Client Services Manager

About the job
We are hiring a Manager, Client Care Services to support our care programs out of our Peel branch. This position will work out of our Mississauga office. We’re an in-office team that thrives on real-time collaboration. Reporting to the Regional Director, the Manager, Client Care Services manages the Client Care Coordinators and oversees the coordination of patient schedules and ensures the overall efficiency of service delivery for government funded and private patient programs. The Manager, Client Services responds to difficult situations related to patient care and/or patient schedules, supports in addressing employee concerns, implements and manages scheduling processes including monitoring and reporting of key performance indicators such as missed care and referral acceptance, and managing the day-to-day operations of the coordination department.

At Spectrum Health Care our mission is re-imagining home care for clients and families to provide products and services they need, whenever care is required, delivered by the most qualified and compassionate staff.

Job Description

Motivates, directs and coaches staff to ensure quality care to all clients.
Reviews staffing assignments to ensure the delivery of quality care to all clients and overtime for field staff is managed
Ensures effective resolution of customer complaints to increase satisfaction and maintain customer loyalty
Oversees staffing and the preparation of monthly schedules for Client Service Coordinators
Oversees the hiring, training and orientation for Client Service Coordinators
Attends and facilitates meetings as required both internal and external.
Collects and shares key performance indicator (KPIs) results with the team and engages team to conduct continuous improvement activities
Organizes & evaluate workflows for the coordination team. Identifies trends, process gaps, and variations as part of establishing a continuous quality improvement
Communicates serious service quality issues to the Regional Director/Manager for intervention and resolution where appropriate
Supports the Regional Director/Manager with projects and day to day operations as required

Qualifications

Minimum 5 years experience in the health care industry with experience in home care
Registered health care professional an asset
Post-secondary education or equivalent work experience
2+ years’ people management experience
Demonstrated commitment to the delivery of customer service excellence
Ability to manage and improve core business processes
Proficient in Microsoft Office applications including Word, Excel, and PowerPoint
Strong computer skills (including ability to learn proprietary software and prepare reports in Excel)

Requirements added by the job poster

• 1+ years of work experience with Home Care