Team Lead, Client Services

**Full time Team Lead, Client Services**

The Team Lead, Client Services is responsible for overseeing the client services teams (short term, long term, or intake within assigned Pod), ensuring efficient allocation of resources, and maintaining effective communication with all stakeholders. The role is responsible to take the necessary actions overseeing the clients services team's performance, communicating daily expectations and assignments, and actively managing the team to achieve desired outcomes and Key Performance Indicators (KPIs).

**KEY RESPONSIBILITIES/ACCOUNTABILITIES AND TIME ALLOCATION**

**30%**
- Conduct daily follow-up on escalated concerns and provide coaching and guidance to the team to address them effectively.
- Collaborate with Supervisors to reallocate resources as necessary to meet daily operational requirements.
- Facilitate the onboarding and training process for new team members, including updating or developing training materials as needed.
- Schedule and conduct weekly one-on-one meetings with team members to discuss performance, provide feedback, and create action plans for improvement if necessary.
- Lead by example in delivering exemplary customer service.

**70%**
- Utilize scheduling software to ensure client care plans are fulfilled by scheduling care providers effectively and efficiently (Short Term/Long Term)
- Monitor scheduling activities to identify potential bottlenecks or conflicts, and proactively address them to maintain smooth operations (Short Term/Long Term)
- Serve as the primary point of contact for scheduling-related inquiries and issues from Scheduling Coordinators (Short Term, Long Term & Intake)
- Communicate effectively with clients, families, and care providers to ensure schedules are carried out and any changes are communicated. Problem solves issues efficiently and escalate as required (Short Term, Long Term & Intake)
- Pursue and maintain positive relationships with care providers and clients. Seek to understand individual needs and consider those needs in decision making (Short Term, Long Term & Intake)
- Maintain accurate information within databases such as scheduling and availability changes, care plans, and client records. (Short Term, Long Term & Intake)
- Enter all critical and relevant information into system(s) for reporting and tracking purposes. (Short Term, Long Term & Intake)
- Adhere to Employment Standards legislation, collective agreements and/or policies and procedures. (Short Term, Long Term & Intake)

**What you will need to be successful**

**KNOWLEDGE, EDUCATION AND EXPERIENCE**
- Post-secondary education in Business Administration, Medical Administration, or related area of study.
- Minimum 2 years of experience in Customer Service, Scheduling and/or Coordination
- Computer skills - Microsoft Office Suite, ability to use and utilize scheduling systems
- Demonstrated leadership abilities, including coaching, mentoring, and team development
- Demonstrated personal accountability

**TECHNICAL AND INTERPERSONAL SKILLS**
- Empathetic approach with team members - able to listen to their feedback and suggestions and take ideas to the Director.
- Effective problem-solving skills to overcome challenges in operational practices
- Interpersonal Skills / Diplomacy & Tact
- Employee Development and Coaching
- Self-Management
- Be a detail-oriented, adaptable and customer-focused team leader

**OTHER CONSIDERATIONS**
- Combine a commitment to organizational and operational efficiency with innate desire to help others
- Healthcare experience is an asset
- 2 years of experience scheduling in a client services environment
- Medical terminology and/or medical administration background considered an asset

**JOB CONDITIONS**
- Working Conditions: potential for dealing with escalated situations with client or families
- Must have the ability to work in the office - this is not a remote position
- In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests._