Part-Time Afterhours Care Coordinator (Remote position, weekend shift)
Position Overview: The Afterhours Care Coordinator plays a critical role in ensuring a seamless and positive experience for clients and their families by effectively managing the scheduling of direct care providers within a high-volume contact center environment. This role demands a strong focus on maintaining continuity of care, meeting client requirements, and adhering to scheduling protocols. As the primary point of contact, the Care Coordinator must excel in problem-solving and communication, ensuring all stakeholders, including clients, families, care providers, and referral sources, are well-supported.
Work Schedule: Option 1 - Every Saturday: 4:30 pm to 9:30 pm and Sunday: 8:30 am to 4:30 pm
Option 2 - Every Saturday and Sunday from 8:30 am to 4:30 pm
Key Responsibilities:
- Efficient Scheduling: Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately within a dynamic contact center setting.
- KPI Achievement: Meet and exceed individual KPIs such as calls per hour, quality assurance, and the successful scheduling of visits.
- Stakeholder Communication: Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
- Relationship Building: Cultivate and maintain positive relationships with care providers, clients, and funders, considering individual needs in all decision-making processes.
- Data Management: Accurately update and manage scheduling databases, client records, and care plans, ensuring all information is current and accessible for reporting and tracking.
- Compliance: Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.
Knowledge, Education, and Experience:
- Educational Background: Minimum Grade 12 education.
- Experience: At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a call center environment.
- Technical Skills: Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare).
Technical and Interpersonal Skills:
- Communication: Strong verbal and written communication skills, with excellent telephone etiquette.
- Problem-Solving: Results-oriented with strong problem-solving abilities.
- Multitasking: Ability to manage multiple tasks in a fast-paced environment.
- Organizational Skills: Excellent time management and organizational skills, with a keen eye for detail.
- Computer Literacy: Advanced computer literacy with various applications and programs.
Additional Considerations:
- Contact Center Experience: Minimum 2 years of scheduling experience in a call center environment or a service delivery team.
- Medical Background: Knowledge of medical terminology or experience in medical administration is an asset.
- Language Skills: Ability to communicate in French is an asset.
- Legislative Knowledge: Understanding of employment legislation is an asset.
- Healthcare Scheduling: Prior experience in healthcare scheduling is highly desirable.
Join us at CBI Home Health - Because Your Care Matters
CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.
We are committed to fostering a positive experience for all Indigenous applicants whether you’re First Nations (status or non-status), Inuit or Metis and welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.
In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests.
