Client Experience Leader - Operations & Team Growth

Bayshore HealthCare; Mississauga; On-site; CAD 65,000 - 70,000; Full time

Job summary

Bayshore HealthCare in Mississauga is seeking a Client Experience Manager to oversee the day-to-day operations of the Centralized Coordination Program, reporting to the Client Experience Senior Manager. You will supervise scheduling, performance against KPIs, and quality audits to ensure exceptional service for clients and staff.

This role requires strong leadership, excellent communication, and the ability to optimize operations.

Qualifications

• Minimum secondary school diploma.
• Completion of a recognized LPN/RPN program and/or Medical Terminology course preferred.
• Diploma in Business or Healthcare Administration.
• At least five years of related customer service experience with supervisory responsibilities.

Responsibilities

• Supervise daily operations of the Centralized Coordination Program and its employees.
• Manage the schedule to ensure adequate coverage.
• Monitor performance against KPIs to meet service targets.
• Conduct routine quality audits to ensure prompt, professional calls.
• Support the team during peak times to ensure timely client and employee calls.
• Recruit, orient and train Client Experience Coordinators.
• Foster high-quality relationships across Bayshore branches and departments.
• Adhere to Bayshore Policies and Procedures.

Skills

Interpersonal skills

Communication skills

Team leadership

Problem solving

Ability to work under pressure

Time management

Education

Secondary School Diploma

Licensed/Registered Practical Nurse program

Medical Terminology course

Diploma in Business or Healthcare Administration

Job description

Bayshore HealthCare in Mississauga is seeking a Client Experience Manager to oversee the day-to-day operations of the Centralized Coordination Program, reporting to the Client Experience Senior Manager. You will supervise scheduling, performance against KPIs, and quality audits to ensure exceptional service for clients and staff.

This role requires strong leadership, excellent communication, and the ability to optimize operations.