Afterhours Client Care Coordinator

About the Role:

Reporting to the Coordination Supervisor, the Client Care Coordinator (CCC) is responsible for the preparation and delivery of client and Health Care Professional schedules, using a computerized scheduling system.

Client Service Coordinator will be responsible for scheduling of clients with a focus on building and maintaining positive internal relationships with front line staff and other administrative staff. The CCC will also manage day to day field operations and ensure quality of service by answering phone calls, conducting intakes after hours and weekend emergency calls, log scheduling issues and client referrals.

This role is part-time, and mostly weekends only. You are required to work a shift as business requires between 7:00am – 3:00pm, Saturday & Sunday.

Who We are Looking For:

The perfect candidates will hold experience in scheduling within a health care environment, and excel in client/customer-facing roles with a superior telephone manner, and exceptional computer and multi-tasking skills.

A Day-to-Day Look at the Role:

• Receive referrals from the Home and Community Care Support Services (HCCSS) - formerly the Local Health Integration Network (LHIN), private clients, HNSA, hospitals, facilities and insurance companies and determine appropriate staff required
• Communicate with HCCSS Coordinators or Case Managers and/or clients directly to determine specific scheduling needs
• Confirm service with client/family and HCCSS within one (1) hour of receipt of the referral or as negotiated with HCCSS Case Manager.
• Schedule Home Support Staff with clients on a daily basis and check planner
• Ensure staff availability is accurate and meets business needs
• Escalate concerns raised regarding the safety of clients and Health Care Professionals urgently
• Accurately provide client health information, and travel directions to assigned Health Care Professionals
• Ensure scheduling continuity is maintained for each client
• Documents and reports all unresolved problems to the appropriate Client Care Supervisor (CCS)
• Reports client scheduling changes, incidents, complaints, safety/risk issues, and delegated/transfer skills to appropriate supervisor and manager immediately
• Logs all communications in Alaya Care and in the “Report Book”
• Prepare Occurrence Reports as required and forwards a copy to the CCS for review and necessary follow-up
• Records all absences and missed care accurately in Alaya Care for review by the appropriate department
• Immediately upon notice of discharge, complete an electronic dated note in system and retrieves the file for processing
• Update client information into scheduling system when changes are required
• Performs chart audits on a monthly basis
• Logs and reports PSW concerns or complaints to CCS
• Investigates timesheet and billing discrepancies with Payroll Administrator
• Completes appropriate documentation for declines and urgent referrals
• Fax stat holiday list to LHIN
• Attends team meetings
• Completes client information filing when requested
• Performs back-up Front Desk duties when needed
• Performs other duties as assigned from time-to-time by management

What you will need to Succeed:

• Post-secondary education, preference in Business Statistics, Operations Management, or Math
• Ability to organize well and make quick, effective decisions
• Ability to prioritize and oversee a high volume of work in a timely and efficient manner
• Superior computer skills
• Excellent verbal & written communication skills
• Strong interpersonal and analytical skills
• Detail-oriented

Subject to our duty to accommodate under the Human Rights Code, we require all new employees to provide proof of vaccination against Covid-19 prior to commencing employment.

About Us:

RNS Health Care Services Inc. is an accredited organization of professionals providing concerned, competent and compassionate health care services within our community since 1985. Canadian-owned and operated, offering services such as personal support, homemaking, respite care, palliative care, nursing, foot care and community clinics. Our caregivers care for clients in their homes, hospitals, retirement and nursing home facilities.

RNS Health Care Services Inc. is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. Reasonable accommodations are available, upon request, to candidates participating in the selection process. Should you require accommodation, please ensure to notify us in advance. RNS is an equal opportunity employer.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Please visit our website at https://rnshc.com/

Job Type: Part-time

Pay: $18.75-$19.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Every Weekend
• Holidays
• Weekends only

Experience:

• scheduling within a healthcare environment: 1 year (preferred)

Work Location: In person

Application deadline: 2024-07-26
Expected start date: 2024-07-30