Coordinator, Client Experience (Evenings and Weekends)

Bayshore HealthCare; Mississauga; Remote; CAD 45,000 - 65,000; Full time

Job summary

Bayshore HealthCare is seeking a Client Experience Coordinator to coordinate client care, service plans and schedules, including field employees and service providers, ensuring client needs are met promptly and data is accurate.

This remote role requires at least two years of customer service experience, a secondary school diploma, and strong English (French optional for French-speaking regions). You will support onboarding, training, and continuous improvement to enhance client experience.

Qualifications

• Excellent organizational, interpersonal, and communication skills.
• Ability to work independently and as part of a team.
• Detail-oriented with strong multi-tasking and time management.
• Proficient in keyboarding, data entry, and Windows scheduling software.
• Fluent in English; French helpful for French-speaking regions.

Responsibilities

• Coordinate client care, service plans, and schedules for clients and field staff.
• Maintain up-to-date scheduling information and track availability.
• Communicate schedules clearly to clients and field employees.
• Enter data accurately while maintaining confidentiality.
• Support onboarding and training for new field staff and coordinators.
• Address client compliments, concerns and complaints with proper escalation.

Job description

Company Overview

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian 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 Canada’s Best Employers Forbes 2023 list. Bayshore Home Health, a division of Bayshore Healthcare Ltd., is looking for an enthusiastic, dedicated individual to join our team in the role of Client Experience Coordinator. If you are passionate about customer service and have a high attention to detail, Bayshore is the place to showcase your skills!

Job Summary

The Client Experience Coordinator is responsible for coordinating client care, service plans and schedules, including those of field employees and service providers. You will ensure all client needs are met in a timely and efficient manner by maintaining up-to-date scheduling information and data, tracking employee and service provider availability, and making necessary adjustments to accommodate both client and employee/service provider schedule requests. Through effective communication and exceptional organizational skills, you will contribute significantly to overall client experience, while ensuring operational efficiency.

Key Responsibilities

• Collaborate with the Clinical Leader and Lifestyle Advisor to address client care requests and share valuable insights, enhancing our collective service delivery.
• Work closely with the Clinical Leader to develop client care teams and schedules, ensuring a precise match between client needs and Field employee qualifications, and fostering a cohesive team environment.
• Communicate schedules to clients and Field employees, promoting transparency and teamwork.
• Perform accurate data entry and maintain strict confidentiality standards, supporting the integrity of our team’s work.
• Provide training and support to Client Experience Coordinators and assist with onboarding new Field employees, contributing to a collaborative and skilled team.
• Engage in client and employee satisfaction initiatives, offering feedback and follow-up to drive continuous improvement and team excellence.
• Receive, process, address and document client compliments, concerns and complaints, while communicating these to the Clinical Leader and Director of Growth and Operations as required.
• Market and promote Aging in Place (Vyta) solutions to clients aligned with the Consumer division’s Sales and Marketing Plan.
• Undertake additional tasks as requested, demonstrating flexibility and a commitment to supporting the team’s overall success.

Join our team and unlock exciting opportunities for career growth, paid training, and access to both internal and external educational programs.

Enjoy the added benefits of our comprehensive group extended health and retirement plans, designed to support your well-being and future.

Remote

This Role is Remote

Education

Minimum - Secondary School Diploma. Completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred.

Experience

A minimum of two years related customer service experience.

Required Skills, Abilities, and Attributes

• Exceptional organizational, interpersonal, and communication skills
• Proven ability to work independently as well as collaboratively in a team environment
• Detail oriented with strong multi-tasking and time management skills to meet deadlines
• Demonstrated competency in keyboarding, data entry, and Windows scheduling software
• Proficient in written and spoken English, and French for regions serving French-speaking clients

Equal Opportunity Statement

At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing. Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and all applicable Provincial Human Rights Codes.