Client Service Manager

The Client Service Manager, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. They are responsible for 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 and/or staff and client schedules and implements and manages scheduling processes to ensure that scheduling complies with the collective agreement and client needs.

**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.
- 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
- Currently, this position is hybrid requiring both in-office and remote work, however, it will move back to in-office work some time in the future at the GTA Government office in Mississauga._

Job Qualification

**Education**
Minimum - Secondary School Diploma.

Diploma in Business or Healthcare Administration considered an asset.

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 five years related customer service experience with progressive responsibilities in a supervisory capacity.

**Other Skills and Abilities**
Exceptional organizational and interpersonal skills; proven ability to work both independently and effectively lead a team; solid knowledge of the principles, practices and methods of community nursing and service delivery to clients 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 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. 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.