Client Service Team Lead, Intake

The Client Service Team Lead, Intake, under the direction of the immediate Supervisor, oversees the coordination of client referrals by the Intake Coordinators. They can also participate and oversee the arranging of client care and service, schedules Field employees and maintains scheduling information and data as required. The Client Service Team Lead, Intake 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 the Intake Coordination area in consultation with the Supervisor; 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 Intake Coordinators
- Handle and document prospective client inquiries regarding requests for care and service.
- Complete data entry and maintain accurate and current scheduling documentation.
- Assist with the supervision, recruitment and orientation of administrative employees as requested.
- Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
- Organize and supervise all incoming referrals and memos, coming from CHRIS through the Health Partner Gateway from HCCSS.
- Receive priority referrals by phone from hospital, HCCSS Intake, Case Manager as required.
- Assess information received for errors and notify HCCSS case manager with any discrepancies.
- Strive to maintain good working relationships with those groups and individuals with which Home Care is associated in the delivery of health care.
- Answer phones and follow up with any priority referrals.
- Download and log all referrals, memos, etc from HPG.
- Ensure that therapist accepts new referral with confirmation.
- Notify stakehoolders of any hospital holds or address changes immediately, resumes, increase PED, increase in block bookings, may be left on voice mail.
- Participate in ongoing internal and/or external continuing education activities.
- 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.

Job Qualification

Education: Minimum - Secondary School Diploma. Completion of a recognized Program, such as the Registered Practical Nurse Program, Business Administartion, Health Management 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. 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.