JOB SUMMARY

The Client Service Manager, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he is responsible for timely data entry of all client referrals, new orders and updated information. The Client Service Manager oversees all aspects of client service including but not limited to difficult situations related to client care and/or staff and client schedules and implements and manages scheduling processes to ensure that scheduling complies with the collective agreement and client needs. The ideal candidate will be working Monday to Friday from 8am to 4pm and may be required to work evenings, weekends, and participate in On-Call to meet business needs.

DUTIES AND 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.
• Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Complete other tasks as requested