Client Services Manager - Service Delivery

The Client Experience Coordinator (CEC) reporting to the Client Services Manager is responsible for conducting comprehensive client intakes for qualified individuals primarily seniors requiring support services such as personal support meals transportation housekeeping and more. This role supports clients in navigating health systems accessing necessary services and completing ongoing assessments of physical and cognitive abilities to ensure clients are directed to the most appropriate services. The CEC also manages care transitions discharge planning and leads initiatives to improve the overall client experience. This role champions a people-first philosophy prioritizing the wellbeing dignity and engagement of clients families and colleagues in every aspect of service delivery.

Lead and conduct detailed client intakes to assess needs for support services.
Manage and facilitate effective communication and collaboration with referring agencies to coordinate client transitions ensuring all necessary information is shared and the onboarding process is seamless and timely.
Manage the development and updates of individualized care plans based on assessment findings including setting goals noting client interests preparing a file of life supporting pharmacy coordination for medications and more as needed.
Collaborate with clients and their authorized contacts in developing and managing their goals and needs in relation to their client care plan.
Care Coordination & Service Delivery
Manage the complete client intake and onboarding process including accurate documentation Electronic Medical Record (EMR) setup onboarding to the Client
Portal initial scheduling and effective coordination with scheduling team members to ensure seamless ongoing service delivery.
Manage ongoing assessments (RAI CHA Financial etc.) Serve as a community resource and referral leader by proactively identifying cultivating and leveraging deep knowledge of local health social and support services.
Build and manage strong partnerships with community organizations agencies and service providers to ensure clients receive comprehensive coordinated care tailored to their unique needs.
Actively advocate and assist clients by connecting them to the most appropriate resources facilitating access and following up to ensure successful outcomes.

Communicates openly and honestly with clients families and colleagues building trust through transparency and integrity.
Actively identifies opportunities for process improvement and manages rapid improvement events to enhance client experience and operational efficiency
Encourages feedback from clients and team members and incorporates their insights into service delivery and process enhancements.
Regularly reviews client feedback and process outcomes to ensure services are aligned with client needs and organizational goals.
Empowers clients and colleagues to contribute ideas for service improvement fostering a culture of collaboration and shared success.
Organize and manage engagement activities for clients (client outings event attendance).

Maintain ongoing proactive communication with Bed Site Clients to monitor progress toward discharge goals identify barriers and provide timely support for plan adjustments. Manage and support clients discharges and transitions to home or other facilities in partnership with other care providers. As a part of transition facilitation coordinate with families and receiving facilities support prescription planning and conduct post-discharge follow-ups.

Waitlist & Follow-Up Management
Oversee and coordinate referrals and waitlists for both internal programs and in support of external partner agencies (e.g. Maintain comprehensive records and generate regular reports on client intakes wait times and related metrics supporting organizational decision-making and service optimization.
Community Engagement & Outreach
Build and maintain strong relationships with community organizations (e.g. legions seniors groups health fairs) through proactive outreach partnership development and participation in community events to expand awareness and access to services.
Promote organizational services through targeted advertising presentations and engagement activities actively connecting with potential clients to understand their needs and encourage participation in available programs.

Manage engagement in strategic meetings and presentations (e.g. OHT Partner Situation Tables Outreach Community Fairs) representing HH as an active and engaged partner. Actively contribute in team meetings championing continuous improvement by identifying opportunities proposing solutions and collaborating with colleagues to implement best practices.

Data Reporting & Quality Assurance
Collect analyze and report on client metrics (e.g. number of intakes acuity improvements fall risks NPS issue resolution time service utilization rates).
Participate in accreditation and quality assurance activities.
Leads by example in embracing change overcoming resistance and celebrating successes in process improvement.
Collaborate on building systems for tracking and reporting client outcomes.

Administrative and Other Functions
Manage general administrative tasks required in an office role such as making and accepting calls data entry preparing reports and presentations maintaining digital records etc.
Fosters a welcoming inclusive environment where diversity is celebrated and everyone feels valued.
Treats every client and colleague with respect compassion and empathy upholding the organizations values of care accountability inclusion and integrity.
Participate in on-call rotations as required to support the broader management team.
Diploma or higher in Social Work Gerontology Nursing or a related field.
Experience in client intake assessment and care planning preferably with seniors.
Strong understanding of health systems and community resources.
Demonstrates understanding and application of LEAN principles in daily work including waste reduction process improvement and respect for people.
Consistently produces accurate work by thoroughly reviewing documentation and processes to ensure compliance and quality.
Effectively prioritizes tasks and manages multiple responsibilities to meet deadlines and maintain orderly records.
High degree of Initiative: Proactively identifies opportunities for improvement and takes independent action to enhance client care and team performance.
Demonstrates self-motivation and accountability when working independently while actively collaborating and communicating with team members to achieve shared goals and deliver high-quality client care.
Proficiency in Microsoft Office and client management software.
Continuous Improvement Mindset: Proactively identifies and implements process improvements using LEAN methodologies to enhance client experience and operational efficiency.
Data Analysis & Reporting: Collects and analyzes client and operational data leveraging business intelligence tools to support evidence-based decision-making.
Promotes a culture of safety by adhering to best practices participating in incident reviews and supporting ongoing quality improvement initiatives.
Bilingual abilities.
Office environment with regular travel to client homes or community sites.
Typically working Monday to Friday during office hours with some requirement for flexibility to work on occasional evenings and weekends to accommodate meetings events and sharing the responsibility of the on-call rotation with the broader management team as required

Diversity Equity & Inclusion Statement
We are committed to fostering a workplace where everyone feels valued respected and supported. Our goal is to create an inclusive environment that celebrates diversity and ensures equitable opportunities for all individuals to thrive.