Client Service Coordinator

Bayshore HealthCare; Ottawa; Hybrid; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Retirement plan

Competitive salary

Job summary

Bayshore HealthCare in Ottawa is seeking a Client Scheduling Coordinator to link patients, families and care providers. This in-office role requires strong customer service, scheduling acumen and comfort with EMR systems to coordinate timely care.

Responsibilities include engaging with patients and families, processing funder referrals, and assigning care providers based on client needs and geographic considerations.

Qualifications

• Two years of related customer service experience, preferably in healthcare.
• Proven ability to communicate effectively in spoken and written English.
• Proficiency with EMR systems (Procura) and scheduling software.

Responsibilities

• Communicate professionally with patients, families, staff, and funder organizations.
• Process funder referrals and updates in the EMR (Procura).
• Review service needs with Supervisors, field staff and patients.
• Schedule and assign care providers based on client needs, geography, and staff availability.
• Coordinate caregiver assignments and ensure consistent service delivery.
• Notify patients and staff of initial and ongoing schedules.
• Utilize scheduling to meet availability and client care needs.
• Document accurate records in the EMR.
• Address patient concerns promptly and follow escalation pathways.

Skills

Customer service

English communication

Scheduling coordination

Organizational skills

Problem solving

Education

Secondary School Diploma

Certificate/Diploma in Medical Terminology or Office Administration

Related certificate/diploma preferred

Tools

Procura EMR

Scheduling software

Microsoft Office

Job description

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list. Are you passionate about making a difference in patient care? Join our dynamic team as a Client Scheduling Coordinator and be the vital link between patients, families, and healthcare providers! We are seeking professional individuals with superior customer service skills, a willingness to learn, and an overwhelming drive to showcase their scheduling abilities. 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.

Availability: Monday through Sunday – between 5am and 10pm. Rotating shift schedule. In-Office Position: located at our Greystone Transitional Care Unit ( 225 Scholastic Dr, Ottawa, ON K1S 5W2), and will require TB testing and immunization records.

Primary Responsibilities:

• Communicate: Professionally engage with patients, families, staff, and funder organizations
• Process: Quickly handle funder referrals and updates in the EMR (Procura)
• Review: Collaborate with Supervisors, field employees and patients to assess service needs
• Schedule: Assign care providers based on client needs, geographic area, staff skill-set and availability
• Coordinate: Ensure consistent caregiver assignments and service delivery
• Notify: Keep patients and staff informed of initial and ongoing schedules
• Utilize: Optimize staff schedules to meet their availability and client care needs
• Document: Maintain accurate records in the EMR
• Resolve: Address patient concerns promptly and follow escalation pathways

Why Join Us?

• Immediate Impact: Make a real difference in the lives of employees, patients and their families
• Competitive Salary: Earn a competitive wage commensurate with experience
• Health Benefits: Comprehensive health, dental, and vision insurance for you and your family
• Paid Time Off: Competitive leave time to ensure work-life balance
• Retirement Plan: Employer-contributed retirement savings plan
• Supportive Team: Be part of a collaborative and supportive team environment
• Growth: Opportunities for professional development and career growth

Education

• Secondary School Diploma
• Completion of a related certificate/diploma such as Medical Terminology or Office Administration is preferred.

Experience and Abilities:

• A minimum of two years related customer service experience, preferably in healthcare
• Proven customer service skills, preferably in healthcare or other high-paced customer service environment
• Strong ability to communicate effectively, both written and orally, in English
• Ability to handle issues and problem solve with tact and diplomacy
• Excellent computer skills (Windows, Microsoft office, internet, EMR)
• Ability to prioritize and handle multiple demands in a fast-paced environment
• Proven organizational and teamwork skills; able to work independently and prioritize workload
• Positive work and attendance performance essential
• Strong interpersonal skills including demonstrated ability to build rapport and connections
• Advanced competency in keyboarding and scheduling software with a willingness to learn
• French language proficiency will be considered an asset and is a requirement for all Quebec locations

At Bayshore Healthcare, we are committed to fair, equitable, and transparent compensation practices. Base salary offered within an established range are determined using clearly defined criteria, including skills, experience, and overall organizational impact. All offers are thoughtfully aligned with internal equity and external market competitiveness. We strive to create a high-quality and safe environment for both our team members and the clients and patients we serve is a top priority. Depending on provincial regulations and the nature of the role, new hires may be required to provide proof of vaccination against certain illnesses, such as COVID-19, Hepatitis, or seasonal influenza. Recruiters will provide any role‑specific requirements. Our Equity, Diversity, and Inclusion standards shape our vision of being the difference in the lives of those we care for, collaborate with, and support within our communities. We take pride in cultivating a culture of belonging, one where individual differences are embraced and celebrated, and where programs, resources, and policies are designed to support each person’s purpose, potential, and well-being. Lastly, at Bayshore, we are equally committed to fostering an inclusive and accessible workplace and operate in full compliance with all provincial and territorial Human Rights and accessibility legislation. To ensure an inclusive recruitment and selection process, candidates are encouraged to share any accommodation needs they may have.