Supervisor of Customer Service & Scheduling

POSITION DESCRIPTION

Department: Woodingford Lodge
Reports to: Manager of Operations
Effective Date: June, 2021
Positions Supervised: 8
Revised Date: June, 2025

POSITION SUMMARY:

Coordinate, facilitate and Supervise activities related to the front office customer service functions and the scheduling team. All Woodingford Lodge employees are responsible for supporting the home’s focus on Person and Family-Centred care by promoting and encouraging residents to be an active partner in their health care.

PRINCIPAL RESPONSIBILITIES:

1. Supervises the following support services at Woodingford Lodge:
   • Ensure front office customer service provided to residents and families is in accordance with the County’s Service Excellence standards and supports Woodingford’s commitment to quality care.
   • Maintain relevant policies and manuals.
   • Prepare information and correspondence required to facilitate and support ministry inspections.
2. Evaluate the efficiencies in the operations of Customer Service and Scheduling department.
3. Participates on various project and implementation teams as required.
4. As required, provides reception and customer service, including responding to inquiries, mail and email, sending auto calls and memos and providing general information.
5. Provides support to the Scheduling Coordinators as necessary and oversight and planning of a corporate scheduling approach.
6. Ensures the Master schedule is developed in alignment with the Collective agreement and necessary reports are prepared for the Management team for scheduling related needs. Knowledge broker for scheduling software and making changes as required.
7. Ensures protection of Residents’ Rights and acts as an advocacy capacity / role for visitors to ensure all aspects of confidentiality are met. Ensure adherence to the Freedom of Information Act & PHIPA.
8. Performs financial responsibilities including handling cash, month and year end reconciliations for resident trust accounts, departmental payroll and coding of invoices. Supports internal and external auditing procedures.
9. Receives and attempts to resolve service-related complaints (scheduling and customer service), concerns and questions from residents, families, staff and visitors. Refers and escalates to the appropriate individual as necessary.
10. Direct supervisory responsibilities including hiring, performance management, coaching, employee and/or labour relations, mentoring and professional development of non-union staff.
11. Performs other duties as assigned. 

MINIMUM QUALIFICATIONS:

1. Post-secondary education in Office Administration or related discipline.
2. Demonstrated experience providing administrative and scheduling support within a fast-paced environment.  Experience interpreting scheduling language in Collective Agreements and working in Long Term Care is an asset.
3. An equivalent combination of education and experience may be considered.
4. Knowledge of relevant trends and legislation, best practices, and regulations including the Fixing Long Term Care Act, Residents Bill of Rights.  Knowledge of Gentle Persuasive Approaches is considered an asset.
5. Demonstrated ability to deal with multiple deadlines and changing priorities while taking direction from multiple individuals.
6. Ability to demonstrate the required competencies for this position in alignment with Oxford County’s competency framework.
7. Demonstrated ability to work independently and collaboratively as a team while maintaining accuracy and efficiency. 
8. Understanding of role specific health and safety responsibilities, and ensured compliance with internal and external safety policies, procedures, and legislation, including the Occupational Health and Safety Act.
9. Familiar with use of scheduling software and the functions associated with this process.

COMPETENCIES FOR SUCCESS:

• Ability to demonstrate the required core and leadership competencies for this position in alignment with Oxford County’s competency framework.
• Core competencies include teamwork, communication, innovation, service excellence, accountability and integrity, and inclusivity.
• Leadership competencies include strategic thinking, leading people, achieving results, project/process management, and fostering change.

WORKING CONDITIONS:

• Requires physical effort such as lifting and pushing of supplies.
• Work involves sustained periods of interaction with computer systems requiring considerable attention to detail.
• Work is subject to deadlines imposed by legislation and governing body.
• Works in a long-term care facility environment, with exposure to residents with responsive behaviors.