Client Services Coordinator (CSC) Ottawa

Carefor is Eastern Ontario’s largest home care and community support services not-for-profit, with over 1,200 employees operating in Eastern Counties, Ottawa, and Pembroke-Renfrew County. The founding chapter of the Victorian Order of Nurses, Carefor has been helping seniors and people living with disabilities in Eastern Ontario live with choice and dignity since 1897.

For our staff, we are proud to help them be the best they can be both now and into the future. Through comprehensive onboarding and continual training, you are continuously improving your professional practice with Carefor; and with the HOOPP pension plan, great benefits and a flexible schedule, we’re looking out for you and your family. At Carefor, we know our work matters, and we’re proud of the impact we have in people’s lives.

This is a unionized position under CUPE 4999.

This is a full-time, permanent position with the Allied Health West desk.

Hours are 800 a.m. - 400 p.m. with a fair share of weekends.

The Client Services Coordinator works as part of a team to implement Carefor’s approved or prescribed processes to ensure every client visit is properly scheduled, every service provider’s caseload is properly assigned, and client expectations are met. The Client Services Coordinator also maintains accurate documentation and communications with clients, service providers, and others. users. A Client Services Coordinator may have to manage client expectations to ensure the expected service level is achieved.

• Schedules service providers for client visits in areas assigned by the manager.
• Provides work schedules to staff that meet client needs and maximize continuity of care.
• Keeps up to date with daily changes such as staff availability, changes in client service authorizations and/or care plans
• Ensures client and service provider information is accurate and up to date in the scheduling database
• Provides timely information, through the use of communication technology (telephone, fax, e-mail, voicemail), to field staff, service providers, co-workers, Managers and Supervisors, clients, and customers
• Verifies visit confirmations from field staff and processes in a timely manner to be processed by the billing department
• Verifies payroll information for field staff in a timely manner ensuring the accuracy of hours, mileage, stats, and premiums.
• Contacts LHIN regarding discrepancies in frequency, authorization for extra visits or not seen/ not found visits, extensions to planned review dates
• Works collaboratively as part of a team willing to assist others and mentor new staff
• Contributes to the principles of customer-focused service and continuous quality improvement
• Functions and completes all duties in compliance with Occupational Health and Safety legislation, regulations, and Carefor policies, procedures, and standards
• Diploma or Degree from an accredited College or University
• Previous scheduling experience preferred
• Experience using database software and Microsoft Office Suite
• Accurate and efficient computer data-entry skills
• Knowledge of medical terminology is considered an asset
• Demonstrated problem-solving skills
• Excellent interpersonal skills
• Proven ability to manage coinciding demands, and demonstrated flexibility to adjust priorities to meet changing demands and circumstances
• Ability to respond appropriately in pressure situations with a calm and professional demeanor
• Ability to plan, organize and coordinate activities
• Must be able to work independently and within a team
• Excellent communication skills, both verbal and written
• Competitive wages
• Defined Pension Plan with the Healthcare of Ontario Pension Plan (HOOPP)
• Employee Group Benefit Plan
• Premiums for evening and weekend shifts
• Paid Travel and time
• Paid Orientation
• Paid professional development and training
• Employee Assistance Program

Carefor values equity, diversity and inclusion in all its forms and recruits qualified individuals at all occupational levels that reflect the diversity of our clients and our community. We are committed to providing inclusive, barrier-free recruitment and selection processes and a work environment that supports our diverse workforce. If you require accommodations at any stage of the recruitment process, please let your recruiter know when contacted. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity.