Client Services Manager
Client Services Manager
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Job Description
Access Healthcare Services is a leading home and community healthcare provider serving the Ottawa and Champlain region. AHS provides nursing personal and home support services on behalf of Ontario Health at Home insurance providers community partners and private individuals. AHS holds exemplary status with Accreditation Canada and offers a range of nursing and support services including specialty and ambulatory care clinics in home nursing and personal support corporate wellness services and facility staffing relief.
Access Healthcare Services Inc. is looking for a dedicated Client Services Manager with a passion for home and community care to join our growing team and support the Access Healthcare team.
POSITION TITLE
Client Services Manager
REPORTS TO
Program Manager Clinical Services
POSITION PROFILE
As the Client Services Manager you will be primarily responsible for effectively leading the client services team across the organization by identifying implementing and supporting operational efficiencies and quality improvement initiatives as they relate to client care coordination. The role requires a proactive leader with strong skills in team development and a proven track record in problem solving and maximizing opportunities as well as an aptitude for using data to drive business decisions. The position has a strong focus on quality and service excellence and will be primarily based in Ottawa with regular travel to Pembroke required.
Key Responsibilities
- Oversees and supports the daily activities of the client services coordination team including short- and long-term goals performance management professional development and appropriate scheduling to ensure the needs of the organization are met.
- Completes and submits required reporting and takes necessary action on areas of deficit.
- Manage resolve and/or escalate client/family/staff concerns/issues/risks effectively and efficiently within the required timeframe.
- Formulates strategies to improve performance and ensures compliance with program requirements.
- Ensures team success including the development and provision of tools and resources for the client services team.
- Completes and supports effective orientation onboarding mentorship and coaching for new and existing employees.
- Processes all incoming updates policies and protocols and communicates relevant information to the team as required.
- Works closely with the Leadership Team to understand available capacity needs and barriers to quality service provision.
- Receives tracks and manages all incoming book offs during business hours or as relevant on the after-hours report and actions and/or communicates accordingly.
- Provides customer service support by responding to client inquiries as required.
- Primary liaison and ultimate responsibility and oversight of private service client scheduling ensuring efficient and appropriate follow-up and assignment.
- Liaises with the Client Services Supervisor and Program Manager to share client and employee feedback.
- Ensures timely follow-up and completion of timely documentation by the team.
- Adheres to the principles of quality documentation and ensures team awareness and compliance of the same.
- Participates in and/or leads quality management projects including policy review and development and process improvement initiatives.
- Other duties as determined by the Director.
Required Skills
Professionalism and Accountability
Adaptability/Flexibility
Analytical critical strategic thinking
Interpersonal Communication
Effective conflict resolution and complaints management
Ethics and Integrity
Leadership
Risk Management
Technical Proficiency
Professionalism
Qualifications
Minimum 3 years experience working in a home and community healthcare setting
Demonstrated progressive leadership experience with a minimum of 2 years managing a team
Experience in managing operational metrics and team performance
Excellent customer service skills
Highly developed written and verbal communication skills.
Advanced proficiency in MS Office 365
Bilingual in English and French is an asset
Compensation
RRSP Matching
Extended Medical and Dental Benefits
Monthly & Annual Bonuses
Required Experience:
Manager
Employment Type
Full-Time
