Team Lead, Client Services

Bayshore • Edmonton, AB

8d • Onsite

About The Position

The Client Service Team Leader, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he also arranges client care and service, schedules Field employees and maintains scheduling information and data as required. The Client Service Team Leader manages difficult situations related to client care and/or employee schedules and takes an active role in the implementation and maintenance of scheduling systems. The position is After hours 2:00 - 10:00 Including Weekends.

Requirements

• Minimum Secondary School Diploma.
• A minimum of two years related customer service experience, preferably in healthcare setting with Windows software scheduling systems.
• Exceptional organizational and interpersonal skills
• Proven ability to work both independently and as part of a team
• Ability to meet deadlines and strong commitment to continual learning
• Demonstrated competency in keyboarding and Windows scheduling software
• Ability to operate standard office equipment
• Proficiency in written /spoken English and French in Branch Offices that provide care to French speaking clients.

Nice To Haves

• Completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred.

Responsibilities

• Oversee client service coordination area in consultation with the Supervisors; facilitate/promote the filling of all service requests; 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; monitor and promote consistency of caregiver assignments and coordination of services.
• Arrange systems training for Client Service Coordinators.
• Handle and document prospective client inquiries regarding requests for care and service.
• Notify clients and Field employees regarding initial and ongoing schedules.
• Problem-solve issues related to scheduling Field employees and/or client care and service.
• Complete data entry and maintain accurate and current scheduling documentation.
• Assist with the supervision, recruitment and orientation of Field employees as requested.
• 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.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Complete other tasks as requested.

Benefits

• Commitment to Equity, Diversity & Inclusion
• Culture of belonging where individual differences are embraced and celebrated
• Programs, resources and policies that support each individual's purpose, potential and wellbeing
• Inclusive workplace
• Compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements
• Accommodation for candidates with needs during the recruitment and selection process

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED