Job Description
Are you a driven, organized person who is seeking a rewarding career helping people with complex health needs live happy, independent lives in their homes and communities? Do you want to be part of dedicated team of staff and volunteers who bring their passion to work to simplify life for more than 10,000 clients and their families?
As a Service Coordinator, you will play a key role in ensuring our clients get timely, seamless care. You will use your ability to communicate in a clear, concise and professional way with clients, our Intake Specialists, and Customer Service team to schedule and coordinate client services. You will work in a fast-paced environment in which no day is the same and where your multitasking and problem solving skills can shine. You will lead by example, demonstrating enthusiasm and empathy in all your dealings, including displaying strong relationship management skills in sensitive conversations with clients and caregivers. You will be able to work from the comfort of your home while being challenged and stimulated both by your dynamic work and the dynamic team of like-minded, empathy-driven professionals at Circle of Care. Most importantly, you will be able to finish each day’s work with the knowledge that you are having a direct positive impact on people’s lives, when they need it the most.
We are looking for: 1 full-time permanent Service Coordinator
Salary: Commensurate with experience
Hours of Work: 34 hours/week. This is a hybrid work from home role. 5 shifts on Sunday - Wednesday, 12:30 pm to 8:30 pm, and Thursday 1:30 pm - 8:30 pm.
Reports to: Supervisor, Client Services
Responsibilities

Coordination and Scheduling

• Assigned to a specific geographic area the Service Coordinator is responsible for the coordination and scheduling of client service plans. Reviews client service plan with objective to establish priorities and to develop a scheduling plan.
• Continually review PSW schedules with the objective to optimize efficiency.
• Works closely with the Manager, Intake Specialists and Client Services Supervisors to ensure excellence and manage client expectations.
• Develop, manage, and update service delivery schedules based on the needs of the clients.
• Document and provide information required by the service delivery team that will ensure the provision of efficient and excellent service.

Customer Service

• Build a trust based relationship and develop rapport with staff, clients and family members in order to ensure we meet their needs and resolve concerns in an efficient and transparent manner.
• Effectively meet all client services requirements in a courteous and professional manner by efficiently providing accurate information.
• Proactively trouble shoot problems, deal with difficult situations, and escalate to Intake Specialist, CSS and or management.
• Receive and respond to customer inquiries and contacts (telephone, written and email) as per departmental and organizational expectations.

Information Management and Reporting

• Complete all relevant paperwork in a timely and accurate manner.
• Document information in the electronic record in accordance to departmental policies and procedures and legislation.
• Ensure all client, funder and personnel information is up-to-date in the information management system and documented in accordance to departmental policies and procedures and legislation.
• Provide notification to all stakeholders (Service Delivery staff, funders - LHIN) as required.
• Check and respond to modes of communication (voicemail, email, calendar) as per organizational and department expectations.

Management of Relationships with Internal and External Partners.

• Actively participate in the Client Services Team, collaborate with, and provide solutions/support to team members and senior member in the department to achieve strategic goals and objectives.
• Collaborate and proactively work with external partners, LHIN, Baycrest, government agencies and other suppliers, as required.
• Provide customer support to internal and external customers.
• Lead by example and demonstrate the organizational values in all personal behaviours.

Qualifications

• Post secondary education in a health related field preferred.
• One year experience in community health care service coordination.
• Additional language skills are an asset.
• Extensive knowledge of community resources and support.
• Excellent telephone, interpersonal and customer service skills.
• Excellent verbal communication skills.
• Strong written communication.
• Excellent organizational and time management skills.
• Ability to work in a high pace environment and handle stressful situation.
• Ability to use good judgment in assessing difficult situations.
• Ability to perform routine work independently.
• Knowledge of general office practices, procedures, standards, and medical terminology preferred.
• Proficiency in a Microsoft Office software environment preferred.

Please refer the Job description for details