Care Operations Coordinator
Location: Edmonton, AB
Position: Full-Time (0.94 FTE)
Schedule: Monday to Friday, 08:00-16:00 + on-call
About Us
Founded in 2013, Compassion Network Home Care is a trusted provider of services for people to thrive and function in their own homes regardless of age or health challenges. Our vision is a future where Canadian seniors of all walks of life have access to compassionate and trusted support that suits their individual needs and lets them feel free.
The Role: The "Working Manager"
We are looking for a Care Operations Coordinator to be a clinical leader on the ground in Edmonton, while seamlessly driving our operational schedule across both our Edmonton and Calgary markets. In this true hybrid role, you are the clinical authority making the tough calls, but you are also the operational engine driving the daily schedule. This role is not for the faint of heart; it requires managing the messy, unpredictable realities of human behavior. You will need a thick skin, high emotional intelligence, and the ability to pivot when the schedule falls apart at 6:00 AM.
The Tech & Agility Non-Negotiables
- High Tech-Literacy: You do not get overwhelmed by learning new software. You are completely comfortable navigating cloud-based platforms (Google Workspace), CRMs (Salesforce), AI (Gemini, Claude, ChatGPT, etc.) and modern communication tools.
- Digital Speed: You can fluidly manage multiple browser tabs, digital triage, and rapid scheduling adjustments without losing your cool.
- System Mastery: You will be expected to become a power-user of our primary scheduling software (AlayaCare) very quickly.
- Typing Speed: Minimum 60 WPM (You will be handling heavy data entry in AlayaCare/Salesforce).
- Note to Applicants: To ensure mutual success, candidates selected for an interview will be required to complete a brief, live technical skills assessment covering typing speed, calendar management, and data navigation.
The Resilience & EQ Non-Negotiables
- De-escalation Master: You can maintain a pristine, empathetic "client-service" demeanor even when fielding calls from demanding, highly stressed, or anxious family members.
- Firm but Fair Leadership: You are comfortable holding field staff (HCAs) accountable. You can navigate the excuses, attendance issues, and complexities of managing a large, remote workforce with confidence and strong boundaries.
- Crisis Management: When a caregiver calls in sick an hour before a critical shift, you don't panic or freeze. You immediately switch into problem-solving mode.
Key Responsibilities
Clinical Leadership:
- Conducting in-person intake, assessment, delegation, and training for Edmonton and area clients.
- Providing quality care and skilled nursing services, including assessments, care planning, case management, treatments, and interventions.
- Ensuring smooth client intake processes and regular monitoring of client health and wellness to improve their quality of life.
Operational Execution (Collaborative Duties):
- Fielding a high volume of daily inbound communications (calls, emails, texts) from both clients and staff, acting as the primary problem-solver for daily operational hiccups.
- Managing care planning, scheduling and staffing, and client services and management.
- Utilizing scheduling software (AlayaCare) to ensure all shifts are filled, client notes are logged, and scheduling is optimized.
- Providing after-hours, weekend, and holiday on-call coverage as required to ensure safe service delivery.
- Managing daily operations, scheduling, and triage seamlessly across both the Edmonton and Calgary markets, operating without geographic boundaries to ensure unified provincial coverage.
Education and Experience Requirements
- 5+ years of clinical nursing experience in Canada.
- Diploma in nursing (e.g., Licensed Practical Nurse LPN).
- Active registration with CLHA in good standing.
- Basic life support or CPR certification for healthcare workers.
- Proven experience adapting quickly to robust scheduling software (AlayaCare experience is a massive asset).
- High attention to detail, thoroughness, and the ability to coordinate multiple priorities and team members.
- Ability to travel to client sites for assessments and delegations.
Why Join Us?
- Career Advancement: As a growing organization, we offer clear pathways for our clinical leaders to advance into senior management roles.
- Comprehensive Benefits: Health and dental benefits through a private insurance plan or health spending account.
- Professional Development: Reimbursement for the annual renewal cost of your nursing license and CPR certification.
- Mileage Reimbursement: Reimbursement for kilometers driven using your personal vehicle in performance of company business.
Pay: $59,953.00-$66,456.00 per year
Benefits:
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care
- Wellness program
Experience:
- Nursing: 5 years (required)
- AlayaCare or scheduling: 1 year (preferred)
Licence/Certification:
- CLHA registration as a Licensed Practical Nurse (required)
Location:
Work Location: Hybrid remote in Edmonton, AB
