Client Service and Experience Coordinator

The Client Experience Coordinator (CEC), reporting to the Client Services Manager, is responsible for conducting comprehensive client intakes for qualified individuals, primarily seniors, requiring support services such as personal support, meals, transportation, housekeeping, and more. This role supports clients in navigating health systems, accessing necessary services, and completing ongoing assessments of physical and cognitive abilities to ensure clients are directed to the most appropriate services. The CEC also manages care transitions, discharge planning, and leads initiatives to improve the overall client experience. This role champions a people-first philosophy, prioritizing the wellbeing, dignity, and engagement of clients, families, and colleagues in every aspect of service delivery. 

 Description of Duties, Responsibility and Authority 

 Client Intake & Assessment 

• Lead and conduct detailed client intakes to assess needs for support services. 
• Manage and facilitate effective communication and collaboration with referring agencies to coordinate client transitions, ensuring all necessary information is shared and the onboarding process is seamless and timely.
• Advocates for client voice and choice, ensuring care plans are individualized and reflect each client's goals and preferences. 
• Manage the development and updates of individualized care plans based on assessment findings, including setting goals, noting client interests, preparing a file of life, supporting pharmacy coordination for medications, and more as needed. 
• Collaborate with clients and their authorized contacts in developing and managing their goals and needs in relation to their client care plan. 
• Maintain accurate and up-to-date client records and documentation. 

 Care Coordination & Service Delivery 

• Creates and updates process maps to ensure consistency and efficiency in client onboarding and care coordination. 
• Manage the complete client intake and onboarding process, including accurate documentation, Electronic Medical Record (EMR) setup, onboarding to the Client
• Portal, initial scheduling, and effective coordination with scheduling team members to ensure seamless ongoing service delivery.  
• Manage ongoing assessments (RAI CHA, Financial, etc.) of clients to ensure the continued provision of eligible services or navigation to more appropriate services as needed. 
• Collaborates across teams and disciplines to ensure holistic, person-centered care. 
• Serve as a community resource and referral leader by proactively identifying, cultivating, and leveraging deep knowledge of local health, social, and support services.  
• Build and manage strong partnerships with community organizations, agencies, and service providers to ensure clients receive comprehensive, coordinated care tailored to their unique needs.  
• Actively advocate and assist clients by connecting them to the most appropriate resources, facilitating access, and following up to ensure successful outcomes. 

 Client Advocacy & Experience Improvement 

• Communicates openly and honestly with clients, families, and colleagues, building trust through transparency and integrity. 
• Actively identifies opportunities for process improvement and manages rapid improvement events to enhance client experience and operational efficiency 
• Encourages feedback from clients and team members and incorporates their insights into service delivery and process enhancements. 
• Regularly reviews client feedback and process outcomes to ensure services are aligned with client needs and organizational goals. 
• Empowers clients and colleagues to contribute ideas for service improvement, fostering a culture of collaboration and shared success. 
• Organize and manage engagement activities for clients (client outings, event attendance). 

 Transitions, Discharge & Offboarding 

• Maintain ongoing, proactive communication with Bed Site Clients to monitor progress toward discharge goals, identify barriers, and provide timely support for plan adjustments. Document all interactions in the EMR and collaborate with the care team to ensure discharge plans remain relevant and achievable, facilitating a smooth transition for each client. 
• Manage and support clients' discharges and transitions to home or other facilities in partnership with other care providers. 
  As a part of transition facilitation, coordinate with families and receiving facilities, support prescription planning, and conduct post-discharge follow-ups. 

 Waitlist & Follow-Up Management 

• Oversee and coordinate referrals and waitlists for both internal programs and in support of external partner agencies (e.g., HPG), ensuring timely and accurate tracking of client status. 
• Maintain comprehensive records and generate regular reports on client intakes, wait times, and related metrics, supporting organizational decision-making and service optimization. 
• Proactively monitor waitlists and follow-up activities, providing timely updates and outcome reports to ensure clients receive appropriate and prompt care. 

 Community Engagement & Outreach 

• Build and maintain strong relationships with community organizations (e.g., legions, seniors' groups, health fairs) through proactive outreach, partnership development, and participation in community events to expand awareness and access to services. 
• Promote organizational services through targeted advertising, presentations, and engagement activities, actively connecting with potential clients to understand their needs and encourage participation in available programs. 

 Strategic Meetings & Collaboration 

• Manage engagement in strategic meetings and presentations (e.g., OHT Partner, Situation Tables, Outreach, Community Fairs), representing HH as an active and engaged partner. Proactively identify and pursue strategic opportunities, facilitate system integration initiatives, and ensure effective collaboration with internal and external stakeholders. 
• Actively contribute in team meetings, championing continuous improvement by identifying opportunities, proposing solutions, and collaborating with colleagues to implement best practices. 

 Data, Reporting & Quality Assurance 

• Collect, analyze, and report on client metrics (e.g., number of intakes, acuity improvements, fall risks, NPS, issue resolution time, service utilization rates). 
• Regularly reviews metrics such as wait times, intake completion rates, and client satisfaction to identify areas for LEAN-driven improvement 
• Participate in accreditation and quality assurance activities. 
• Develop and maintain structured processes for discharge planning, transition forms, and client huddles. 
• Leads by example in embracing change, overcoming resistance, and celebrating successes in process improvement. 
• Collaborate on building systems for tracking and reporting client outcomes. 

 Administrative and Other Functions 

• Manage general administrative tasks required in an office role such as making and accepting calls, data entry, preparing reports and presentations, maintaining digital records, etc. 
• Fosters a welcoming, inclusive environment where diversity is celebrated and everyone feels valued. 
• Treats every client and colleague with respect, compassion, and empathy, upholding the organization's values of care, accountability, inclusion, and integrity. 
• Participate in on-call rotations as required to support the broader management team. 
• Other duties as assigned. 

Required Knowledge, Skills, Competencies, and Other Qualifications: 

• Diploma or higher in Social Work, Gerontology, Nursing, or a related field.  
• Experience in client intake, assessment, and care planning, preferably with seniors. 
• Strong understanding of health systems and community resources. 
• Excellent communication and interpersonal skills. 
• Demonstrates understanding and application of LEAN principles in daily work, including waste reduction, process improvement, and respect for people. 
• Attention to Detail: Consistently produces accurate work by thoroughly reviewing documentation and processes to ensure compliance and quality. 
• Strong organization skills: Effectively prioritizes tasks and manages multiple responsibilities to meet deadlines and maintain orderly records. 
• High degree of Initiative: Proactively identifies opportunities for improvement and takes independent action to enhance client care and team performance.  
• Demonstrates self-motivation and accountability when working independently, while actively collaborating and communicating with team members to achieve shared goals and deliver high-quality client care. 
• Proficiency in Microsoft Office and client management software. 
• Demonstrates empathy, respect, and genuine concern for each client's wellbeing by actively listening, responding to individual needs, and delivering care that honors client preferences, values, and dignity. 
• Continuous Improvement Mindset: Proactively identifies and implements process improvements using LEAN methodologies to enhance client experience and operational efficiency. 
• Data Analysis & Reporting: Collects and analyzes client and operational data, leveraging business intelligence tools to support evidence-based decision-making. 
• Cultural Competence: Fosters an inclusive environment by respecting and valuing the diverse backgrounds of clients and colleagues. 
• Advanced Communication Skills: Effectively communicates with clients, families, and team members, ensuring clarity, empathy, and responsiveness. 
• Patient Safety Advocacy: Promotes a culture of safety by adhering to best practices, participating in incident reviews, and supporting ongoing quality improvement initiatives. 
• Must have and maintain a Valid Driver's License and be eligible to drive in Ontario 
• Must be eligible to work in Ontario 

Other Preferred Qualifications: 

• Bilingual abilities. 
• LEAN Yellow Belt or Higher 

Working Conditions 

• Office environment with regular travel to client homes or community sites. 
• Typically working Monday to Friday during office hours, with some requirement for flexibility to work on occasional evenings and weekends to accommodate meetings, events, and sharing the responsibility of the on-call rotation with the broader management team as required 

Other Considerations 

Due to the changing nature of the Organization's role and relationship with funders, the duties and responsibilities of this position may change, from time to time, necessitating the delegation of other related duties within the Organization. 

This position is created and maintained within the Organization through program funding through the Government of Ontario.  The continuation of this position within the Organization is dependent on continued funding through the Government of Ontario.  

Diversity, Equity & Inclusion Statement

We are committed to fostering a workplace where everyone feels valued, respected, and supported. Our goal is to create an inclusive environment that celebrates diversity and ensures equitable opportunities for all individuals to thrive.

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