Client Intake Supervisor

2 weeks ago

Mississauga, Canada Bayshore HealthCare Full time

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

The Client Intake Supervisor reports to the Director of Client Experience as designated by the Managing Director.

**Key Duties and Responsibilities**
- Model stellar inquiry process management; respond with compassion and empathy to all callers looking for information about services provided by all Bayshore HealthCare divisions, understand caller’s needs and provide direction as to the appropriate Bayshore offering, provide information about Bayshore services to families; book assessments with local Home Health branches; provide consistent follow up with families and branches as well as accurately record client information in our CRM to ensure up-to-date family information and status.
- Complete call audits to ensure accurate documenting by the team
- Proactively support the execution of new launches, processes and procedures
- Queue monitoring to ensure appropriate coverage
- Assist in quality assessments of calls and provide coaching wherever necessary
- Provide on-demand support when necessary; escalate concerns identified and be creative in recommending solutions for day to day challenges
- Understand the purpose and relevance of company policies, processes and scripts, ensuring team commitment to objectives
- Assist with scheduling and Payroll preparation
- Complete other tasks as requested.

**Work Location**: Bayshore Healthcare, Mississauga, National Office. This role is fully onsite.

Job Qualification

**Education**

University/College education or equivalent combination of education and experience.

**Experience and Skills**
- Exceptional interpersonal and communication skills. Must be compassionate and caring.
- Strong computer and typing skills necessary, including Word and Excel.
- Ability to multi-task; talk on the phone and take notes on the computer.
- Ability to work under pressure.
- Demonstrate a growth mindset and ongoing learning.

Bilingual in English and French would be preferred.

**Other Skills and Abilities**
- Team motivator & player
- Customer Service Oriented
- Problem solver with a solution-oriented approach
- Troubleshoot and manage crisis as they arise
- Reliable, responsible and self-starter - able to work effectively with mínimal supervision
- Ability to follow policies and procedures

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