Client Services Manager

Access Healthcare Services; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading healthcare provider in Ottawa is seeking a Client Services Manager to join their team. The role involves overseeing client service operations, ensuring quality care, and enhancing team performance. Candidates should have experience in healthcare management and demonstrate strong leadership skills.

Benefits

RRSP Matching

Extended Medical and Dental Benefits

Monthly & Annual Bonuses

Qualifications

• Minimum 3 years experience in a home and community healthcare setting.
• At least 2 years managing a team.
• Advanced proficiency in communication.

Responsibilities

• Oversees daily activities of the client services team.
• Manage and resolve client and staff concerns.
• Ensures team success through development and tools provision.

Skills

Customer Service

Interpersonal Communication

Effective conflict resolution

Analytical critical strategic thinking

Leadership

Technical Proficiency

Tools

MS Office 365

Job description

Access Healthcare Services is a leading home and community healthcare provider serving the Ottawa and Champlain region. AHS provides nursing personal and home support services on behalf of Ontario Health at Home insurance providers community partners and private individuals. AHS holds exemplary status with Accreditation Canada and offers a range of nursing and support services including specialty and ambulatory care clinics in home nursing and personal support corporate wellness services and facility staffing relief.

Access Healthcare Services Inc. is looking for a dedicated Client Services Manager with a passion for home and community care to join our growing team and support the Access Healthcare team.

POSITION TITLE

Client Services Manager

REPORTS TO

Program Manager Clinical Services

POSITION PROFILE

As the Client Services Manager you will be primarily responsible for effectively leading the client services team across the organization by identifying implementing and supporting operational efficiencies and quality improvement initiatives as they relate to client care coordination. The role requires a proactive leader with strong skills in team development and a proven track record in problem solving and maximizing opportunities as well as an aptitude for using data to drive business decisions. The position has a strong focus on quality and service excellence and will be primarily based in Ottawa with regular travel to Pembroke required.

Key Responsibilities

• Oversees and supports the daily activities of the client services coordination team including short- and long-term goals performance management professional development and appropriate scheduling to ensure the needs of the organization are met.
• Completes and submits required reporting and takes necessary action on areas of deficit.
• Manage resolve and / or escalate client / family / staff concerns / issues / risks effectively and efficiently within the required timeframe.
• Formulates strategies to improve performance and ensures compliance with program requirements.
• Ensures team success including the development and provision of tools and resources for the client services team.
• Completes and supports effective orientation onboarding mentorship and coaching for new and existing employees.
• Processes all incoming updates policies and protocols and communicates relevant information to the team as required.
• Works closely with the Leadership Team to understand available capacity needs and barriers to quality service provision.
• Receives tracks and manages all incoming book offs during business hours or as relevant on the after-hours report and actions and / or communicates accordingly.
• Provides customer service support by responding to client inquiries as required.
• Primary liaison and ultimate responsibility and oversight of private service client scheduling ensuring efficient and appropriate follow-up and assignment.
• Liaises with the Client Services Supervisor and Program Manager to share client and employee feedback.
• Ensures timely follow-up and completion of timely documentation by the team.
• Adheres to the principles of quality documentation and ensures team awareness and compliance of the same.
• Participates in and / or leads quality management projects including policy review and development and process improvement initiatives.
• Other duties as determined by the Director.

Required Skills

Professionalism and Accountability

Adaptability / Flexibility

Analytical critical strategic thinking

Interpersonal Communication

Effective conflict resolution and complaints management

Ethics and Integrity

Leadership

Technical Proficiency

Professionalism

Qualifications

Minimum 3 years experience working in a home and community healthcare setting

Demonstrated progressive leadership experience with a minimum of 2 years managing a team

Experience in managing operational metrics and team performance

Highly developed written and verbal communication skills.

Advanced proficiency in MS Office 365

Bilingual in English and French is an asset

Compensation

RRSP Matching

Extended Medical and Dental Benefits

Monthly & Annual Bonuses

Required Experience :

Manager

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Employment Type : Full-Time

Experience : years

Vacancy : 1

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Client Service Manager • Ottawa, Ontario, Canada