Client Care Supervisor

Position Overview

Reporting to the Manager of Client Care, the Client Care Supervisor will assist the department with it’s Front Desk operations. Duties include, but are not limited to, ensuring effective delivery of Larga’s client service standards, assisting with the implementation of policies and procedures, training, supporting and motivating staff to ensure they deliver optimal customer service and assisting with scheduling activities. This position is required to participate in rotational on-call shifts.

Larga Baffin is a fast paced and stressful environment as we accommodate a high volume of clients requiring medical care not provided in their home communities. The ideal candidate must be able to operate in a dynamic and ever-changing environment.

Supervision of Staff

• Communicates expectations of roles and ensures that delivery of quality service is top of mind for everyone.
• Assists in maintaining accountability among staff to deliver quality customer service by ensuring they adhere to customer service standards and departmental practices and procedures.
• Provides support and input to the Manger on performance management issues and activities.
• Assists in the management of escalated staff issues or concerns i.e. absenteeism, punctuality, discipline, etc.
• Ensures staff are following Larga Baffin’s Health & Safety standards and security protocols and procedures.
• Maintains open lines of communication with all employees to facilitate both positive and constructive feedback on performance.
• Reviews electronic time sheets for all department staff to ensure accuracy.

Training of Staff

• Assists the Manager with the execution and monitoring of training and development activities for the Front Desk team ensuring staff are fully trained in their roles.
• Ensure staff are fully trained in completing the daily checklist and ensuring they are understanding the tasks being assigned.
• Training the staff on customer service protocols for our clients at the front desk.
• Training staff on Nomadis and ensuring they understand the program and making updates in the system.
• Developing and training staff on emergency protocols such as Fire Safety Plan and Emergency Evacuation Plans.
• Be trained in AP and act as a back-up in AP as needed.

Front Desk Operations

• Responds to client needs and queries by demonstrating a personal commitment to client service.
• Assists the Manager with creating and implementing Larga’s customer service standards within the department; provides suggestions to the Manger for improving procedures and/or protocols.
• Ensures check-in and check-outs are processed properly and that all arriving and departing clients are served in a timely manner with courtesy.
• Works closely with other departments (Facilities & Transportation, Food Services etc.) to ensure client care staff are following established cross-department workflows.
• Acts as an escalated point of contact for client complaints and/or issues; facilitates protocols for issuing warnings and ejections.
• Advises the Manager of any security issues; provides suggestions or input on security protocols or procedures as necessary.
• Assists Referrals with queries or issues; ensures proper protocols for collecting necessary documentation and travel arrangements are being followed.
• Assists front desk staff with issues or queries from external partners i.e. OHSNI, Government of Nunavut (Medical Travel), Hospitals, etc.; works to ensure communication between external partners and Larga Baffin is effective and clear.
• Assists the Manager in working with local partner hotels to secure accommodations for clients during peak periods.
• Monitors the accuracy, completion and necessary follow-up of daily log activities; completes follow-up activities as necessary.
• Ass…