We are currently seeking a Coordination Team Lead in our CBI Home Health division in Ontario. They will assist the Coordination supervisor in daily operations and ensure the Care Access Representatives have the skills they need to excel within their role and provide coaching to increase their effectiveness. The role is responsible to take the necessary actions for various types of calls, by following the appropriate standard operating procedures that are in place.

Primary Duties As a Care Access Team Lead , you will:

Provide leadership and coaching to the Care Access Team

• Accountable for coaching and troubleshooting with the coordination team to provide a superior and responsive patient and family experience.
• Assist Coordination Supervisor with on boarding and training of new coordination staff.
• Coach team to exercise due diligence in following procedures, processes, and guidelines.
• Support performance expectations with team and communicate how performance goals are linked to organizational goals and values
• Create a team environment that fosters strong employee engagement
• Monitor individual team member performance and coach/mentor to maximize effectiveness

Care Delivery Scheduling

• Performs Care Provider scheduling and coordination as part of the coordination team
• Evaluate patient interactions with coordination team using call quality behavioral guidelines.
• Work with coordinators to address patient issues
• Effectively resolve or escalate customer issues as appropriate
• Ensures appropriate staffing levels day to day, covering sick days, staff shortages and works closely with the Coordination Supervisor to cover approved vacation
• Provides care coordination to support staffing level fluctuations.

Documentation/Communication

• Ensures all calls are documented follow Corporate procedures
• Ensures accurate data into scheduling software
• Verifying that data has been entered correctly by coordinators
• Records communication with patients, employees, and any other relevant information in scheduling software
• Record any performance management communication between staff members

Quality Management

• Ensures appropriate data entered into Incident Reporting tool as set out in Corporate procedure
• Integrates quality criteria and standards into daily work practice (leads by example) and actively encourages suggestions for continuous quality improvement in all aspects of coordination activities
• Provide process improvement and quality improvement ideas to management
• Works with the Manager of Process Improvement and leadership team to implement quality improvement strategy (i.e. spot checks, dated note audits)

Qualifications

• Minimum of two (2) years’ scheduling experience preferably in the health care or customer service field.
• Strong working knowledge of Microsoft Office (Word, Excel, Outlook).
• Strong service orientation giving high priority to client/patient satisfaction
• Highly organized with the ability to prioritize workflow
• Must be detail-oriented with above average oral and written communication skills
• Ability to use sound judgment and make objective decisions
• Ability to handle stressful situations with proactively in a respectful, courteous and professional manner
• Must have the ability to work independently and also as an effective member of a team
• Excellent interpersonal and communication (written and verbal) skills
• Dependable and punctual

Key Skills

• Strong interpersonal skills
• Results-oriented with problem-solving skills
• Quality Assurance
• Ability to multi-task
• Attention to detail
• Excellent verbal and written communication skills
• Excellent time management and organizational skills
• Excellent listening and observational skills
• Strong computer literacy with various applications and programs
• Customer Service

Internal Deadline to apply: Thursday, September 25 About Us For millions of Canadians, CBI Home Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihomehealth.ca.

CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients. We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.