Job Description

Position Summary:

Affinity Health (AH) is an accredited leading healthcare company proudly holding Exemplary Status from Accreditation Canada, committed to providing high-quality care to our patients and communities. We are focused on innovation, sustainability, and delivering exceptional patient outcomes. As we continue to expand our reach and impact, we are seeking a dedicated and detail-oriented Client Care Coordinator to join our team. As a Coordinator, you will play a crucial role in ensuring the efficient and effective coordination of our daily operations. If you have excellent organizational skills, can thrive in a fast-paced environment, and enjoy working with a diverse group of individuals, we'd love to hear from you.

As Client Care Coordinator, you will play a pivotal role in our operations and customer success by managing new patient referrals and building brand awareness through the promotion of AH Home Care services. The successful candidate will act as the public face of the company by creating awareness of the company's services, interacting with potential customers, onboarding new customers, ensuring customer satisfaction. This role requires excellent communication skills and the ability to connect with diverse audiences.

A successful Candidate will possess the following skills:

Excellent verbal and written communication skills Excellent critical thinking and problem-solving abilities Exceptional customer service skills, with the ability to digest and explain complex information clearly while communicating professionally, empathetically, and effectively with health care professionals and patients Ability to work effectively both independently and in a team environment Highly proficient utilizing a variety of technology platforms simultaneously and excitement to learn new platforms Excellent presentation and oratory skills Excellent persuasive and marketing skills Strong interpersonal skills Attention to detail and time management skills
Key Activities and Responsibilities

Communicate professionally with patients, families, staff, and funder organizations via email and phone calls. Coordinate care delivery by assigning appropriate caregivers based on client needs, geography, staff skill set, and availability. Ensure consistency in caregiver assignments. Process and Review referrals and offers quickly, collaborating with supervisors, field staff, and patients to assess and fulfill service needs. Schedule and Notify clients and staff of new and ongoing schedules, ensuring optimal matching and timely communication. Utilize staff availability effectively to meet both client care needs and operational efficiency. Document all necessary details accurately in the EMR and other internal systems (e.g., SharePoint, AlayaCare, Excel). Resolve client concerns promptly and follow appropriate escalation protocols to ensure satisfaction. Onboard new clients and ensure staff are properly equipped with the necessary documentation and information for each visit. Deliver an excellent first impression and ongoing experience through proactive communication and relationship-building with clients and referral partners. Support the coordination of special services (e.g., transportation, chaperones, translation) as required. Triaging inbound calls related to scheduling, concerns, safety issues, inquiries and general feedback using Affinity's tools and resources. Collaborate with referral partners, clinical teams, coordination and account management colleagues to support shift fulfillment across all service lines. Track and report on customer preferences, feedback, competitor activities, and marketing opportunities. Represent the company's mission, vision, and values in all communications and public-facing events. Act as a point of contact for mobile app support when field staff experience difficulties during client visits. Perform administrative tasks and other duties as assigned.
Other

Prepares monthly schedules for all clients before designated deadlines; Manages staff and client schedule which changes on a daily basis and reschedules resources, accordingly, immediately notifying staff and clients of any shift changes; Ensures that each staff member has received their monthly/weekly schedule and any new schedules that may arise in the interim; Call all employees on a weekly basis to confirm weekend shifts; A self-starter that works under the direction of their direct manager and in conjunction with Operation;s Managers to match clients' needs with employees' qualifications and expertise; Meets performance targets Helps to ensure all client and employee information is up-to-date in company software systems, AlayaCare. Previous experience as a Scheduling Coordinator or in a similar role is preferred. Strong attention to detail and the ability to prioritize tasks effectively. Excellent verbal and written communication skills, with a customer-focused approach. Ability to adapt quickly to changing priorities and handle multiple tasks simultaneously. Demonstrate a high level of professionalism and maintain confidentiality when dealing with sensitive information. Demonstrate a thorough understanding of the Company's services to inform potential customers
A Day-to-Day Look at the Role:

Receive referrals from Ontario Health at home,private clients, hospitals, facilities and insurance companies and determine appropriate staff required Communicate with OHH Coordinators or Case Managers and/or clients directly to determine specific scheduling needs Confirm service with client/family and OHH within one (1) hour of receipt of the referral or as negotiated with OHH Case Manager. Schedule staff with clients on a daily basis and check planner Escalate concerns raised regarding the safety of clients and Health Care Professionals urgently Documents and reports all unresolved problems to the appropriate Nurse Case Manager Logs all communications in Alaya Care Records all absences and missed care accurately in Alaya Care for review by the appropriate department Investigates timesheet and billing discrepancies with Payroll Administrator
Qualifications and Education Requirements:

Based on the Key Activities, the required qualifications to be successful in this role include:

A minimum of 1 year related experience in the healthcare industry (PSW would be an asset) At least 1 years of experience customer services environment Post-secondary education, preference in Operations Management, Medical Office Administration or relevant experience Public and Private sector home healthcare experience highly desirable Sales experience would be highly desirable Bilingual French and English highly desirable Personality: Demonstrates accountability and takes full ownership of responsibilities Adapts quickly to change, learns on the go, and finds solutions in the face of challenges Passionate and committed to their work; stays motivated and focused through obstacles Brings a positive attitude and uplifts those around them Thrives in collaborative, team-oriented environments Takes initiative and follows through to get things done Flexible and responsive to changes in booking needs and scheduling demands Effectively manages multiple priorities and tasks simultaneously Communicates clearly and professionally, both verbally and in writing Highly attentive to detail and accuracy Aligns daily actions with departmental and organizational goals Works independently and handles changing priorities and tight deadlines with composure Strong skills in organization, prioritization, and analysis Proficient in conflict resolution and effective problem-solving Builds strong interpersonal relationships with clients, colleagues, and stakeholders Experience with scheduling platforms such as SharePoint, AlayaCare, Excel, or Google Docs is an asset Self-motivated, dependable, and maintains a consistently positive approach Let me know if you'd like a more concise or more formal version depending on the use.
Position Requirements:

Certifications: Valid Vulnerable Sector Check (within the last six months). Technological Proficiency: Familiarity with healthcare technologies and systems to support effective service delivery and operations. Flexibility: Availability to work flexible hours as required to support branch operations
Why Join Affinity Health?

At Affinity Health, we are committed to providing exceptional, patient-centered care that enhances the lives of our clients. As a client care coordinator, you will be part of a dynamic, innovative team, with the opportunity to make a significant impact on the growth and success of our services in the Champlain area. If you are passionate about healthcare, committed to making a difference, and thrive in a collaborative environment, we encourage you to apply and join us in shaping the future of healthcare delivery in the region.

Send your resume to

: careers@affinityhealth.ca

Affinity Health and Safety

:
In the interest of the health and safety of our clients, employees, and the greater good of public health, Affinity Health requires those who wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means receiving both doses of the COVID-19 vaccine and waiting 14 days after the last dose.

Affinity Health is committed to the success of all its employees. If you feel you need accommodations due to illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@affinityhealth.ca at your earliest convenience.

Job Types: Full-time, Permanent

Pay: $43,000.00-$48,000.00 per year

Benefits:

Casual dress Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Vision care
Ability to commute/relocate:

Markham, ON (L3P): reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer Service environment: 1 year (preferred)
Licence/Certification:

Personal Support Worker (preferred)
Work Location: In person