Client Care Manager

at  Larga Baffin

POSITION OVERVIEW

The Manager, Client Care will be responsible for overseeing Larga Baffin’s Referrals, Front Desk teams.
Front Desk Operations include, but are not be limited to, establishing and implementing all policies, procedures and service standards as well as delivering training to Client Care Coordinators and Referral Representatives. The Manager will also act as a point of contact for escalated or emergency client issues i.e. discipline, facilitating the warning and ejection process etc.
The Manager, Client Care is eager to lead and roll up their sleeves to get the job done. They take a hands on approach and are able to delegate effectively and motivate others. The incumbent is a natural problem-solver and works well under pressure. This position requires the incumbent to occasionally be on-call and work outside of normal work hours to respond to facility emergencies.
Larga Baffin is a fast paced and stressful environment as we accommodate a high volume of clients requiring medical care not provided in their home communities. The ideal candidate must be able to operate in a dynamic and ever-changing environment.

QUALIFICATIONS

• Bachelor’s Degree or College Diploma in Hospitality and or related field.
• 5 years’ experience in a customer service position with at least 3 years of management or experience.
• High degree of customer service orientation.
• Experience developing, monitoring and tracking budgets.
• Experience developing, monitoring training, and career development for all staff.
• Excellent ability to communicate effectively direct others to achieve required results.
• Capable of managing multiple priorities and working under pressure.
• Proven ability to demonstrate professionalism, understanding and patience in order to effectively manage situations involving a high degree of sensitivity and confidentiality.
• Strong knowledge of MS Office software (Word, Excel, PowerPoint, Outlook etc.).
• Ability to work on-call shifts when necessary

PREFERRED QUALIFICATIONS

• Beneficiary status with the ability to speak Inuktitut.
• Working knowledge and/or experience with CRM system.

Please refer the Job description for details