Afterhours Scheduling Coordinator Winnipeg

**Afterhours Scheduling Coordinator Winnipeg**

**Do your life’s best work with us**

An Afterhours Scheduling Care Coordinator plays a critical role in ensuring a seamless and positive experience for clients and their families by effectively managing the scheduling of direct care providers within a high-volume contact center environment. This role demands a strong focus on maintaining continuity of care, meeting client requirements, and adhering to scheduling protocols. As the primary point of contact, the Afterhours Care Coordinator must excel in problem-solving and communication, ensuring all stakeholders, including clients, families, care providers, and referral sources, are well-supported.

**Casual Hours Available up to Full Time**

**Shift Rotations**:
**Rotation 1**:Monday - Friday 4:30am-9:30am + Every Saturday and Sunday 5:30am-5:30pm**

**Rotation 2**:Monday - Friday 4:30am-9:30am + Every Saturday and Sunday 6:30am-6:30pm**

**Rotation 3**:Monday - Friday 3:00pm-11:30pm + Every Saturday and Sunday 6:30am-6:30pm**

**Rotation 4**:Monday - Friday 3:00pm-11:30pm + Every Saturday and Sunday 9:30am-9:30pm**

**Rotation 5**:Monday - Friday 3:00pm-11:30pm + Every Saturday and Sunday 12:30pm-12:30am**

**Rotation 6**:Monday - Friday 3:00pm-12:30am + Every Saturday and Sunday 12:30pm-12:30am**

**Rotation 7**:Monday - Friday 4:30pm-12:30am + Every Saturday and Sunday 6:30am-6:30pm**

**Rotation 8**:Monday - Friday 4:30pm-12:30am + Every Saturday and Sunday 12:30pm-12:30am**
- We are currently seeking individuals who can work a minimum of 33-40 hours per week. Please note, working on weekends and statutory holidays are a requirement. Must have 7 days of availability to be considered. You will be scheduled 8 hours MAX per day and have two weekdays off based on business needs._

**This position will be hybrid, a combination of remote and in office work with a possibility to return to office Full-time.**

***Please note, training will be in office, must have first 4 weeks of open availability i.e. 4:30am-9:30am and evenings 3:30pm-11:30pm**
- Orientation for this role is** March 8 and 9 In Office 0900-1600.**:

- For the first 4 weeks you **MUST** be available: Monday, March 10: 3:30pm-7:30pm, Tuesday, March 11: 3:30pm-7:30pm or **0430-0930** and **1530-2130** to attend training sessions i.e.., March 10-14 and March 17-21. You wont require to attend all 5 days, however, you need to be available to attend all sessions as they are scheduled based on the training teams availability.
- This position does require you to have your own equipment i.e. Laptop - your laptop should have a minimum resolution of 1080p and have Windows 10 or 11. An external monitor is recommended. You will need to be close to your modem (7 feet) to connect a desk phone that will be provided to you.

**Key Responsibilities**:

- **Efficient Scheduling**: Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately within a dynamic contact center setting.
- **KPI Achievement**: Meet and exceed individual KPIs such as calls per hour, quality assurance, and the successful scheduling of visits.
- **Stakeholder Communication**: Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
- **Relationship Building**: Cultivate and maintain positive relationships with care providers, clients, and funders, considering individual needs in all decision-making processes.
- **Data Management**: Accurately update and manage scheduling databases, client records, and care plans, ensuring all information is current and accessible for reporting and tracking.
- **Compliance**: Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.

**Knowledge, Education, and Experience**:

- **Educational Background**: Minimum Grade 12 education.
- **Experience**: At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a call center environment.
- **Technical Skills**: Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare).

**Technical and Interpersonal Skills**:

- **Communication**: Strong verbal and written communication skills, with excellent telephone etiquette.
- **Problem-solving**: Results-oriented with strong problem-solving abilities.
- **Multitasking**: Ability to manage multiple tasks in a fast-paced environment.
- **Organizational Skills**: Excellent time management and organizational skills, with a keen eye for detail.

**Additional Considerations**:

- **Contact Center Experience**: Minimum 2 years of scheduling experience in a call center environment or a service delivery team.
- **Medical Background**: Knowledge of medical terminology or experience in medical administration is an asset.
- **Language Skills**: Ability to commu