Operations Support Lead

Join the FLA OHT Home Care Modernization Team and play a key role in shaping the future of homecare across Ontario We are seeking passionate, dedicated leaders who are committed to transforming healthcare delivery for our clients. If you naturally lead with a focus on person-centered care, improving coordination, enhancing communication, enabling self-scheduling, and adapting care plans in real-time to meet client needs and risks, we want you on our team. Our mission is to improve health outcomes by ensuring clients receive the right care, at the right time, in the right way.

Job Summary
This role is responsible for ensuring the efficient and effective communication between clients, frontline staff, and management, with a focus on building and maintaining positive internal and external relationships. The position supports and coordinates all aspects of service operations, including referral processing, scheduling, timely dispatching of care services, and maintaining accurate records of service requests. The goal is to ensure high-quality customer service and seamless care delivery that aligns with both client needs and program and organizational standards.

Responsibilities

• Respond promptly and professionally to all inbound calls from frontline staff, clients, and external stakeholders taking immediate action as needed to resolve issues and facilitate care delivery.
• Partner with the care team to assign primary and/or partner care providers to each client, ensuring that all visits are scheduled and assigned ensuring continuity of care and safe, efficient service delivery.
• Support scheduling plan changes as needed to accommodate changes in client service needs, working collaboratively with frontline staff and management to ensure cost-effectiveness and operational efficiency.
• Maintain an up-to-date availability system, coordinating with the master schedule to ensure appropriate resource allocation.
• Monitor and adjust schedules to accommodate changes in care requirements or staffing availability, ensuring that care is always delivered on time and according to plan.
• Support and enable a team member self-scheduling care model
• Ensure continuous and accurate information flow among internal teams, including ensuring the medical orders, referrals, and client-specific information is updated in the scheduling system
• Adhere to established communication protocols and ensure that all interactions with staff, clients, and external stakeholders are professional, courteous, and efficient.
• Support the onboarding process by orienting new staff to service coordination processes, company policies, and scheduling procedures.
• Assist in ensuring that all administrative tasks, including record-keeping, report generation, and system updates, are completed accurately and on time.
• Perform other reasonable duties as assigned to support service delivery and operational efficiency.

Why join our team?

• Competitive Compensation. Our Total Rewards package includes a competitive guaranteed salary, group benefits, RRSP pension, and exclusive perks/discounts available only to SE Health staff.
• Develop yourself with SE. We have education bursaries, Tuition Assistance Programs, continuing education, training, and professional development to support your life-long learning. You'll benefit from our orientation and mentorship programs. Our clinical practice and nursing teams will support you with comprehensive care plans and modern models of care that will mean you'll always be supported to provide the best possible care to your clients.
• Grow your career. SE health is a large national organization with diverse healthcare business lines. You'll have an opportunity – and will be supported – to do different types of roles in different locations if that is what you're interested in. Or you can pivot to supporting or leadership positions where you can use your skills to contribute and make an impact in different ways.
• Manage your life. At SE, you'll have the flexibility to manage your schedule to balance your life.

Requirements

• Familiarity with community health care services and client service coordination experience is preferred
• Adaptability and an ability to deal with uncertainty, and handle multiple tasks
• Ability to prioritize and deal with tight deadlines
• Efficient and accurate data entry skills
• Exceptional organization, planning and time management skills
• Ability to work independently and as part of a team
• Experience in analytical analysis and critical thinking
• Detailed orientated
• Data driven, analytical and aptitude for change management
• Excellent communication and interpersonal skills
• Ability to effectively interact with staff and management
• Demonstrated customer service, problem solving and organization skills
• Past experience preparing staff schedules is preferred
• Minimum 2 years' experience in administrative role such as Service Coordination

About SE Health
At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We're a great place to work, and we hope you'll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at at your earliest convenience.