Access Healthcare Services (AHS) is a leading home and community healthcare provider serving the Renfrew County and Champlain region. AHS provides nursing, personal and home support services on behalf of Ontario Health at Home, insurance providers, community partners and private individuals. AHS holds exemplary status with Accreditation Canada and offers a range of nursing and support services including specialty and ambulatory care clinics, in home nursing and personal support, corporate wellness services and facility staffing relief.
POSITION TITLE
Client Care Specialist – Temporary Full-Time (12-Month Contract)
REPORTS TO
Program Manager – Integrated Care Solutions
POSITION PROFILE
The Client Care Specialist is often the first voice a client hears and one of the most consistent points of contact throughout their service journey. Reporting to the Program Manager, Integrated Care Solutions, this role serves as the primary point of contact for clients, families, caregivers, referral partners, and healthcare providers accessing private care services through Access Healthcare Services.
This role combines customer service, client relationship management, scheduling, intake support, and administrative coordination to ensure a seamless and positive client experience. The successful candidate will be highly organized, compassionate, and service-oriented, with exceptional communication and interpersonal skills. They enjoy building relationships, solving problems, and supporting clients and families throughout their healthcare journey.
This is a temporary full-time position offered as a 12-month contract to provide maternity leave coverage within the Private Care team located at 2526 Queensview Drive, Ottawa, requiring attendance Monday to Friday from 9:00 a.m. to 5:00 p.m.
Key Responsibilities
- Serve as the primary point of contact for clients, families, caregivers, referral partners, and healthcare providers.
- Respond to inquiries regarding private care services and community-based programs.
- Support new client intake and onboarding processes.
- Conduct client and caregiver follow-up calls to support service quality, client satisfaction, and continuity of care.
- Build meaningful relationships with clients and families while developing an understanding of their individual needs and preferences.
- Schedule and coordinate client visits and services.
- Manage appointment calendars and clinician schedules.
- Confirm appointments and communicate service details and relevant information to clients and caregivers.
- Process referrals and communicate relevant updates to appropriate team members.
- Monitor client experiences and identify concerns requiring escalation or follow-up.
- Maintain accurate documentation and client records within Alyacare, JaneApp, and other organizational systems.
- Respond to phone calls, emails, faxes, and other communications in a timely and professional manner.
- Ensure timely follow-up on client concerns, scheduling requests, referrals, and service inquiries.
- Collaborate with clinical and operational teams to support positive client outcomes and experiences.
- Maintain confidentiality and comply with all privacy and organizational requirements.
- Support administrative and operational activities as required.
- Perform other duties as assigned by the Program Manager, Integrated Care Solutions or designate.
Core Competencies
- Analytical Thinking – Skilled in interpreting data and identifying trends.
- Collaboration – Builds strong relationships across disciplines.
- Continuous Improvement Mindset – Drives innovation and efficiency.
QUALIFICATIONS
- Minimum one year of experience in customer service, client services, administration, scheduling, healthcare support, reception, hospitality, or a related field.
- Healthcare experience is strongly preferred.
- Experience in home healthcare, medical clinics, retirement living, community support services, or related healthcare environments is considered a strong asset.
- Experience conducting client follow-up, managing client relationships, or coordinating services is preferred.
- Experience booking appointments, managing schedules, and handling high volumes of client interactions is preferred.
- Education in Medical Office Administration, Health Care Administration, Office Administration, Social Service Worker, Community Services Worker, Business Administration, Hospitality, or a related field is considered an asset.
- Bilingualism in English and French is considered an asset.
As an equal opportunity employer, AHS is committed to diversity, inclusion and accessibility. AHS welcomes and encourages applications from all people. Accommodation is available on request for candidates taking part in all aspects of the selection process.
We would like to thank everyone in advance for their interest in AHS, however, only qualified applicants will be contacted for an interview.
