Be able to provide full open availability to cover a variety of shifts 7 days a week, all year round.
- Performs other duties as assigned to assist the business as needed.
- Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single
- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis. Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Code._

Job Qualification

**Education and/or Experience**
Minimum high school diploma or general education degree (GED); some college preferred, plus minimum (1) year experience in data entry, coordination of activities, administrative support functions, logistics and customer service.

**Language Skills**
- Ability to read and interpret documents such as the order sets for data entry as well as safety rules and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to understand basic medical terminology.
- Knowledge of second language is an asset.

**Mathematical Skills**
Ability to add, subtract, multiply and divide in all units of measurement (both metric and imperial), using whole numbers, common fractions, and decimals.

**Reasoning Ability**

**Certificates, Licenses, Registrations**
If cross-trained as a pharmacy technician, a pharmacy technician certificate is required.

**Other Skills and Abilities