Operations Manager

Bloom Care Solutions•Vaughan, ON

16d•CA$55,000 - CA$65,000

About The Position

As an Operations Manager, you will lead and guide a team of Care Experience Coordinators that support Bloom’s Digital Health and Home Care Services. In this leadership role, you will optimize the effectiveness and efficiency of the team, creating an environment that is conducive to individual and team growth through coaching, mentoring, and engaging staff. You will drive your team’s effectiveness in supporting Bloom’s mandate of providing patients, families, Care Pros, and Partners with the Best Care Experience in the Home Health Care Sector.

Requirements

Leadership experience
Experience in coaching and mentoring staff
Experience in optimizing team effectiveness and efficiency
Experience in supporting patients, families, Care Pros, and Partners
Experience in developing master schedules and managing staffing needs
Experience in ensuring appropriate match between client and field staff abilities/restrictions
Experience in client satisfaction calls within 24 hours of first shift
Experience in communicating with field staff and coordinators
Experience in working with HR for recruitment, training, and development
Experience in leading team meetings, capacity planning, resource allocation, and performance reporting
Experience in performance management, skills gap analysis, training, mentorship, and coaching
Experience in delivering performance reviews and weekly check-ins
Experience in organizing coverage for field staff during absences
Experience in monitoring attendance management programs
Experience in providing reports on metrics such as missed care and referral acceptance
Experience in creating and maintaining client assignments
Experience in minimizing overtime of field staff
Experience supporting field staff outside office hours (occasional evenings and weekends)
Experience providing coordination coverage when short-staffed or during peak times
Experience expanding contracts and building relationships with referral sources
Experience liaising with external organizations on a weekly basis
Experience providing reports to external organizations
Experience working with clinical managers on continuous improvement
Experience implementing innovative and efficient procedures/strategies
Experience documenting SOPs
Experience collaborating with payroll and HR departments
Experience mitigating, handling, and documenting client and field staff concerns
Experience maintaining confidentiality of client, staff, and company information
Experience completing Incident Reports within 24 hours of an incident

Responsibilities

Develops master schedule and manages ongoing staffing needs, while ensuring an appropriate match between client and the abilities/restrictions of field staff (client satisfaction calls within 24 hrs of first shift).
Communicate with field staff and your team of coordinators to ensure excellent customer service to all clients.
Work closely with HR to recruit, train, develop and plan the succession of high performing, client focused intake coordinators.
Lead team meetings, capacity planning, resource allocation and reporting on performance.
Maintain the Performance Management process including accessing skills gaps, developing and delivering training support, providing ongoing mentorship and coaching and delivering performance reviews and weekly check-ins.
Organize appropriate coverage of field staff in instances of vacations, leaves of absence, illness or injury.
Monitor and maintain attendance management program.
Provide daily, weekly, and monthly reports on various metrics related to the role such as missed care, referral acceptance etc. to internal office.
Create and maintain the client assignments for all the coordinators by geography, contract etc.
Minimize overtime of field staff.
Support field-staff outside office hours as On-call Manager (occasional evening and weekends) in order to provide assistance and direction in case of an emergency.
Provide coordination coverage as appropriate when short staffed and during peak times.
Expand our contract with OHaH and 3rd party referral sources.
Liase with OHaH on a weekly basis and be involved in meetings as required to build relationships with OHaH representatives.
Provide reports as needed to OHaH and 3rd party referrals.
Work with clinical managers to ensure they remain up to date and bring ideas forward for continuous improvement policies, procedures, and company practices including overtime reduction strategies, field staff shortage strategies.
Implement innovative and efficient procedures/strategies in areas of recruitment, placements, administrative tasks and interviews for time-management purposes and to stay within pre-set deadlines and budgets.
Document SOP’s for the intake coordination team for future training purposes.
Collaborates with payroll and HR department to handle field staff inquiries such as payroll issues, letters of employment and leave management.
Mitigate, handle and document, all client and field staff concerns in a timely manner and, as appropriate, notify managers.
Maintain confidentiality of all clients, staff, and company information at all times.
Responsible for completing Incident Reports for all direct reports and field staff who injure themselves on the job within 24 hours of the incident and notifying your direct manager and HR.