On-Call Client Service Coordinator (Afterhours/Weekends)

Job Description

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian 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.

In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario.

Bayshore Healthcare is also Canada’s Best Employers Forbes 2023 list.

The On Call Client Service Coordinator under the direction of the On-Call Client Service Supervisor, handles after hours client care and service inquiries, arranges client care and service, schedules Field employees and maintains scheduling information and data as required.

This job is a remote work-from-home position.

Responsibilities

Handle and document after hour client inquiries for care and service.

Assess client service needs and schedule licensed and unlicensed employees for care and service such that there is an appropriate match between the client’s needs and the qualifications, skills and abilities of field employees.

Notify clients and Field Employees regarding schedules as required.

Complete data entry and maintain accurate current scheduling documentation.

Handle and document client concerns and complaints and as appropriate, notify the On-Call Client Service Supervisor.

Provide efficient service over the telephone and through email.

Respond promptly to phone calls and emails.

Adhere to Bayshore Policies and Procedures.

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 Supervisor of any Health & Safety risks or concerns.

Maintains confidentiality of client and corporate information.

Complete other tasks as requested.

Reporting Relationship

The On-Call Client Service Coordinator reports to the On-Call Client Service Supervisor.

Job Qualification

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.

Experience

A minimum of two years of related customer service experience, preferably in healthcare.

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;

strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; proficiency in written and spoken English.

French language is considered an asset. Must have excellent telephone communication and problem-solving skills. Demonstrates ability to assess client and family situations and handle difficult situations objectively in a consistent manner.