- This candidate will work out of the Quebec City Clinic/Branch. The successful candidate will need to live in the surrounding area.*
The Client Service Coordinator, under the direction of the immediate Supervisor, handles client care and service inquiries, arranges client care and service, schedules Field employees and maintains scheduling information and data as required.
Duties and Responsibilities
Handle and document client inquiries regarding requests for care and service
Assess client service needs in consultation with the Supervisors; schedule licensed employees for care and service assignments such that there is an appropriate match between the client’s needs and the qualifications, skills and abilities of Field employees; promote consistency of nursing assignments and coordination of services.
Notify clients and Field employees regarding initial and ongoing schedules
Complete data entry and maintain accurate current scheduling documentation
Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation
Participate in ongoing internal and/or external continuing education activities
Adhere to Bayshore Policies and Procedures.
Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System.
Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
Employee will maintain relevant level of knowledge of ICH (International Conference on Harmonization), GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmocovigilance Practices) guidelines appropriate to their hired role which is to be provided at time of hire and on an as needed basis. With this knowledge the employee will perform the work as required by their assigned function and will be provided with regular updates as required.
Must be able to identify and report AE’s to health Canada, Med Info and enter into source system and third party systems
Participate in processes relating to regulatory and/or contractual reporting requirements
Complete other tasks as requested.
Minimum – Secondary School Diploma. Completion of a recognized Program, such as the Licensed/ Registered Practical Nurse Program and/or a Medical Terminology course is preferred
A minimum of two years related customer service experience, preferably in healthcare
Exceptional organizational and interpersonal skills; proven ability to work both independently and as part of a team; ability to meet deadlines and strong commitment to continual learning; demonstrated competency in keyboarding and Windows scheduling software; ability to operate all standard office equipment; proficiency in written and spoken English as well as French in Branch Offices that provide service to French speaking clients
Internal candidates must have a demonstrated track record of achievement in dealing with clients and employees and have demonstrated above average initiative. Successful internal candidates must complete a six month probationary period specific to the Client Service Coordinator position.