• Shape and execute project‑delivery strategy aligned with global business goals, driving efficient processes, strong contract/claim management, accurate documentation, and continuous improvement based on lessons learned. • Ensure a superior customer experience by maintaining strong customer focus, resolving escalated issues, identifying operational improvement opportunities on‑site, and relentlessly driving customer satisfaction and retention. • Manage a team and oversee portfolio‑level project management through reviews, proper project closure, KPI achievement (revenue, utilization, margin, satisfaction), and alignment with sales on planning, bids, estimating, and resource forecasting. • Improve operational and service performance by forecasting consulting pipelines, enhancing project‑management practices, proposing strategic efficiency improvements, and maintaining tight collaboration with internal stakeholders.

• Develop comprehensive project plans, including scope, timelines, resources, and budgets. • Oversee the execution of projects, ensuring they are completed on time and within scope. • Lead, mentor, and develop a team of project coordinators. • Oversee the planning, execution, and delivery of multiple projects. • Develop and implement change management strategies. • Collaborate with internal and external stakeholders. • Allocate and manage project resources. • Identify potential risks and issues that may impact projects. • Promote a culture of continuous improvement.

• Execute critical strategic initiatives identified to achieve goals. • Facilitate project execution by working cross-functionally to build and drive project plans • Track and communicate decisions, progress, risks, issues, and retrospectives with the project team • Build resources and playbooks to codify best practices and improve operational consistency. • Partner with stakeholders across teams to surface insights and align priorities that enhance the end-to-end customer journey.

Role Description The Client Experience Coordinator, under the direction of the Client Experience Supervisor, handles client care and service inquiries, arranges client care and service, schedules Field employees, and maintains scheduling information and data as required. Responsibilities - Handle and document after-hours client inquiries for care and service. - Assess client service needs and schedule licensed and unlicensed employees for care and service such that there is an appropriate match between the client’s needs and the qualifications, skills, and abilities of field employees. - Notify clients and Field Employees regarding schedules as required. - Complete data entry and maintain accurate current scheduling documentation. - Handle and document client concerns and complaints, and as appropriate, notify the Client Experience Supervisor. - Provide efficient service over the telephone and through email. - Respond promptly to phone calls and emails. - Adhere to Bayshore Policies and Procedures. - Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System. - Participate in proactive Health & Safety activities while performing all duties. Is responsible for notifying the immediate Supervisor of any Health & Safety risks or concerns. - Maintain confidentiality of client and corporate information. - Complete other tasks as requested. Qualifications - Minimum - Secondary School Diploma: completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred. - A minimum of two years of related customer service experience, preferably in healthcare. Requirements - Exceptional organizational and interpersonal skills. - Proven ability to work both independently and as part of a team. - Ability to meet deadlines. - Strong commitment to continual learning. - Demonstrated competency in keyboarding and Windows scheduling software. - Proficiency in written and spoken English; French language is considered an asset. - Excellent telephone communication and problem-solving skills. - Ability to assess client and family situations and handle difficult situations objectively in a consistent manner. - Proven track record of achievement in dealing with clients, family members, and employees for internal candidates. - Demonstrated above-average initiative for internal candidates. - Must complete a three-month probationary period specific to the Client Experience Coordinator position for internal candidates. - Portraying compassion and caring is a must. - Professionalism, judgment, and discretion are essential in dealing with confidential and sensitive matters.