Description:
JOB SUMMARY
The Client Service Manager, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he is responsible for timely data entry of all client referrals, new orders and updated information. The Client Service Manager oversees all aspects of client service including but not limited to difficult situations related to client care and/or staff and client schedules and implements and manages scheduling processes to ensure that scheduling complies with the collective agreement and client needs.
Person-and family-centered care (PFCC)
Person-and family-centered care (PFCC) is an approach to care that recognizes the importance of family in a patient’s life and the importance of their active involvement in planning and making decisions on health care, services and treatment, and health system reform. This approach to care provides respectful, compassionate, culturally safe, and responsive care that meets the needs, values, beliefs, and preferences of the patient, their family, and others identified as significant to their life from diverse backgrounds and settings.
Availability: Monday through Sunday – between 5am and 10pm. Rotating shifts
Hybrid Position: hybrid rotation based on operational requirements, located at our Markham office (340 Ferrier Street) after successful completion of the three month in person probationary period
Unposting Date: July 10th 2026
DUTIES AND RESPONSIBILITIES
Own the onboarding and training experience for new Client Service Coordinators, including systems training, role orientation, and structured check-ins; maintain accountability for new hire readiness and long-term success in the role; identify and address skill gaps through ongoing professional development planning.
Conduct performance management of the team: performance reviews, documentation, and staff one-on-ones
Coach and mentor Client Service Coordinators to support skill development and continuous improvement.
Manage disciplinary processes for direct reports in accordance with company HR policies.
Serve as the primary escalation point for Team leads, Client Service Coordinators before issues are escalated to the Contact Centre Manager.
Assist with the recruitment, onboarding, and orientation of Client Service Coordinators as requested.
Oversee client service coordination in consultation with Clinical Managers and Area Directors; facilitate and promote the filling of all service requests.
Schedule licensed and unlicensed employees for care and service assignments to ensure an appropriate match between client needs and the qualifications, skills, and abilities of Field employees.
Monitor and promote consistency of caregiver assignments and coordination of services.
Handle and document prospective client inquiries regarding requests for care and service.
Notify clients and Field employees regarding initial and ongoing schedules.
Problem-solve issues related to scheduling Field employees and/or client care and service.
Complete data entry and maintain accurate and current scheduling documentation.
Handle and document client concerns and complaints in a timely manner; notify Supervisors as appropriate and maintain all related documentation.
Prepare and review scheduling performance reports, including service delivery metrics and scheduling gap analysis to ensure KPIs and outcomes are met
Monitor scheduling efficiency and overtime utilization; proactively identify and address resource constraints.
Provide regular updates to the Contact Centre Manager on team performance and service delivery outcomes.
Collaborate with Clinical Managers, Senior managers, Area Directors, Director of Education, IT support, Clinical Quality and the Payroll/Billing Department as appropriate.
Foster and build CSC team cohesion and chemistry as well broader ICS department chemistry
Participate in after-hours and/or on-call rotation coverage for scheduling emergencies as required.
Participate in ongoing internal and/or external continuing education activities.
Adhere to Bayshore Policies and Procedures.
Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
Complete other tasks as requested.
Qualifications:
Education
Minimum – Post-Secondary degree/diploma required. A degree or diploma in Healthcare Administration, Business Administration, or a related field is strongly preferred.
Completion of a Medical Terminology course is preferred.
Experience
A minimum of five years related customer service experience with progressive responsibilities in a supervisory capacity.
Other Skills and Abilities
Exceptional organizational and interpersonal skills; proven ability to work both independently and effectively lead a team; solid knowledge of the principles, practices and methods of community nursing and service delivery to clients as well as the principles of program development, implementation and evaluation; 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 and French in Branch Offices that provide care to French speaking clients.
Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any based upon Human Rights Code criteria will be considered on a case-by-case basis.
“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.”
At Bayshore Healthcare Ltd., and its subsidiaries, we are committed to fostering an inclusive workplace and operate in full compliance with all Provincial and Territorial legislation pertaining to Human Rights Codes and Accessibility requirements. To ensure continued compliance throughout the recruitment and selection process, we encourage candidates to disclose any accommodation needs they may have.
