Operations Team Lead

Job Description

In this role you will lead with exceptional customer service and innovative thinking. You will assist with staff escalations. You will be responsible for supporting day-to-day operations and monitoring workflows, focusing on maximizing productivity and ensuring quality outputs. You will also be responsible for training and development of new and existing team members. You will oversee reporting and metrics. You will be responsible for coordinating and collaborating with your peers and other teams across the organization. 

We are looking for: A Full-Time Permanent Operations Team Lead

Hours of Work: Monday – Thursday: 8:30AM to 4:30PM, Friday: 8:30AM to 3:30PM. This is a hybrid work from home role. On-Call is required.

Reports to: Supervisor, Operations

Compensation

Hiring Salary Range: The salary for this role ranges from $50,000 to $61,500 per year, depending on your skills and experience.

Circle of Care Benefits:

Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit. 

Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life. 

Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.  

Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Who You Are

• Infectious passion and commitment to Customer Success.

• Analytical thinker who knows how/where to find the intel to drive strategic decisions.

• Solution-focused problem solver who thrives finding solutions for tough challenges.

• Passionate about teamwork and dedicated to coaching and developing others.

• Self-motivated, confident, competitive, detailed-oriented, and appetite for achievement.

• People centered leader with superior relationship building and interpersonal skills.

• Ability to inspire the best out of those around you. 

• Expert in processes, procedures, and policies; able to provide a comprehensive explanation. 

• Reliable; proven to get their tasks done on time with minimal follow-up.

• Proven effort to increase referral acceptance and reduce missed care.

• Subject matter expert in training with ability to demonstrate clearly and effectively.

Responsibilities

• Analyze weekly Ring Central data, ensuring accurate reporting and clear insights to support operational performance and business decision-making.

• Monitor and track subcontractor volumes; identifying trends and supporting capacity and resource planning.

• Ensure Administrative accountability through timely and consistent report follow-ups.

• Manage work limit of PSWs and adjust schedule to avoid missed care.

• Remove PSW holds when service coordinator places hold in error.

• Respond to inquiries from PSWs for Communications anonymous “Ask Anything” box.

• Coordinate with payroll & IT for PSW payment issues and resolve by updating schedules.

• Identify PSW needs for each caseload- ensure service coordinators send hiring needs.

• Ensure all preceptor visits have been booked with new PSWs.
• Bi-weekly guaranteed hours – ensure service coordinators have completed this on time for admin to send to payroll.
• Oversee first tier escalations.
• Participate in special projects and implementation of new initiatives. 

• Write workflows clearly and effectively, suggest changes to improve process.

• Train and onboard new hires and attend/contribute to new hire support forum.

• Meet with service coordinators for management of interval care funding hours.  

• Overlook the referral acceptance sheet and ensure completion by each service coordinator. 

• Check billing rejections weekly and make sure they are completed by the deadline; complete billing rejections if service coordinator/covering coordinator did not complete. 

• Approve or refuse new private referrals–when the service coordinator is not responding.

• Collaborate with clients and cross-functional teams. 

Operational Leadership and Change Management 

• Develop and sustain a team culture that embodies communication, client focus, learning and innovation, accountability for achievement, teamwork, and respect.

• Build rapport with team members to ensure a high performing team.

• Ensure adequate team coverage, including proactive and real time planning, and assist your supervisor in preparing daily coverage for staff.

• Monitor the workload of the team and effective completion of required tasks. 

• Act as a change agent to positively encourage, inspire, coach and develop team members.

• Participate in weekend on call operations rotation. On call rotation includes checking in on the team throughout the day and ensuring the tasks are monitored and actioned, calling staff to arrange for additional support if needed. 

• Complete the on call log and submit to the Manager for approval.

Customer Service

• Build a trust-based relationship and develop rapport with staff, clients, and family members in order to ensure we meet their needs and resolve concerns.

• Manage escalated concerns to ensure effective and timely resolution.

• Ensure a client-centered approach by working closely with all teams to manage client expectations and improve client satisfaction. 

Management of Relationships with Internal and External Partners 

• Actively participate, collaborate with, and provide solutions/support to team and leadership.

• Provide customer support to internal and external customers. 

• Lead by example and demonstrate organizational values in all personal behaviors.

Continuous Improvement 

• Review operational processes. 

• Participate in quality and process improvement activities, identifying solutions and means for collaborating across the organization. 

• Participate in client satisfaction initiatives.

Risk, Health and Safety Management

• Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38). 

• Participating in health and safety processes and procedures
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
• Participating in all health and safety training initiatives on a regular basis
• Taking proactive action against client incidents within your scope of practice
• Being actively involved in the improvement of the reporting system to prevent future reoccurrences
• Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies.
• Facilitating the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation.
• Promoting a culture of safety by being responsible for encouraging blame-free reporting.
• Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.

Qualifications

• Post-secondary education, in a health-related field preferred. 
• Two+ years of experience in community health care service administration is preferred.
• Supervisory/Team Lead experience considered an asset.
• Knowledge of the community resources and support, and community Care Sector including funding structures.  
• Excellent written and verbal communication skills, and attention to detail. 
• Strong organizational and prioritization skills.
• Self-motivated leader with excellent judgment and able to make independent decisions.
• Ability to multitask in a high-volume environment and adapt to new situations.
• Ability to take initiative, proactively identifying opportunities and solutions. 
• Knowledge of MS Office. 
• Additional language skills are an asset.