Care Team Coordinator

Assurance Home Care; Ottawa; On-site; CAD 42,000 - 65,000; Full time

Job summary

Assurance Home Care in Ottawa provides in-home services with a focus on independence and compassionate, personalized care. We seek caring, patient individuals who thrive in helping clients with companionship, housekeeping, meals, reminders, and personal care while maintaining respect and dignity.

Reporting to the Manager of Care Operations, you will lead with our high standards, act as a bridge between clients and providers, and resolve issues calmly under pressure to deliver a sophisticated,

Qualifications

• Growth mindset and willingness to learn and grow.
• Team-oriented and collaborative work ethic.
• Adaptability to fast-paced, high-pressure environments with rotating on-call duties.
• Comfort with using scheduling platforms and technology to improve efficiency.
• Strong empathy and ability to support families through challenging moments.
• Experience in high-end customer service or high-volume settings to retain clients.

Responsibilities

• Problem Solving: de-escalate scheduling or care issues in real time.
• Retention Excellence: be a responsive point of contact to keep clients engaged and loyal.
• Service Excellence: monitor care delivery and follow up to maintain trust.

Skills

Growth Mindset

Team Player

Adaptable & Resilient

Tech-Forward

Big Heart & Empathy

Retention-Focused

Job description

Assurance Home Care is an in-home care company focusing on high-end services for its client's needs. We are looking for individuals who are passionate about what they do, understand, and respect the desire for independence while working closely with our clients. Our services include everything from companionship to housekeeping, meal preparation, medication reminders, personal care and grooming assistance and running errands. We are seeking the ideal candidate who is patient, physically capable, and committed to delivering respectful, person-centered care.

The Role

Our Care Team members are key operational leaders responsible for delivering exceptional, highly personalized service and support. We’re strategic and tech-forward professionals seeking a new team member to add to our mission. There is room to grow in your career with us and to make a meaningful difference in the lives of our clients.

Reporting to the Manager of Care Operations, you’ll be a champion of our highest standards and be a frontline problem-solver. This role is focused on client retention and creative problem-solving. You’re the crucial bridge between our clients and care providers, ensuring that even in high-pressure situations, every stakeholder receives a sophisticated and empathetic experience that a professional such as yourself delivers.

Note: While we operate in the healthcare space, medical training is not required. We’re looking for world-class customer service experts who love people and challenges.

About You

You are a "people person" with a deep sense of responsibility and a "whatever it takes" attitude. You don’t just manage tasks; you own them with total accountability.

• Growth Mindset: You love to learn and grow. Youseek ways to innovate, improve processes, and deliver greater value. You view challenges as opportunities to sharpen your skills.
• Team Player: You’re all about the team. We’re a collegial, hands-on group that works closely together. You’re willing to cross-train and learn different aspects of the business to support our collective success. You’re positive and optimistic.
• Adaptable & Resilient: You thrive in fast-paced environments and are flexible with your time, including participating in a rotating on-call schedule. This can be a high-pressure role because the work we do every day matters. Our work is dynamic and high-impact. You need to be quick thinking with a proactive spirit.
• Tech-Forward: You’re comfortable leveraging modern technology and scheduling platforms to enhance efficiency and communication. You enjoy using tools to stay organized and transparent. And if you don’t know, you’re open to learning.
• A "Big Heart" with High Empathy: You genuinely care about people. You have the emotional intelligence to support families through difficult moments while maintaining professional poise.
• Retention-Focused: You likely have a background in high-end customer service or a high-volume environment where you learned to solve problems quickly to keep clients happy and loyal.

Core Responsibilities

Customer Service & Client Retention

• Problem Solving: Utilize out-of-the-box thinking and de-escalation skills to resolve complex scheduling or care issues in real-time.
• Retention Excellence: Serve as a responsive point of contact for client inquiries, ensuring they feel heard and valued so they remain lifelong partners with us.
• Service Excellence: Monitor care delivery to ensure it meets our "white-glove" standards, conducting proactive follow-ups to uphold trust.

Scheduling & Operational Precision

• Precision Matching: Ensure all client shifts are staffed appropriately, matching care provider skills, personality, and availability to specific client needs.
• Multi-City Coordination: Manage caregiver assignments across three cities, ensuring consistency and reliability despite many moving parts.
• Dynamic Response: Maintain up-to-date schedules and provide timely, clear communication regarding changes.

Relationship Management & Advocacy

• Build Connections: Develop strong working relationships with caregivers, clients, and physicians.
• Support & Advocacy: Actively listen to and advocate for our care providers, ensuring they feel equipped, prepared, and valued.
• Closed-Loop Communication: Ensure every interaction - phone, email, or text is followed through to completion with transparent documentation.

Working Conditions

• High-Pressure Environment: This is a dynamic role that requires acute attention to detail and the ability to multitask even under significant pressure.
• On-Call Commitment: Participation in a rotating on-call schedule is required to deliver 24/7 peace of mind to our clients because we support each other.
• Elevating the Team: We’relooking for someone who doesn't just "fit in" but actively makes our team stronger through their work ethic and positive attitude.

If the essence of this role calls to you, reach out! We’d love to meet you. You don’t need to have everything listed, but you do need the right attitude and openness to learning.

Assurance Home Care welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.