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About the Role

The Service Coordinator is responsible for scheduling and coordinating client services, ensuring client satisfaction through direct contact and communication with clients and internal teams. This role involves managing scheduling needs, communicating effectively across the organization, and demonstrating professionalism and enthusiasm.

Responsibilities

• Coordinate and schedule client service plans within a specific geographic area.
• Review client service plans to establish priorities and develop scheduling plans.
• Continuously review PSW schedules to optimize efficiency.
• Collaborate with management and specialists to ensure excellence and manage client expectations.
• Develop, manage, and update service delivery schedules based on client needs.
• Document and provide necessary information to the service delivery team for efficient service.
• Build trust-based relationships with staff, clients, and family members.
• Meet client service requirements courteously and professionally.
• Troubleshoot problems, handle difficult situations, and escalate as needed.
• Receive and respond to customer inquiries via telephone, written communication, and email.
• Complete all relevant paperwork accurately and in a timely manner.
• Document information in the electronic record according to policies, procedures, and legislation.
• Ensure client, funder, and personnel information is up-to-date in the information management system.
• Notify all stakeholders, including Service Delivery staff and funders, as required.
• Check and respond to modes of communication (voicemail, email, calendar) as per expectations.
• Actively participate in team initiatives and meetings.
• Communicate, collaborate, and lead by example to build support for agency vision and departmental goals.
• Build rapport with team members to ensure a high-performing team.
• Highlight the connection between overall strategy and day-to-day activities.
• Provide consistent communication and feedback to the Client Service Manager.
• Act as a change agent to encourage others and manage change.
• Review Intake processes to identify improvement opportunities and develop solutions.
• Participate in quality improvement activities with the Client Service Centre.
• Participate in client satisfaction initiatives to continuously improve quality levels.
• Identify and report health and safety incidents and concerns promptly.
• Participate in health and safety processes and procedures.
• Maintain a safe workplace environment by cultivating a positive safety culture.
• Participate in all health and safety training initiatives.
• Take proactive action against client incidents within the scope of practice.
• Develop plans to identify, manage, and minimize client safety risks.
• Assess the severity of adverse client safety/risk events and develop action plans.
• Collaborate with funders and follow additional processes as required.
• Call emergency services (911) when a client is at immediate risk.
• Evaluate potential hazards and identify clients at risk, taking preventative measures.
• Report all safety events impacting clients, caregivers, and families with timely and honest disclosure.

Requirements

• Post-secondary education in a health-related field preferred.
• 1 year of experience in community health care service coordination preferred.
• Extensive knowledge of community resources and support preferred.
• Excellent telephone, interpersonal, and customer service skills.
• Excellent verbal communication skills.
• Strong written communication skills.
• Excellent organizational and time management skills.
• Ability to work in a fast-paced environment and handle stressful situations.
• Ability to use good judgment in assessing difficult situations.
• Ability to perform routine work independently.
• Knowledge of general office practices, procedures, standards, and medical terminology preferred.
• Proficiency in a Microsoft Office software environment preferred.

Skills

• Coordination
• Scheduling
• Client Service Management
• Communication
• Customer Service
• Problem-Solving
• Documentation
• Information Management
• Reporting
• Teamwork
• Leadership
• Change Management
• Quality Improvement
• Risk Management
• Health and Safety Management
• Organizational Skills
• Time Management
• Interpersonal Skills
• Verbal Communication
• Written Communication
• Microsoft Office Proficiency

Location

• Head Office
• Hybrid

Work Type

• Full-Time
• Permanent
• Hybrid

Experience Level

• 1 year of experience in community health care service coordination preferred

Education Level

• Post secondary education in a health-related field preferred

Salary/Compensations

• $47,000 to $58,500 per year

Benefits

• Hybrid Environment: 3 in-office work and 2 work-from-home days.
• Subsidized underground parking at main office.
• Conveniently located on subway line and GO transit.
• Comprehensive health, dental, paramedical and vision coverage with employer paid premiums.
• RRSP program through RBC with employer and voluntary employee contributions.
• Paid training and professional development opportunities.

About the Company

• Circle of Care is made up of staff, students, and volunteers who bring energy and purpose, every day.
• Powered by people. Sparked by passion.

Equal Opportunity

• Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported.
• Dedicated to building a workforce that reflects the diversity of the communities in which we live and serve.
• Creating an environment where every employee has the opportunity to reach their potential.
• Seeks applicants who embrace our values of equity, anti-racism, and inclusion.
• Encourages applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
• Committed to an environment that is barrier free.
• If you require accommodation, please inform us in advance.
• May use artificial intelligence (AI) through third-party platforms to assist in parts of the recruitment and/or selection process.