Client Services Team Lead

Job 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. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

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.

As the Client Service Team Lead, reporting to the Client Service Manager, you will supervise the coordination of client care schedules by Client Service Coordinators. You will manage scheduling for Field employees, handle complex client care and scheduling issues, and actively contribute to the maintenance and improvement of scheduling systems.

Office Location: Markham Ontario (340 Ferrier Street)

Hybrid Work Model: with 2-3 days in the office weekly, after the successful completion of an in person probation period.

Rotating Shift Requirement: This role requires flexibility to work shifts including evenings and weekends. Our Support Services Contact Centre runs 7 days a week from 5:00 AM to 10:00 PM, ensuring continuous client support.

Key Responsibilities

• Supervise and coordinate the client service team to ensure efficient scheduling of licensed and unlicensed caregivers aligned with client needs
• Provide systems training and ongoing support to Client Service Coordinators
• Manage client inquiries and communicate schedule updates to clients and field staff
• Resolve scheduling conflicts and client care issues with professionalism
• Maintain accurate scheduling documentation and data
• Support recruitment, orientation, and supervision of field employees as needed
• Handle client concerns and complaints, escalating to supervisors as appropriate
• Promote Bayshore Home Health in line with branch sales and marketing plans
• Participate in ongoing training and professional development
• Adhere to Bayshore’s policies, procedures, and confidentiality standards

Job Qualification

Qualifications and Experience

• Secondary School Diploma (minimum)
• Minimum 2 years customer service experience, preferably in healthcare with experience using Windows scheduling systems
• Past experience in a supervisory role (preferred)
• Strong organizational and interpersonal skills
• Ability to work independently and as part of a team
• Proficient in written and spoken English
• Flexibility to work rotating shifts between 5:00 AM and 10:00 PM, Monday through Sunday

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 other kinds of requested exemptions based upon Human Rights Code 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.”

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.