Team Lead, Client Services

JOB SUMMARY
The Client Service Team Leader, under the direction of the immediate Supervisor, oversees the coordination of client care schedules by the Client Service Coordinators. S/he also arranges client care and service, schedules Field employees and maintains scheduling information and data as required. The Client Service Team Leader manages difficult situations related to client care and/or employee schedules and takes an active role in the implementation and maintenance of scheduling systems. The position is a 1 year Contract Afterhours 2:00 - 10:00 Including Weekends.

DUTIES AND RESPONSIBILITIES
• Oversee client service coordination area in consultation with the Supervisors; facilitate/promote the filling of all service requests; schedule licensed and unlicensed employees for care and service assignments such that there is an appropriate match between the client’s needs and the qualifications, skills and abilities of Field employees; monitor and promote consistency of caregiver assignments and coordination of services.
• Arrange systems training for Client Service Coordinators.
• Handle and document prospective client inquiries regarding requests for care and service.
• Notify clients and Field employees regarding initial and ongoing schedules.
• Problem-solve issues related to scheduling Field employees and/or client care and service.
• Complete data entry and maintain accurate and current scheduling documentation.
• Assist with the supervision, recruitment and orientation of Field employees as requested.
• Handle and document client concerns and complaints in a timely manner and as appropriate, notify the Supervisors; maintain appropriate documentation.
• Market and promote Bayshore Home Health in keeping with the individual Branch Office Sales and Marketing Plan.
• Participate in ongoing internal and/or external continuing education activities.
• Adhere to Bayshore Policies and Procedures.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
• Complete other tasks as requested.