Client Service Team Leader

The Client Service Team Leader, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he also arranges client care and service, schedules Field employees and maintains scheduling information and data as required. The Client Service Team Leader manages difficult situations related to client care and/or employee schedules and takes an active role in the implementation and maintenance of scheduling systems.
- **DUTIES AND RESPONSIBILITIES**
- Oversee client service coordination area in consultation with the Supervisors; 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.
- 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 supervision, recruitment and orientation of Field employees as requested.
- Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
- Market and promote Bayshore Home Health in keeping with the individual Branch Office Sales and Marketing Plan.
- Participate in ongoing internal and/or external continuing education activities.
- Adhere to Bayshore Policies and Procedures.
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
- Complete other tasks as requested.

Job Qualification

**Education: Minimum**
Secondary School Diploma. Completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred.

**Experience**:
A minimum of two years related customer service experience, preferably in healthcare setting with Windows software scheduling systems.

**Other Skills and Abilities**
Exceptional organizational and interpersonal skills; proven ability to work both independently and as part of a team; ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; ability to operate standard office equipment; proficiency in written /spoken English and French in Branch Offices that provide care to French speaking clients.

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 differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.”

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.