Operations Support Lead

JOB SUMMARY:

This role is responsible for ensuring the efficient and effective communication between clients, frontline staff, and management, with a focus on building and maintaining positive internal and external relationships. The position supports and coordinates all aspects of service operations, including referral processing, scheduling, timely dispatching of care services, and maintaining accurate records of service requests. The goal is to ensure high-quality customer service and seamless care delivery that aligns with both client needs and program and organizational standards.

RESPONSIBILITIES:

• Respond promptly and professionally to all inbound calls from frontline staff and clients, taking immediate action as needed to resolve issues and facilitate care delivery.
• Partner with the care team to assign primary and/or partner care providers to all unscheduled visits, ensuring continuity of care and safe, efficient service delivery.
• Support scheduling plan changes as needed to accommodate changes in client service needs, working collaboratively with frontline staff and management to ensure cost-effectiveness and operational efficiency.
• Maintain an up-to-date availability system, coordinating with the master schedule to ensure appropriate resource allocation.
• Monitor and adjust schedules to accommodate changes in care requirements or staffing availability, ensuring that care is always delivered on time and according to plan.
• Support and enable a team member self-scheduling care model
• Ensure continuous and accurate information flow among internal teams, including sharing updates on medical orders, referrals, and client-specific information.
• Adhere to established communication protocols and ensure that all interactions with staff, clients, and external stakeholders are professional, courteous, and efficient.
• Support the onboarding process by orienting new staff to service coordination processes, company policies, and scheduling procedures.
• Assist in ensuring that all administrative tasks, including record-keeping, report generation, and system updates, are completed accurately and on time.
• Perform other reasonable duties as assigned to support service delivery and operational efficiency.

REQUIREMENTS:

• Familiarity with community health care services and client service coordination experience is preferred
• Adaptability and an ability to deal with uncertainty, and handle multiple tasks
• Ability to prioritize and deal with tight deadlines
• Efficient and accurate data entry skills
• Exceptional organization, planning and time management skills
• Ability to work independently and as part of a team
• Experience in analytical analysis and critical thinking
• Detailed oriented
• Data driven, analytical and aptitude for change management
• Excellent communication and interpersonal skills
• Ability to effectively interact with staff and management
• Demonstrated customer service, problem solving and organization skills
• Past experience preparing staff schedules is preferred
• Minimum 2 years’ experience in administrative role such as Service Coordination

About SE Health

At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We’re a great place to work, and we hope you’ll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at [email protected] at your earliest convenience.