Manager, Client Services

Bayshore HealthCare; Northwestern Ontario; On-site; CAD 70,000 - 90,000; Full time

Job summary

A notable healthcare provider in Thunder Bay is seeking a Client Service Manager to oversee client care schedules and coordination. The ideal candidate will possess significant experience in customer service, strong organizational abilities, and proficiency in both English and French. Join our mission of fostering an inclusive workplace and providing high-quality healthcare services.

Benefits

Opportunity for professional development

Commitment to Equity, Diversity & Inclusion initiatives

Qualifications

• Minimum five years related customer service experience in a supervisory role.
• Exceptional organizational and interpersonal skills.
• Proficient in written and spoken English and French.

Responsibilities

• Oversee client service coordination in consultation with Supervisors.
• Monitor and ensure client needs and employee qualifications match.
• Handle client inquiries and service requests.

Skills

Organizational skills

Interpersonal skills

Customer service

Bilingual (English and French)

Education

Secondary School Diploma

Licensed/Registered Practical Nurse Program

Diploma in Business or Healthcare Administration

Tools

Windows scheduling software

Standard office equipment

Job description

Overview

Job Summary The Client Service Manager, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he is responsible for timely data entry of all client referrals, new orders and updated information. The Client Service Manager oversees all aspects of client service including but not limited to difficult situations related to client care and/or staff and client schedules and implements and manages scheduling processes to ensure that scheduling complies with the collective agreement and client needs.

Duties And Responsibilities

• Oversee client service coordination area in consultation with the Supervisors; facilitate/promote the filling of all service requests; schedule licensed and unlicensed employees for care and service assignments such that there is an appropriate match between the client’s needs and the qualifications, skills and abilities of Field employees; monitor and promote consistency of caregiver assignments and coordination of services.
• Arrange systems training for Client Service Coordinators.
• Handle and document prospective client inquiries regarding requests for care and service.
• Notify clients and Field employees regarding initial and ongoing schedules.
• Problem-solve issues related to scheduling Field employees and/or client care and service.
• Complete data entry and maintain accurate and current scheduling documentation.
• Assist with the supervision, recruitment and orientation of Field employees as requested.
• Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
• Market and promote Bayshore Home Health in keeping with the individual Branch Office Sales and Marketing Plan.
• Participate in ongoing internal and/or external continuing education activities.
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives in keeping with the company\'s Quality Management System.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Complete other tasks as requested

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. 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 organizational and interpersonal skills; proven ability to work both independently and effectively lead a team; solid knowledge of the principles, practices and methods of community nursing and service delivery to clients as well as the principles of program development, implementation and evaluation; 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 and French in Branch Offices that provide care to French speaking clients.

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. Please speak with the recruiter for Provincial and/or position specific requirements. 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.

Primary Location

ON-Thunder Bay