Client Services Manager

Client Services Manager ( Job Number: 26004016 )

Primary Location : ON-Markham

Administration

Employee Type : Full-Time

Pay Rate From :$68,900

Pay Rate To :$86,100

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately 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. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.

This role requires flexible availability between 5:00 a.m. and 10:00 p.m., Monday through Sunday, on a rotating schedule. Following a successful three-month in-office training period in Markham, the position transitions to a hybrid work model.

The Client Service Manager oversees the coordination of client care schedules by the Client Service Coordinators. They are responsible for overseeing the 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, staff and client schedules, implementing and managing scheduling processes to ensure that scheduling complies with Integrated Care Solutions- Bayshore Healthcare policies and client needs.

DUTIES AND RESPONSIBILITIES

• Oversee client service coordination area in consultation with the Clinical Managers/Area Directors; 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.
• Performance Management of the Team: Performance Reviews, Documentation, Staff One on Ones
• 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 recruitment and orientation of Client Service Coordinators as requested.
• Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
• Participate in ongoing internal and/or external continuing education activities.
• Adhere to Integrated Care Solutions/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

Qualifications

Education

Minimum- Post Secondary; Completion of a recognized Program, such Medical Terminology course is preferred. Diploma in Business or Healthcare Administration is preferred

Experience

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

Working knowledge of Yardi & Procura are assets

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 other kinds of requested exemptions based upon Human Rights Code 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 everyone’s purpose, potential and wellbeing.

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.