Medical Call Center Manager jobs in Toronto, ON

OPERATIONS MANAGER

Job post summary

Pay: CA$55,000.00 - CA$65,000.00 per year

Job description:

Operations Manager

As an Operations Manager you will lead and guide a team of Care Experience Coordinators that support Bloom’s Digital Health and Home Care Services. In this leadership role you will optimize the effectiveness and efficiency of the team, creating an environment that is conducive to individual and team growth through coaching, mentoring and engaging staff. You will drive your team’s effectiveness on supporting Bloom’s mandate of providing patients, families, Care Pro’s, and Partners with the Best Care Experience in the Home Health Care Sector.

Primary Duties:

Intake Coordination and Care Pro/Client Management:

• Develops master schedule and manages ongoing staffing needs, while ensuring an appropriate match between client and the abilities/restrictions of field staff (client satisfaction calls within 24 hrs of first shift)
• Communicate with field staff and your team of coordinators to ensure excellent customer service to all clients
• Work closely with HR to recruit, train, develop and plan the succession of high performing, client focused intake coordinators.
• Lead team meetings, capacity planning, resource allocation and reporting on performance
• Maintain the Performance Management process including accessing skills gaps, developing and delivering training support, providing ongoing mentorship and coaching and delivering performance reviews and weekly check-ins
• Organize appropriate coverage of field staff in instances of vacations, leaves of absence, illness or injury
• Monitor and maintain attendance management program
• Provide daily, weekly, and monthly reports on various metrics related to the role such as missed care, referral acceptance etc. to internal office
• Create and maintain the client assignments for all the coordinators by geography, contract etc.
• Minimize overtime of field staff
• Support field-staff outside office hours as On-call Manager (occasional evening and weekends) in order to provide assistance and direction in case of an emergency
• Provide coordination coverage as appropriate when short staffed and during peak times

Business Development

• Expand our contract with OHaH and 3rd party referral sources
• Liase with OHaH on a weekly basis and be involved in meetings as required to build relationships with OHaH representatives
• Provide reports as needed to OHaH and 3rd party referrals
• Work with clinical managers to ensure they remain up to date and bring ideas forward for continuous improvement policies, procedures, and company practices including overtime reduction strategies, field staff shortage strategies

Additional Duties:

• Implement innovative and efficient procedures/strategies in areas of recruitment, placements, administrative tasks and interviews for time-management purposes and to stay within pre-set deadlines and budgets
• Document SOP’s for the intake coordination team for future training purposes
• Collaborates with payroll and HR department to handle field staff inquiries such as payroll issues, letters of employment and leave management
• Mitigate, handle and document, all client and field staff concerns in a timely manner and, as appropriate, notify managers
• Maintain confidentiality of all clients, staff, and company information at all times
• Responsible for completing Incident Reports for all direct reports and field staff who injure themselves on the job within 24 hours of the incident and notifying your direct manager and HR.

Salary range: $55k-$65K based on experience.

In compliance with Bill 190 (October 28, 2024), Bloom Care Solutions confirms that this posting represents an existing vacancy within our organization.

Bloom Care Solutions uses artificial intelligence–enabled technology in our recruitment and hiring process to assist with tasks such as screening and evaluating candidates; these tools are used in compliance with applicable Ontario employment legislation, and all hiring decisions are made by human decision-makers.

Bloom Care Solutions is an Equal Opportunity Employer. In accordance with AODA (Accessibility for Ontarians with Disabilities Act, 2005), Bloom Care Solutions will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If you require disability-related accommodations, please inform the Human Resources staff. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. We are committed to providing a diverse and inclusive workplace.

Any suspicious fraudulent job posts may be reported to our HR Department.

Work Location: In person

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• On-site parking
• Vision care

Work Location: In person