After Hours-- Client Services Coordinator

JOB DESCRIPTION

Access Healthcare Services is a leading home and community healthcare provider serving the Ottawa and Champlain region. AHS provides nursing, personal and home support services on behalf of Ontario Health at Home, insurance providers, community partners and private individuals. AHS holds exemplary status with Accreditation Canada and offers a range of nursing and support services including specialty and ambulatory care clinics, in home nursing and personal support, corporate wellness services and facility staffing relief.

Access Healthcare Services inc. is looking for a part time, After-Hours Client Services Coordinator to join our dynamic team working evening shifts Monday to Friday (4pm-8pm) and alternating weekend shifts (8am-2pm or 2pm-8pm). The Client Services Coordinator is responsible for scheduling field staff according to client care needs. They will coordinate communication between multiple stakeholders including field staff, clients, client families, service providers, and Home and Community Care Support Services.

REQUIRED SKILLS

• Excellent communication and customer service skills
• Ability to prioritize and multi-task to meet tight deadlines
• Experience with MS Word, Excel, and Outlook
• Ability to demonstrate excellent telephone etiquette
• Capable of organizing and inputting large amounts of data with accuracy
• Flexibility and willingness to assist with sick calls
• Able to work independently
• Able to follow direction
• Multi-tasking ability
• Ability to stand, bend, squat, kneel and reach freely; able to freely lift up to 35 pounds
• Experience with AlayaCare an asset
• Experience in Home healthcare and Scheduling program an asset

ROLES & RESPONSIBILTIES

• Monitoring and scheduling field staff according to urgent client care needs during afterhours.
• Coordinate communication between multiple stakeholders including field staff, clients, client families, service providers, and the Home and Community Care Support Services.
• Processing all incoming updates and communicating relevant information to teams as required
• Answer phones after hours and escalate any non-urgent concerns to primary client service coordinators
• Use scheduling software effectively to fill any urgent vacant shifts
• Ensure care providers are scheduled effectively and efficiently following our policies
• Communicate effectively with care providers to ensure schedules are carried out
• Provides customer service support by responding to client inquires as required Maintain accurate records of care provider availability
• Take into consideration the individual needs of patients (and families), and of care providers, when making decisions
• Dispatch on-call nurse as needed
• Maintain accessibility by phone for patients, care providers, referral sources and other stakeholders
• Follow up appropriately on missed visits
• Resolve or escalate, as required, client/family/staff concerns/issues to the appropriate Primary Coordinator or on-call manager.
• Ensure dated notes are timely and clear, and contain appropriate and required information
• Respond to faxes and emails in a timely manner
• Enter all critical and relevant information into the system for appropriate follow-up and documentation
• Escalate appropriate concerns or risks for review and/or follow-up to on-call manager
• Complete after hours report at end of shift.
• Other duties as determined by the Manager, Client Services or designate

REQUIREMENTS

• College Diploma in General Office or Business Administration an asset
• 0 - 1 year of Office, Medical Administration and/or Scheduling Experience Required
• Course in Medical Terminology would be an asset
• Bilingual in both English and French is preferred but not required
• Evening and weekend availability required

Access Healthcare Services Inc. is proud to announce that it has recently been re-awarded a four-year accreditation with exemplary standing, the highest award available from Accreditation Canada. We are a nurse managed home healthcare organization that provides services on behalf of the Champlain Local Health Integration Network, private individuals, insurance companies and other municipal and provincial organizations in various sectors.

As an equal opportunity employer, Access Healthcare Services Inc. is committed to diversity, inclusion and accessibility. Access Healthcare Services Inc. welcomes and encourages applications from all people. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We would like to thank everyone in advance for their interest in Access Healthcare Services Inc. however, only applicants selected to join us for the first round will be contacted.