Client Services Manager

MAIN OBJECTIVE:
The Client Services Manager is responsible for providing direction, management and support for the implementation and ongoing effectiveness of quality of our home care services; ultimately leading to satisfied members (clients) as well as employees.

 
MOSAIC’S STANDARDS OF EXCELLENCE:

 
Mosaic’s Standards of Excellence* are one of many ways to assure our clientele that we are providing only the highest quality of care. All Mosaic employees must meet the standards noted below, as a minimum; however ongoing training sessions are available and personal growth is encouraged.

  • * Bondable
  • * Code of ethics and conduct (ability to abide by these codes)
  • * Confidentiality (ability to practice a high level of privacy and confidentiality)
  • * Credentials (validity verified, kept on file and maintained as needed)
  • * Health & Safety Core Training (mandatory completion prior to work start):
      • New employee orientation (review of policies, procedures, guidelines)
      • Fire Safety
      • Mosaic – Ergonomics
      • Mosaic – Preventing Violence and Harassment in the Workplace
      • Mosaic – Slips, Trips and Falls and Housekeeping
      • Mosaic – WHMIS (workplace hazardous materials information system)
      • Safety Basics ON
  • * High school diploma or equivalent
  • * Immunization record
  • * Medical clearance
  • * Negative Tuberculosis Check (TB – Mantoux Test)
  • * Police clearance; including the vulnerable sector screening clearance (up-to-date)
  • * Reference checks (2-3 business references)

Note: Mosaic’s Standards of Excellence* are comprised of a more extensive list; however only the Mosaic employee related standards are hereby defined to help our potential candidates and the community understand our minimum standards for adding exceptional employees to our team.

 

WORKING CONDITIONS:

  • Work weeks are 5 days, Monday to Friday, 40 hours per week, 8:30 a.m. until 5:00 p.m.
  • Break periods can be taken as one hour for lunch or broken down into two fifteen minute breaks and thirty minutes for lunch
  • Work schedule must be flexible to accommodate deadlines and mandatory meetings
  • Face-paced environment
  • Physical Demands: Long hours sitting and using office equipment and computers, which can cause muscle strain. Also, there will be some lifting of supplies and materials from time to time.
  • Environmental Conditions: The incumbent is located in a busy office where they are faced with constant interruptions and must meet with others on a regular basis.
  • Sensory Demands: Long hours are spent in intense concentration. The incumbent must also spend long hours on the computer entering financial information which requires attention to detail and high levels of accuracy.
  • Mental Demands: There are a number of deadlines associated with this position, which may cause significant stress. The incumbent must also deal with a wide variety of people on various issues.

 

DUTIES & RESPONSIBILITIES (but not limited to the following):

Management / Leadership:

  • Lead, train, supervise and oversee the daily activities and tasks of Client Services department
  • Develop the team by providing opportunities, recognising strengths and weaknesses of individuals and work with each to benefit the overall organisation
  • Mentor the Client Services team
  • Communicate regularly with the Director of Operations regarding updates and general reporting requirements (i.e. employees, members, family members, business risks or liabilities, training, targets, goals, status, and gaps, etc.)
  • Develop and maintain approved budgets (i.e. training and departmental)
  • Coordinate Member care and assignment of staff
  • Ensure that the care provided by employees meet all relevant Mosaic policies and procedures, as well as the regulations according to the Employment Standards Act
  • Maintain a detailed, current and accurate reporting file for employees and clients – confidential files, such as Significant Incidents should be kept locked and inaccessible to the general public and employees
  • Consult and communicate with family members and other supports on how the care is moving forward and that all client needs are identified, met and adjusted as needed
  • Develop effective relationships with clients, their families and all those involved in the client’s care
  • Handle client enquiries regarding requests for care and service
  • Ensure that the Member files are kept up-to-date, as well as information is input in HomeTrak accordingly
  • Work closely with the RN Manager
  • Oversee the hiring and supervision of the front-line employees
  • Ensure that employees are trained to administer the required care
  • Ensure that all employees and client requirements are complete and up to date
  • General administration duties

 

Client Building and Retention:

  • Work closely with Client Services Liaison
  • Oversee the Home Visit and Lifestyle services (activity boxes, Meaning of Me*, feedback loop, etc.)
  • Ensure that all Members and their family members continue to receive our high standard for quality care and customer service
  • Ensure that a log is kept and maintained in HomeTrak with the details and results of any corrective actions from a home visit or Member/family report

 

Human Resource Function / Administration:

  • Manage bi-weekly payroll process
  • Ensure that 90-day reviews are conducted and recorded for each Client Services employee
  • Ensure that annual reviews are conducted and recorded for each Client Services employee
  • Develop Key Performance Indicators (KPI’s) for each Client Services employee
  • Work with each Client Services employee to build on personal and company related goals and set targets
  • Design, implement and enforce office policies
  • Establish and enforce standards of procedure
  • Maintain, review and approve supply requisitions (i.e. uniforms)

 

QUALIFICATIONS / REQUIREMENTS:

  • College or university level degree
  • Advanced level of proficiency with computers, including Microsoft Office (Word, Excel, Power Point), experience in using a scheduling program an asset
  • Five (5) years of customer service experience
  • Three (3) years of managerial experience
  • A strong understanding of the Employment Standards Act
  • Strong leadership abilities
  • Excellent inter-personal and team-building skills
  • Proficiency with analysis and problem-solving
  • Effective verbal and written communication skills
  • Ability to listen effectively
  • Demonstrate a high level of accuracy and attention to detail
  • Strong organisational and time management skills
  • Talent for dealings in Human Resources issues
  • Well-balanced approach between employee and corporate needs
  • Proven track record for company improvements
  • Demonstrate a sound work ethic
  • “Live and breathe” the corporate values
  • Maintain confidentiality in the strictest of manners
  • Immunization record
  • Tuberculosis test
  • Must be bondable
  • Current police and vulnerable sector screening (within six (6) months)
  • Three (3) professional references
  • Driver’s license and own vehicle

 
If you are interested in being part of our family, please send your resumé to hr@mosaichomecare.com.