Client Experience Manager

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list. 

Job Summary
The Client Experience Manager oversees the day-to-day operations of the Vyta and Bayshore Home Health Centralized Coordination Program, reporting to the Client Experience Senior Manager. They supervise the team's business hours operations, ensuring optimal client service delivery and employee experience. This position requires a strong team leader with management, operations, training, troubleshooting, communication, and analysis skills.

Responsibilities

•    Supervise and manage the daily operations and activities of the Vyta and Bayshore Home Health Centralized Coordination Program and its employees.
o    Completes and manages the schedule to ensure adequate coverage.
o    Monitors performance of the Client Experience Coordination team to ensure the program is meeting the key performance indicators.  
o    Conduct routine quality audits to ensure that all calls are handled in a prompt and professional manner, upholding our commitment to exceptional service delivery to both Vyta's and Bayshore's clients and employees.
o    Provide support to the Client Experience Coordination team during peak times to ensure all client and employee calls are responded to in a timely manner.
o    Assist with problem-solving issues related to scheduling field employees and/or client care and service. 
o    Assist with handling and documenting client concerns and complaints in a timely manner and as appropriate, notify the region Director of Growth and Operations/designate; maintain appropriate documentation.
•    Oversee, coach, mentor and provide feedback for continuous improvement to the Client Experience Coordination team. 
•    Responsible for the recruitment, selection, orientation and training of Client Experience Coordinators.
o    Arrange equipment orders, access requirements, and systems training 
•    Establish and maintain high-quality relationships with all Bayshore branches, other divisions and cross-functional departments. 
•    Handle regional concerns in a timely manner, escalate to the Client Experience Senior Manager as appropriate.
•    Promote teamwork and collaboration within own team, as well as with regions, branches and other departments.
•    Adhere to Bayshore Policies and Procedures. 
•    Understand and implement existing processes, create new ones as necessary to improve efficiency.
•    Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System. 
•    Participate in proactive Health & Safety activities while performing all duties. Is responsible for notifying the immediate Director of any Health & Safety risks or concerns. 
•    Maintains confidentiality of client and corporate information. 
•    Complete other tasks as requested.
Work Location : Bayshore Healthcare, National Office, Mississauga ON

This role is fully Remote

Reporting Relationship

The Client Experience Manager reports to the Client Experience Senior Manager as designated by the Managing Director. 
 

Minimum - Secondary School Diploma. Completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred. Diploma in Business or Healthcare Administration.
Experience 
A minimum of five years' related customer service experience with progressive responsibilities in a supervisory capacity.
Other Skills and Abilities 
Exceptional interpersonal and communication skills; proven ability to work both independently and effectively supervise a team. Knowledge of the principles, practices and methods of community nursing and service delivery to clients is an asset. Ability to work under pressure; demonstrate a growth mindset and ongoing learning; team motivator and player. Customer Service Oriented; Problem solver with a solution-oriented approach; troubleshoot and manage crises as they arise; reliable, responsible and self-starter - ability to follow policies and procedures; professionalism, judgment, and discretion are essential in dealing with confidential and sensitive matters.
Ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; ability to operate standard office equipment; proficiency in written/spoken English. French language is considered an asset.

Internal candidates must have a demonstrated track record of achievement in dealing with clients and 
employees and have demonstrated above average initiative. Successful internal candidates must 
complete a three-month probationary period specific to the  Client Experience Manager position.