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Client Service Team Leader At Bayshore HealthCare

Location: Hamilton, Ontario

Job Description

Client Service Team Leader

Hamilton

Job Description

JOB SUMMARY
The Client Service Team Leader, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he also arranges client care and service, schedules Field employees and maintains scheduling information and data as required. The Client Service Team Leader manages difficult situations related to client care and/or employee schedules and takes an active role in the implementation and maintenance of scheduling systems.

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.

Job Qualification

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.

Experience
A minimum of two years related customer service experience, preferably in healthcare setting with Windows software scheduling systems.

Other Skills and Abilities
Exceptional organizational and interpersonal skills; proven ability to work both independently and as part of a team; 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.