Manager, Client Services

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

Salary: 65,000-70,000 annual

The Client Experience Manager oversees the day-to-day operations of the Vyta and Bayshore Home Health Centralized Coordination Program, reporting to the Client Experience Senior Manager. They supervise the team's business hours operations, ensuring optimal client service delivery and employee experience. This position requires a strong team leader with management, operations, training, troubleshooting, communication, and analysis skills.

Responsibilities

• Supervise and manage the daily operations and activities of the Vyta and Bayshore Home Health Centralized Coordination Program and its employees.
• Completes and manages the schedule to ensure adequate coverage.
• Monitors performance of the Client Experience Coordination team to ensure the program is meeting the key performance indicators.
• Conduct routine quality audits to ensure that all calls are handled in a prompt and professional manner, upholding our commitment to exceptional service delivery to both Vyta’s and Bayshore’s clients and employees.
• Provide support to the Client Experience Coordination team during peak times to ensure all client and employee calls are responded to in a timely manner.
• Assist with problem-solving issues related to scheduling field employees and/or client care and service.
• Assist with handling and documenting client concerns and complaints in a timely manner and as appropriate, notify the region Director of Growth and Operations/designate; maintain appropriate documentation.
• Oversee, coach, mentor and provide feedback for continuous improvement to the Client Experience Coordination team.
• Responsible for the recruitment, selection, orientation and training of Client Experience Coordinators.
• Arrange equipment orders, access requirements, and systems training.
• Establish and maintain high-quality relationships with all Bayshore branches, other divisions and cross-functional departments.
• Handle regional concerns in a timely manner, escape to the Client Experience Senior Manager as appropriate.
• Promote teamwork and collaboration within own team, as well as with regions, branches and other departments.
• Adhere to Bayshore Policies and Procedures.
• Understand and implement existing processes, create new ones as necessary to improve efficiency.
• Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
• Participate in proactive Health & Safety activities while performing all duties. Is responsible for notifying the immediate Director of any Health & Safety risks or concerns.
• Maintains confidentiality of client and corporate information.
• Complete other tasks as requested.

Reporting Relationship

The Client Experience Manager reports to the Client Experience Senior Manager as designated by the Managing Director.

Qualifications

• 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.
• Diploma in Business or Healthcare Administration.

Experience

A minimum of five years’ related customer service experience with progressive responsibilities in a supervisory capacity.

Other Skills and Abilities

Exceptional interpersonal and communication skills; proven ability to work both independently and effectively supervise a team. Knowledge of the principles, practices and methods of community nursing and service delivery to clients is an asset. Ability to work under pressure; demonstrate a growth mindset and ongoing learning; team motivator and player. Customer Service Oriented; Problem solver with a solution-oriented approach; troubleshoot and manage crises as they arise; reliable, responsible and self-starter - ability to follow policies and procedures; professionalism, judgment, and discretion are essential in dealing with confidential and sensitive matters. Ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; ability to operate standard office equipment; proficiency in written/spoken English. French language is considered an asset.

Internal Candidates

Internal candidates must have a demonstrated track record of achievement in dealing with clients and employees and have demonstrated above average initiative. Successful internal candidates must complete a three-month probationary period specific to the Client Experience Manager position.

Standards of Performance

The Client Experience Manager must demonstrate ongoing competency in completing all duties and responsibilities of this job description, as well as agreed upon specific goals and objectives.

Performance Review

Performance will be reviewed on an ongoing basis with a formal review at the end of the three-month probationary period and subsequently, on at least an annual basis, by the Client Experience Senior Manager.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients.

Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc.

Medical exemptions or any based upon Human Rights Code criteria will be considered on a case‑by‑case basis.

“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.”

At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements.

To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.