Manager, Service Coordination

Acclaim Health is a registered charity with over 600 employees that helps over 25,000 people a year. We are Halton’s most trusted home care and community support services provider - and have been for over 90 years. We have a proud and long tradition of providing home and community care to families across the region.

At Acclaim Health we pride ourselves on creating good in the world by giving back to our community, and through a culture of caring, for our patients, clients and our colleagues. We are offer our colleagues flexibility, recognition, benefits, a supportive learning culture, and an expectation of high standards, all while having fun

Acclaim Health is seeking a strong leader to join us as **Manager, Service Coordination**. This full time position will report directly to the Director of Health Services and will be responsible for managing the day to day operations of the Service Coordination team. The Individual will be required to work Monday - Friday from 8:30am - 5:00pm.

**PRIMARY FUNCTIONS**:

- Leads and facilitates team meetings for the Service Coordination team
- Collaborates with the Customer Service team, Care Managers and Director of Home Care Services to determine the need for additional staffing resources
- Ensures effective and efficient scheduling of the Service Coordination Team
- Provides emergency telephone advice for Service Coordination staffing issues outside of office hours
- Ensures staff engagement through standard and equitable reward and recognition
- Ensures that all shift approvals are done to meet the payroll and billing timelines, including any required adjustments.
- Develops and maintains a Service Coordination department training manual.
- Develop, implement, and maintain standard operating procedures.
- Analyze and problem solve issues as they relate to Service Coordination.
- Identify educational needs and assist in the development, coordination and evaluation of in-service sessions in collaboration with employees and Director.
- Analyzes and reviews data and establishes action plans to address trends and implements and evaluates the action plan.
- Provide weekly, monthly and quarterly reports to the Director as required.
- Collaborates with other Acclaim Health programs to develop quality improvement initiatives.
- Develop and implement quality objectives and plans to improve customer/client focused service.

**POSITION REQUIREMENTS**:
**- **Baccalaureate Degree, Business Administration or equivalent.
- Minimum 5 to 8 years of demonstrated leadership and management experience
- Exceptional customer service skills
- Call-Centre experience
- Strong verbal and written communication and interpersonal skills
- Effective listening skills
- Demonstrated assessment, problem-solving and negotiating skills
- Strong planning, coordinating and organizing skills
- Demonstrated ability to work independently and collaboratively as a team member.
- Proficient in Alaycare, Microsoft Office (Outlook, Word, Excel, PowerPoint).
- Knowledge of community resources in Halton Region an asset

**Please note - only those applicants selected for interview will be contacted.**

Acclaim Health is an equal opportunity employer and is actively working towards a more inclusive, diverse and equitable world. We recognize that our work environment is stronger - and our care more effective - when it includes people of equity-seeking groups, including those of varying race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, family status or disability status.

**Salary**: $32.65-$36.81 per hour

**Benefits**:

- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- demonstrated leadership and management: 5 years (required)

Licence/Certification:

- Baccalaureate Degree, Business Administration or equivalent. (required)