Client Experience Coordinator (Remote) at Bayshore

Canada

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. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list. Job Summary The Client Experience Coordinator, under the direction of the Client Experience Supervisor, handles client care and service inquiries, arranges client care and service, schedules Field employees and maintains scheduling information and data as required. Responsibilities • Handle and document after-hours 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 Client Experience 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 Client Experience Coordinator reports to the Client Experience Supervisor as designated by the Managing Director. Remote 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 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. Internal candidates must have a proven track record of achievement in dealing with clients, family members and employees and have demonstrated above-average initiative. Successful internal candidates must complete a three-month probationary period specific to the Client Experience Coordinator position. Portraying compassion and caring is a must. Professionalism, judgment, and discretion are essential in dealing with confidential and sensitive matters.