Manager, Client Services Coordination
HybridOttawa, Ontario, Canada
Job Summary
Lead the Client Services Coordination team by providing mentorship, coaching, and performance management while ensuring appropriate staffing levels and scheduling. Oversee daily operations to guarantee timely service delivery, manage complex escalations, and cover coordination caseloads as needed. Resolve client, family, and employee concerns within established timelines while monitoring compliance with organizational policies. Analyze operational data to identify improvement opportunities, complete required reports, and implement corrective actions. Serve as a key liaison between Care Coordination, Nursing, and leadership teams to maintain effective communication with clients and partners. Participate in the Manager-on-Call rotation and support strategic initiatives.
Required Qualifications
- Minimum five (5) years of experience in a Client Services Coordination role
- Experience within the Home and Community Care sector
- Minimum five (5) years leadership experience in a supervisory, senior, or management capacity
- Significant experience managing complaints, service escalations, and conflict resolution
- Strong analytical, organizational, and problem-solving skills
- Proven ability to use data and reporting to support decision-making and operational improvements
- Excellent communication, interpersonal, and relationship-building skills
- Strong proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Desired Qualifications
- Experience with AlayaCare
- Experience working for an Ontario Health atHome Service Provider
- Experience managing billing rejections and service exceptions
- Bilingualism (English/French)
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