Client Service Coordinator

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. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list. Are you passionate about making a difference in patient care? Join our dynamic team as a Client Scheduling Coordinator and be the vital link between patients, families, and healthcare providers! We are seeking professional individuals with superior customer service skills, a willingness to learn, and an overwhelming drive to showcase their scheduling abilities. Position Details Schedule: Primarily Monday to Friday, 9:00 a.m. to 5:00 p.m. Hours and schedule may be adjusted based on operational and business needs. Availability Requirements: Flexibility to work evenings and weekends as required. DUTIES AND RESPONSIBILITIES • Handle and document prospective client inquiries regarding requests for care and service. • Assess client service needs in consultation with the Supervisors; 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; promote consistency of caregiver assignments and coordination of services. • Reports and collaborates with other Case Managers, funders, or government programs as required. • Notify clients and Field employees regarding initial and ongoing schedules. • Complete data entry and maintain accurate current scheduling documentation. • Assist with training and mentoring of new staff. • Assist with the supervision, recruitment and orientation of Field employees as requested. • Participate in client satisfaction initiatives. • 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. • Participate in proactive Health & Safety activities while performing all duties and notify the immediate Supervisor of any Health & Safety risks or concerns. • Maintain confidentiality of client and corporate information and discuss same only with appropriate Bayshore personnel. • Complete other tasks as requested. Additional Role Requirements Communicate: Professionally engage with patients, families, staff, and funder organizations Process: Quickly handle funder referrals and updates in the EMR (Procura) Review: Collaborate with Supervisors, field employees and patients to assess service needs Schedule: Assign care providers based on client needs, geographic area, staff skill-set and availability Coordinate: Ensure consistent caregiver assignments and service delivery Notify: Keep patients and staff informed of initial and ongoing schedules Utilize: Optimize staff schedules to meet their availability and client care needs Document: Maintain accurate records in the EMR Resolve: Address patient concerns promptly and follow escalation pathways Why Join Us? Immediate Impact: Make a real difference in the lives of employees, patients and their families Competitive Salary: Earn a competitive wage commensurate with experience Health Benefits: Comprehensive health, dental, and vision insurance for you and your family Paid Time Off: Competitive leave time to ensure work-life balance Retirement Plan: Employer-contributed retirement savings plan Supportive Team: Be part of a collaborative and supportive team environment Growth: Opportunities for professional development and career growth Education Secondary School Diploma Completion of a related certificate/diploma such as Medical Terminology or Office Administration is preferred. Experience and Abilities: A minimum of two years related customer service experience, preferably in healthcare Proven customer service skills, preferably in healthcare or other high-paced customer service environment Strong ability to communicate effectively, both written and orally, in English Ability to handle issues and problem solve with tact and diplomacy Excellent computer skills (Windows, Microsoft office, internet, EMR) Ability to prioritize and handle multiple demands in a fast-paced environment Proven organizational and teamwork skills; able to work independently and prioritize workload Positive work and attendance performance essential Strong interpersonal skills including demonstrated ability to build rapport and connections Advanced competency in keyboarding and scheduling software with a willingness to learn 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 based upon Human Rights Code criteria 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 each individuals purpose, potential and wellbeing.” At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.

The Client Service Coordinator manages client inquiries, assesses service needs, and schedules healthcare staff to ensure appropriate care delivery. They also maintain accurate documentation in the EMR, collaborate with supervisors, and handle client concerns to ensure high-quality service.

Candidates must have a minimum of two years of customer service experience, preferably in a healthcare setting, and possess strong communication and computer skills. A secondary school diploma is required, with preference given to those holding certificates in medical terminology or office administration.

• Health insurance • Dental insurance • Vision insurance • Paid time off • Retirement savings plan

• Time managementPreferred
• Customer servicePreferred
• TeamworkPreferred
• Problem solvingPreferred
• Attention to detailPreferred
• CommunicationPreferred
• Microsoft OfficePreferred
• Data entryPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Scheduling
• Data entry
• Communication
• Problem solving
• Microsoft Office
• EMR software
• Time management
• Teamwork
• Interpersonal skills
• Medical terminology
• Office administration
• Conflict resolution
• Attention to detail
• Organizational skills
• Rapport Building
• Tactfulness
• Workplace Inclusivity
• Office Administration
• Organizational Processes
• Diplomacy
• Time Off Management
• Willingness To Learn
• Quality Management Systems
• Customer Service
• Community Health
• Computer Literacy
• Confidentiality
• Continuous Improvement Process
• Data Entry
• Electronic Medical Record
• English Language
• Sales
• Home Health Care
• Interpersonal Communications
• Legislation
• Marketing Planning
• Medical Terminology
• Mentorship
• Caregiving
• Coordinating
• Prioritization

• Healthcare
• Customer Service & Support
• Administrative
• Client Service Coordinator
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week