Client Services Coordinator

Client Services Coordinator (Hybrid)

Lending Hand Home Care Corp.

About Us

At Lending Hand Home Care Corp., we're dedicated to providing high-quality in-home healthcare services that empower individuals and families to live comfortably and safely at home. Our mission is to deliver compassionate, personalized, and professional care that supports independence, dignity, and well-being.

Our approach is guided by Person- and Family-Centered Care (PFCC) — a philosophy that recognizes the essential role of families in our clients' lives. PFCC emphasizes respectful, compassionate, culturally safe, and responsive care that reflects the needs, values, and beliefs of each client, their family, and others important to them, across diverse backgrounds and settings.

Position Overview

The Client Services Coordinator plays a pivotal role in fostering strong relationships between clients, their families, caregivers, and our care team. This position is responsible for coordinating client care services, managing schedules, maintaining accurate records, and supporting our interdisciplinary team to ensure high-quality, person-centered care delivery.

This hybrid position requires professionalism, empathy, exceptional communication skills, and a strong commitment to excellence in client service.

Hours: Part-Time; Monday to Friday, 12:00pm – 5:00 p.m.

On-Call: Participation in a bi-weekly after-hours rotation (additional compensation provided).

Starting Pay: $22.00 – $26.00 per hour, depending on experience and qualifications.

Duties and Responsibilities

Client Coordination & Intake

• Coordinate client intake referrals from various sources
• Create and maintain accurate electronic client files.
• Adhere to all privacy policies and obtain appropriate client consents.
• Maintain and update client tracking systems.
• Provide accurate, respectful, and timely communication with clients and families, ensuring their active participation in care planning.

Scheduling & Administration

• Develop and manage monthly client and team schedules using Axiscare.
• Generate and distribute scheduling and billing reports as required.
• Assist with data entry, documentation, and overall administrative support to ensure efficient operations.
• Participate in the after-hours on-call rotation, ensuring continuous client support.

Leadership & Collaboration

• Lead and mentor care staff, including nurses and personal support workers, ensuring high standards of care delivery.
• Oversee staffing plans, including hiring, training, and competency verification.
• Ensure all care and documentation practices align with federal/provincial regulations and internal standards.
• Conduct case reviews, track client outcomes, and ensure goals are being met effectively.
• Collaborate with hospitals, community organizations to ensure safe and seamless client transitions.

Client Service Excellence

• Deliver exceptional customer service through empathy, professionalism, and proactive communication.
• Accurately assess and address client or family concerns, escalating appropriately when required.
• Maintain thorough documentation of all client interactions, ensuring smooth workflow and accountability.
• Support the organization's PFCC model by ensuring every client and family is treated as an active partner in their care.

Required Qualifications

• Minimum 2 years' experience in a medical, healthcare, or social services setting, preferably in client coordination or scheduling.
• 2+ years of staff scheduling experience
• Strong organizational and administrative skills with exceptional attention to detail.
• Excellent verbal and written communication skills.
• Ability to handle confidential information with discretion and professionalism.
• Demonstrated ability to work both independently and collaboratively within a multidisciplinary team.
• Knowledge and appreciation of the home care sector and community health systems.
• Valid driver's license and access to a reliable vehicle.
• Vulnerable Sector Police Record Check required.

Assets

• Knowledge of medical terminology.
• Proficiency in cloud-based storage and collaboration tools, Axiscare, Adobe, Slack, and GoTo platforms.
• Coursework or certification in medical administration or healthcare coordination.
• Experience working with diverse patient populations (e.g., multicultural, palliative, mental health, geriatrics, pediatrics, ABI).
• Case management or recent community-based experience.

Core Competencies

• Compassionate, client- and family-centered approach.
• Strong problem-solving, assessment, and decision-making abilities.
• Effective time management and prioritization in a dynamic environment.
• Leadership and motivational skills.
• Excellent interpersonal, communication, and relationship-building abilities.
• Commitment to evidence-based and best practice standards.

Working Conditions

• Hybrid work model: combination of in-office and remote work.
• General office duties including typing, filing, and occasional lifting up to 25 lbs.
• Frequent sitting, standing, walking, and light travel as required.
• Confidential workspace and access to high-speed internet for remote work.

Job Types: Part-time, Permanent

Pay: $22.00-$26.00 per hour

Benefits:

• Extended health care

Experience:

• scheduling: 2 years (required)

Location:

• London, ON N6C 2T9 (preferred)

Work Location: Hybrid remote in London, ON N6C 2T9