Complaints Resolution jobs in Ottawa, ON

Access Healthcare Services is a leading home and community healthcare provider serving the Ottawa and Champlain region. AHS provides nursing, personal and home support services on behalf of Ontario Health at Home, insurance providers, community partners and private individuals. AHS holds exemplary status with Accreditation Canada and offers a range of nursing and support services including specialty and ambulatory care clinics, in home nursing and personal support, corporate wellness services and facility staffing relief.

Access Healthcare Services Inc. is looking for a dedicated Manager, Client Services Scheduling with a passion for home and community care to join our growing team and support the Access Healthcare team.

POSITION TITLE
Manager, Client Services Scheduling (Home Health)
REPORTS TO
Director, Operations
POSITION PROFILE
Access Healthcare Services is seeking an experienced and results-oriented Manager, Client Services Scheduling to lead our Client Services Coordination and Scheduling team. This leadership role is responsible for overseeing the day-to-day operations of care coordination, ensuring clients receive high-quality, timely, and efficient home healthcare care services.
The role will provide strategic and operational leadership to the coordination team while working collaboratively with Nursing, Personal Support Services, and organizational leadership. The successful candidate will be an exceptional problem solver, a strong people leader, and a champion of quality, service excellence, and continuous improvement.

What We Offer

• Health & Dental Benefits
• RRSPs
• Company cell phone and laptop
• Hybrid Office/WFH
• Condensed work week
• Competitive compensation package
• Flexible schedule
• Salary range commensurate with experience

What We're Looking For
The ideal candidate will demonstrate:

• Strong leadership and accountability
• Strategic and critical thinking abilities
• Adaptability and sound judgment
• Exceptional customer service skills
• Commitment to quality and service excellence
• High ethical standards and integrity
• Risk management and decision-making capabilities
• Strong technical and analytical proficiency

Key Responsibilities
Leadership & Team Management

• Provide leadership, mentorship, coaching, and performance management to the Client Services Coordination team.
• Support employee engagement, professional development, and succession planning.
• Ensure appropriate staffing levels and scheduling to meet operational requirements and service demands.
• Lead recruitment, onboarding, orientation, and training initiatives for coordination staff.

Care Coordination & Service Delivery

• Oversee the daily operations of client service coordination to ensure timely and effective service delivery.
• Collaborate with operations team to understand staffing capacity, operational challenges, and client needs.
• Support coordination staff in managing complex scheduling situations and service escalations.
• Provide coordination caseload coverage when required.

Quality, Risk & Complaints Management

• Manage, resolve, and/or escalate client, family, employee, and service concerns within established timelines.
• Promote a culture of quality, client safety, and continuous improvement.
• Participate in quality improvement initiatives, policy reviews, and operational process enhancements.
• Monitor compliance with organizational policies, procedures, and program requirements.

Operational Excellence

• Analyze operational data and trends to identify opportunities for improvement and service optimization.
• Complete and review required reports, identifying areas of concern and implementing corrective actions as needed.
• Ensure staff have appropriate tools, resources, and support to perform their roles effectively.
• Communicate organizational updates, policies, protocols, and operational changes to the coordination team.

Communication & Collaboration

• Serve as a key liaison between Care Coordination, Nursing, Personal Support Services, and leadership teams.
• Respond to client and stakeholder inquiries in a professional and timely manner.
• Maintain effective communication with referral sources, clients, caregivers, and community partners.
• Ensure accurate, timely, and high-quality documentation practices are maintained.

Additional Responsibilities

• Participate in the Manager-on-Call rotation.
• Support organizational projects and strategic initiatives.
• Perform other duties as assigned.

Qualifications
Required

• 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).

Preferred

• Experience with AlayaCare.
• Experience working for an Ontario Health atHome Service Provider
• Experience managing billing rejections and service exceptions.
• Bilingualism (English/French).

As an equal opportunity employer, AHS is committed to diversity, inclusion and accessibility. AHS welcomes and encourages applications from all people. Accommodation is available on request for candidates taking part in all aspects of the selection process.

We would like to thank everyone in advance for their interest in AHS, however, only qualified applicants will be contacted for an interview.