Manager, Client Services

Spectrum Health Care•Mississauga, ON

87d•CA$65,000 - CA$80,000•Onsite

About The Position

Spectrum Health Care is seeking a Manager, Client Care Services to support their care programs at the Peel branch in Mississauga. This role involves managing Client Care Coordinators, overseeing patient schedules, and ensuring efficient service delivery for government-funded and private patient programs. The Manager will handle difficult patient care situations, address employee concerns, implement and manage scheduling processes, monitor key performance indicators (KPIs) like missed care and referral acceptance, and manage the day-to-day operations of the coordination department. Spectrum Health Care is a multi-award-winning organization known for its commitment to home care and employee well-being, offering competitive wages, paid sick days, and RRSP matching.

Requirements

Minimum 5 years experience in the health care industry with experience in home care
2+ years’ people management experience
Demonstrated commitment to the delivery of customer service excellence
Ability to manage and improve core business processes
Proficient in Microsoft Office applications including Word, Excel, and PowerPoint
Strong computer skills (including ability to learn proprietary software and prepare reports in Excel)

Nice To Haves

Registered health care professional an asset
Post-secondary education or equivalent work experience

Responsibilities

Motivates, directs and coaches staff to ensure quality care to all clients.
Reviews staffing assignments to ensure the delivery of quality care to all clients and overtime for field staff is managed.
Ensures effective resolution of customer complaints to increase satisfaction and maintain customer loyalty.
Oversees staffing and the preparation of monthly schedules for Client Service Coordinators.
Oversees the hiring, training and orientation for Client Service Coordinators.
Attends and facilitates meetings as required both internal and external.
Collects and shares key performance indicator (KPIs) results with the team and engages team to conduct continuous improvement activities.
Organizes & evaluates workflows for the coordination team. Identifies trends, process gaps, and variations as part of establishing a continuous quality improvement.
Communicates serious service quality issues to the Regional Director/Manager for intervention and resolution where appropriate.
Supports the Regional Director/Manager with projects and day to day operations as required.