Coordinator, Reception and Family Accommodations (ON, Toronto)

Holland Bloorview Kids Rehabilitation Hospital; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading children's rehabilitation hospital is seeking a Coordinator for Reception and Family Accommodations. This pivotal role will lead a dynamic team in providing exceptional service, driving process improvements, and ensuring a welcoming environment for families. The Coordinator will oversee operations and staff, implement enhancements, and handle financial oversight, making it vital for delivering quality service. Candidates should have strong administrative backgrounds, excellent communication skills, and be ready to work on-site with flexible hours.

Qualifications

• Minimum 3 years of experience in an administrative coordinator or similar role.
• Strong background in communication and organizational skills.
• Experience in supervising staff and managing workflows.

Responsibilities

• Supervise and support Reception and Family Accommodations staff.
• Drive operational enhancements and service delivery improvements.
• Oversee financial records and ensure compliance with policies.

Skills

Communication

Professional Phone Handling

Organization

Time Management

Interpersonal Skills

Technology

Financial Acumen

Discretion and Judgment

Dependability

Education

Secondary school graduate or equivalent

Post-secondary administrative training

Tools

MS Office Suite

Housemate

Electronic document management systems

Job description

POSITION SUMMARY:

The Coordinator, Reception & Family Accommodations is responsible for the smooth, efficient operation of reception and family accommodation services. This role helps to build and lead a high-performing team, drives process improvements, and facilitates a safe, welcoming and family-centred environment. Reporting to the Director, Volunteer Resources, Reception, Family Accommodations, the Coordinator works closely with the Director on staffing, training and development, and service enhancements to improve quality and achieve operational excellence.

KEY RESPONSIBILITIES:

Team Leadership & Operations

• Supervise, schedule, and support Reception and Family Accommodations staff to ensure consistent, high-quality service.
• In collaboration with the Director, engage in recruitment and selection of new team members.
• Onboard and train new team members; lead regular meetings and training sessions to support ongoing learning and development.
• Monitor staff performance; conduct performance reviews and support ongoing professional growth.
• Collaborates with the Security team to ensure smooth daily operations at the reception.

Service Delivery & Process Improvement

• Drive operational enhancements within Reception and Family Accommodations, using a collaborative, solution-focused approach to resolve issues and improve service.
• Identify and implement process improvements to enhance service quality and efficiency.
• Maintain and update departmental manuals, policies, and procedures (print and digital).
• Collaborate with the Security team to ensure smooth daily reception operations.

Administrative & Financial Oversight

• Oversee financial records related to parking, family accommodations, supply ordering, and other relevant areas to ensure accuracy and accountability.
• Oversee staff payroll processing as needed to ensure timely and accurate compensation.
• Ensure accountability in all financial tasks and compliance with policies.

Family Accommodations Coordination

• Oversee bookings, reporting, financials, and procedural compliance related to Family Accommodations.
• Supports the day-to-day operations of family accommodations as needed, including booking coordination and financial processing; addresses client needs proactively.

Emergency Preparedness

• Provide input into Reception staff roles during hospital-wide emergencies, ensuring procedures in the Emergency Contingency Manual are current and that staff are prepared and trained.
• Serve as an active member of key committees, including the Contingency Planning Committee, Code Blue Committee, and SCHEM Committee; attend or assign participation in Code Red and other emergency code debriefings.

Reception Relief (0.04 FTE)

• Welcomes and assists families, clients, volunteers, and visitors as the first point of contact.
• Serves as a knowledgeable information resource for the organization and its services.
• Operates a multi-line phone system and relevant computer programs for effective communication.
• Maintains and updates the staff directory database, staff fan-out list, and on-call lists with current information.
• Oversees materials and packages delivered to Reception and the hospital-wide lost and found system in accordance with hospital policies.
• Controls the distribution of departmental keys.
• Performs additional administrative and operational tasks as required.

QUALIFICATIONS:

Education & Experience

• Secondary school graduate or an equivalent combination of education and experience is required
• Post-secondary administrative training is an asset
• Minimum 3 years of work experience in an administrative coordinator or similar role.

Key Competencies

• Communication: Skilled in clear, professional written and verbal communication.
• Professional Phone Handling: Well-developed telephone etiquette and experience with multi-line systems.
• Organization: Advanced organizational skills with proven experience in supervising teams and managing complex workflows.
• Time Management: Able to prioritize tasks and manage a dynamic, high-volume environment efficiently.
• Interpersonal Skills: Builds positive relationships through tact, diplomacy and professionalism. Values teamwork and open communication, with active listening and idea-sharing.
• Technology: Competent in MS Office Suite, database tools (Housemate), and electronic document management systems.
• Financial Acumen: Experienced in accurate, responsible handling of budget and financial tasks.
• Discretion and Judgment: Demonstrated ability to manage confidential information and make sound decisions.
• Dependability: Reliable and punctual with a good attendance record.

Due to the nature of this position, this is an on-site role, and remote or hybrid options are not offered. This role requires regular weekday (9:00 am ? 5:00 pm) and occasional evening/weekend shifts.