Client Services Manager

Job Description - Client Services Manager )#

Job Description |  |  || --- | --- || Client Services Manager(Job Number: )  Primary

Location:

ON-Markham   Administration Employee Type:

Full-Time Pay Rate From:$68,900 Pay Rate To:$86,100  Description :
** JOB SUMMARY
** The Client Service Manager, under the direction of the Director of Support Services, oversees the coordination of client care schedules by the Client Service Coordinators. S/he is responsible for timely data entry of all client referrals, new orders and updated information. The Client Service Manager oversees all aspects of client service including but not limited to difficult situations related to client care and/or staff and client schedules and implements and manages scheduling processes to ensure that scheduling complies with the collective agreement and client needs.

** Person-and family-centered care (PFCC)
** Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.

** Hybrid (after in person 3 month probationary period)
** 3 days in office 2 days remote,   
** Shift Timings**:
Monday through Sunday – between 5am and 10pm. Rotating shifts   Possibly Some travel required   
** DUTIES AND RESPONSIBILITIES*
* * Oversee client service coordination area in consultation with the Clinical Managers/Area Directors; 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 Client Service Coordinators.
* Handle and document prospective client inquiries regarding requests for care and service.
* Notify clients and Field employees regarding initial and ongoing schedules.
* Problem-solve issues related to scheduling Field employees and/or client care and service.
* Complete data entry and maintain accurate and current scheduling documentation.
* Assist with the supervision, recruitment and orientation of Field employees as requested.
* Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
* 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   Qualifications :
** Education
* * Minimum - Post Secondary;
Completion of a recognized Program, such as a Medical Terminology course is preferred. Diploma in Business or Healthcare Administration is preferred.

** Experience*
* * A minimum of five years related customer service experience with progressive responsibilities in a supervisory capacity.
* Working knowledge of Yardi & Procura are assets   
** Other

Skills and Abilities

** Exceptional organizational and interpersonal skills; proven ability to work both independently and effectively lead a team; solid knowledge of the principles, practices and methods of community nursing and service delivery to clients as well as the principles of program development, implementation and evaluation; 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.  Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc.

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