After Hours Care Coordinator

at  CBI Health

As an After Hours Care Coordinator within our Hamilton Office, your focus will be on ensuring a positive patient and family experience by effectively scheduling direct care providers in the community to meet the requirements of patient care plans. You’ll be part of a team of Care Coordinators working diligently to provide as much consistency of care as possible while meeting the scheduling requirements of both patients and care providers. Frequently problem-solving, you’ll be the central point of contact for patients and families, care providers and referral sources. Effective care coordination is an important element of service delivery; as a result, you must be driven to help others in a compassionate and caring way while balancing the pressures to deliver on scheduling requirements.
This is a casual position requiring scheduling flexibility to provide after hours support in office, during the evening, overnight and weekends in addition to occasional weekday back up coverage in support of the Coordination team.

As a Care Coordinator, you will:

• Use scheduling software effectively to fulfill patients’ care plans
• Provide field staff with accurate schedules on a weekly basis
• Ensure care providers are scheduled effectively and efficiently
• Communicate effectively with care providers to ensure schedules are carried out
• Communicate with patients and families when schedule challenges arise, and problem-solve effectively
• Maintain accurate records of care provider availability
• Maintain continuity of care whenever possible
• Take into consideration the individual needs of patients (and families), and of care providers, when making decisions
• Maintain accessibility by phone for patients, care providers, referral sources and other stakeholders
• Actively pursue positive relationships with care providers and patients
• Follow up appropriately on missed visits
• Liaise with Care Supervisors to share patient and care provider feedback
• Resolve or escalate, as required, client concerns/issues
• Ensure dated notes are timely and clear, and contain appropriate and required information
• Ensure accurate, timely documentation and/or phone calls, both external and internal
• Respond to faxes and emails in a timely manner
• Prepare daily performance and tracking reports in a timely manner
• Enter all critical and relevant information into the system for appropriate follow-up and documentation
• Escalate appropriate concerns or risks for review and/or follow-up.

• Hold a high school diploma or equivalency, Medical Office Administration or similar education preferred
• Have flexibility to all after hours scheduling which includes daily evenings (4:30pm to 9:30pm) and overnight shifts (9:30pm to 8:30am) and weekend day coverage (8:30am to 4:30pm)
• Be flexible to occasional in office weekday scheduling (Monday to Friday, 8:30am to 4:30pm) for backup support
• Have customer service experience
• Have computer skills, with proficiency in Microsoft Outlook, Word, and Excel
• Demonstrate excellent telephone etiquette
• Be able to remain calm in stressful situations
• Be able to empathize with the complexity and difficulty of each client or field staff situation
• Be a detail-oriented, adaptable and customer-focused team player
• Combine strong interpersonal skills with analytical problem-solving abilities
• Be self-directed, goal-oriented and able to manage time and priorities
• Possess medical knowledge and/or a medical background, previous supervisory and scheduling coordination experience will be considered assets
  When you join our team as a Care Coordinator, you’ll belong to one of Canada’s leaders in the healthcare industry, with 250 locations across the country. As one of the largest healthcare networks in Canada, we’re proud to be named one of Canada’s Best Managed Companies, Platinum Member and Canada’s 10 Most Admired Company Cultures.