Description:
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 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.
JOB SUMMARY
Proactively support the Leadership Team in the day-to-day operation of the Client Experience Team while meeting individual targets for productivity and customer satisfaction. The successful candidate will be tasked with various duties around prospective client engagement and staff performance, as well as enhancing overall effectiveness of every Intake Specialist.
DUTIES AND RESPONSIBILITIES
Lead, motivate and develop team members to deliver exceptional individual performance improvement through ongoing coaching and education
Help energize and motivate team through recognition and highlighting both individual and team accomplishments
Proactively support the execution of new launches, processes and procedures
Queue monitoring to ensure appropriate coverage and support
Assist in quality assessments of calls and provide coaching wherever necessary
Provide on-demand support when necessary; escalate concerns identified and be creative in recommending solutions for day-to-day challenges
Understand the purpose and relevance of company policies, processes and scripts, ensuring team commitment to objectives
Model stellar inquiry process management; respond with compassion and empathy to all callers looking for information about services provided by all Bayshore HealthCare divisions, understand callers’ needs and provide direction as to the appropriate Bayshore offering and accurately record client information in our CRM to ensure up-to-date family information.
Assist with scheduling and Payroll preparation
Complete other tasks as requested.
REPORTING RELATIONSHIPS
The Client Intake Supervisor reports to the Director of Client Experience as designated by the Managing Director.
** Afternoon/ Evening and 1 weekend day**
** 100 percent onsite**
Qualifications:
Education
University/College education or equivalent combination of education and experience.
Experience and Skills
Exceptional interpersonal and communication skills. Must be compassionate and caring.
Strong computer and typing skills necessary, including Word and Excel.
Ability to multi-task and work under pressure.
Demonstrate a growth mindset and ongoing learning.
Other Skills and Abilities
Team motivator & player
Customer Service Oriented
Problem solver with a solution-oriented approach
Troubleshoot and manage crisis as they arise
Reliable, responsible and self-starter - able to work effectively with minimal supervision
Ability to follow policies and procedures
