Service Coordination

1 week ago

Scarborough, Canada Education & Employment Full time

**Service Coordination & Contact Centre**

**Location**: Scarborough
**Reports To**: Director of Operations

At **Nurse Next Door Scarborough**, we’re more than a home care agency—we’re a movement built on the belief that _making lives better_ begins with personalized, joyful, and well-coordinated care. As we expand our services across Scarborough, York, and The Beaches, we are looking for a **Service Coordination & Contact Centre** to lead our dynamic team in delivering timely, compassionate, and high-quality care experiences.

This is a key **leadership role** responsible for overseeing our contact centre operations, care scheduling, and workforce deployment. You will play a pivotal role in optimizing our backend operations while maintaining our front-line promise of **Happier Aging**.

**Your Impact**:

- Lead a team of Service Coordinators, Schedulers, and Client Care Ambassadors to ensure timely, accurate scheduling and care coordination.
- Oversee daily operations of our contact centre, ensuring efficient client and employee support across multiple programs (Private Pay, IFHP, WSIB, Respite).
- Align team performance with care goals, franchise standards, and key performance indicators (KPIs) such as visit completion rates, fill times, and customer satisfaction.
- Act as a systems lead for platforms including **AlayaCare** and **CINCH**, ensuring data integrity and real-time responsiveness.
- Collaborate closely with our People Team to support recruitment, onboarding, and workforce deployment for PSWs, Nurses, and Companions.
- Champion service quality by identifying gaps, leading root cause investigations, and training team members to mitigate risks and improve communication flow.
- Monitor high-priority cases, escalations, and visit disruptions, ensuring rapid intervention and resolution.
- Contribute to strategic planning, workflow design, and scaling initiatives in line with organizational growth targets.

**What You Bring**:
**Education & Experience**
- Post-secondary degree or diploma in Health Administration, Business, or a related field.
- **3-5 years of leadership experience** in a scheduling, contact centre, or home care operations setting.
- Proven success managing multi-disciplinary teams in a fast-paced, hybrid or remote environment.
- Prior experience with **AlayaCare, CINCH**, or comparable scheduling platforms is a strong asset.
- A healthcare agency or home care background is **required**.

**Skills & Abilities**
- Strong operational acumen and ability to balance client satisfaction with workforce optimization.
- Excellent interpersonal and communication skills—able to lead with empathy and clarity.
- Proficiency in scheduling, time tracking, workforce analytics, and reporting tools.
- Ability to coach, mentor, and inspire a high-performing team with diverse roles and backgrounds.
- Strategic thinker who thrives in solving complex problems with a people-first mindset.

**Why Join Nurse Next Door?**
- Be part of a **mission-driven company** focused on improving the lives of seniors, newcomers, and caregivers.
- Lead within a growing franchise that values **autonomy, integrity, and compassionate leadership**.
- Work in a **collaborative, hybrid environment** with opportunity to shape systems and scale programs.
- Competitive compensation package and growth potential within a thriving network.

**To Apply**:
For more information, call us at **416-474-5148**.

**Job Types**: Part-time, Casual

Pay: $17.78-$26.02 per hour

Work Location: In person

Application deadline: 2025-08-04
Expected start date: 2025-08-11

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