Care Coordinator - Nursing

at  CBI Home Health

FULL TIME CARE COORDINATOR ; JOB LOCATION - SIMCOE OR OTTAWA

The Care Coordinator plays a critical role in ensuring a seamless and positive experience for clients and their families by effectively managing the scheduling of direct care providers within a high-volume contact center environment. This role demands a strong focus on maintaining continuity of care, meeting client requirements, and adhering to scheduling protocols. As the primary point of contact, the Care Coordinator must excel in problem-solving and communication, ensuring all stakeholders, including clients, families, care providers, and referral sources, are well-supported.

KNOWLEDGE, EDUCATION, AND EXPERIENCE:

• Educational Background: Minimum Grade 12 education.
• Experience: At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a call center environment.
• Technical Skills: Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare).

TECHNICAL AND INTERPERSONAL SKILLS:

• Communication: Strong verbal and written communication skills, with excellent telephone etiquette.
• Problem-solving: Results-oriented with strong problem-solving abilities.
• Multitasking: Ability to manage multiple tasks in a fast-paced environment.
• Organizational Skills: Excellent time management and organizational skills, with a keen eye for detail.

• Computer Literacy: Advanced computer literacy with various applications and programs.

  Additional Considerations:

• Contact Center Experience: Minimum 2 years of scheduling experience in a call center environment or a service delivery team.

• Medical Background: Knowledge of medical terminology or experience in medical administration is an asset.
• Language Skills: Ability to communicate in French is an asset.
• Legislative Knowledge: Understanding of employment legislation is an asset.
• Healthcare Scheduling: Prior experience in healthcare scheduling is highly desirable.
• Work Schedule: Availability for a full-time, Monday to Friday, 8:30 am to 4:30 pm in-office work schedule.

• Efficient Scheduling: Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately within a dynamic contact center setting.
• KPI Achievement: Meet and exceed individual KPIs such as calls per hour, quality assurance, and the successful scheduling of visits.
• Stakeholder Communication: Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
• Relationship Building: Cultivate and maintain positive relationships with care providers, clients, and funders, considering individual needs in all decision-making processes.
• Data Management: Accurately update and manage scheduling databases, client records, and care plans, ensuring all information is current and accessible for reporting and tracking.
• Compliance: Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.