Manager, Client Services

Job ID
Job Location
# Positions
Job Type
Temporary (Full-Time)
Job Industry
Government and Public Sector, Healthcare and Medical Services
Career Level

Job Description



Reporting to the Director, Operations, this position is responsible for overseeing Care Coordination functions across the continuum of care, in partnership with hospital, community, and primary care.  Leads a team of operations professionals and staff in assessing, prioritizing and completing referrals based on care needs.   Additionally, the incumbent will be accountable for the delivery of high-quality, client/family-centred care, and enabling health system transformation within their portfolio aligned to Ministry and Government direction. An excellent communicator, change agent and flexible problem solver, the Manager, Client Services will provide strong vision and support to Home and Community staff, and lead key priority projects related to the delivery of home and community care within an integrated system.



  •  Leads a team of operations professionals and staff delivering coordinated quality community health care, facilitate access to long term care, and support the transition of clients across points of care.
  • Coaches and assists staff with complex client situations.
  • Analyzes utilization of resources and recommends opportunities for innovative models of care, including analyzing utilization and recommending opportunities for innovative models of care.
  • Participates in researching and integrating leading client services delivery models in collaboration with system partners, in order to achieve identified objectives and targets
  • Builds and maintains strong relationships with hospital, community, primary care, and service provider organizations Leads change management initiatives; acts as a champion for continuous improvement and participates in the development of policies, procedures, systems and tools to improve integrated service delivery.
  • Interprets and implements organizational policy, union contracts, and any applicable legislation as required.
  • Manages day-to-day activities and development of Client Services staff.
  • Ensures process is in place for frontline staff to identify and address client safety concerns, and that client safety is discussed at team meetings, huddles and planning session






  • Graduate degree in health administration, and possibly specialist expertise in a discipline such as palliative care or mental health.  May also have a background and graduate degree in social services, or an MBA (or equivalent).




  • Knowledge of direct care/case management and/ or operational models used in community health care organizations
  • Good knowledge of community resources (e.g., services and programs),  and roles of health care professionals and understanding of issues and priorities within health care
  • In-depth understanding of the Home and Community Care Support Services Toronto Central’s priorities and related Client Services priorities and plans
  • Practical knowledge and understanding of relevant legislation (e.g., regarding privacy, the provision of health care services, etc.)
  • A team player with excellent communication skills who respects diversity, exercises good judgment and is committed to providing the highest level of customer service and client care.
  • Demonstrated skills in organization and time management.
  • Superior oral and written communication skills.
  • Demonstrated leadership, relationship management, facilitation, negotiation and problem solving skills.
  • In-depth knowledge of tools, systems and databases used in client service delivery and management (e.g. CHRIS, RM&R/Strata, AcuteNet, InterRAI tools, etc.)
  • Ability to use MS Office applications (e.g., Word, Excel, Power Point, etc.)
  • English/ French bilingual would be an asset

Home and Community Care Support Services Toronto Central is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process


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