EHN Canada is the nation’s largest private network of industry-leading mental health, trauma, and addiction treatment facilities, each with a passion for providing quality treatment for Canadians. We are committed to both caring for our patients and supporting their loved ones. With over 100 years of collective experience, our inpatient, outpatient, and online programs are offered across the country, providing essential compassionate care to patients wherever they are.
EHN Canada prides themselves on providing both excellent and accessible care to all Canadians.
Learn more at ehncanada.com
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Overview:
The EHN Guardians Care Specialist (GCS) serves as the operational owner of the referent experience for an assigned caseload of clients. While multiple EHN team members may engage with referents throughout treatment, the GCS provides consistent oversight and coordination from referral through discharge and is accountable for ensuring service commitments, communication requirements, reporting obligations, and referent expectations are met for each assigned file in accordance with established service standards and agreements.
The GCS facilitates inquiries, referrals, admissions, treatment coordination, and discharge planning for inpatient and outpatient mental health services. Working closely with clients, referents, clinical teams, site leadership, and Business Development, the GCS supports timely access to care, removes barriers to service, and ensures a seamless, high-quality treatment experience. The GCS serves as the voice of the referent within the treatment environment, helping teams understand and fulfill funding, communication, reporting, and contractual requirements.
A successful Guardians Care Specialist is a relationship-focused professional who serves as the primary coordinator for an assigned caseload, ensuring clients, referents, and internal teams remain aligned throughout the treatment journey. They proactively anticipate stakeholder needs, drive timely access to care, ensure referent commitments are met, and support a seamless treatment experience from referral through discharge. Through exceptional service and partnership management, the GCS strengthens stakeholder relationships and contributes to the success of EHN Guardians.
This is a hybrid position requiring a minimum of three (3) days per week in the office at EHN Guardians Nanaimo.
Key Responsibilities:
- Receive and coordinate inquiries and referrals from assigned partners, including Veterans Affairs Canada (VAC), Canadian Armed Forces (CAF), RCMP, first responder organizations, disability management providers and other accounts as assigned.
- Manage admission planning, screening, and pre-admission activities in collaboration with clients, referents, admissions teams, and interdisciplinary care teams.
- Drive timely progression from inquiry to admission by proactively managing referrals, maintaining client engagement, removing barriers to treatment, and ensuring assigned referrals are responded to and advanced within established service standards.
- Serve as the primary point of contact for assigned referents throughout the treatment journey.
- Establish, document, communicate, and manage referent expectations, including communication requirements, reporting obligations, timelines, and contractual commitments.
- Ensure all referent requirements and reporting commitments are met throughout treatment and discharge.
- Serve as the onsite subject matter expert regarding referent requirements, funding processes, and account-specific expectations.
- Collaborate with clinical, nursing, operational, and administrative teams to support treatment progression, discharge planning, and continuity of care.
- Participate in case conferences, operational meetings, and discharge planning discussions to support effective communication and coordination, as needed.
- Conduct regular file audits, chart reviews, and quality assurance activities to ensure compliance with treatment plans, documentation standards, and referent expectations.
- Monitor treatment milestones, reporting deadlines, and discharge documentation to ensure timely communication with stakeholders.
- Proactively identify and escalate service delivery issues, risks, or gaps that may impact client outcomes, referent satisfaction, or operational performance.
- Solicit and respond to referent feedback, concerns, and complaints, coordinating resolution with internal teams as required.
- Partner with Business Development Account Owners to support account retention, growth, stakeholder engagement, and service improvement initiatives.
- Track referral trends, client needs, and operational opportunities and provide recommendations to improve service delivery and access to care.
- Maintain accurate documentation within EHN systems while ensuring compliance with privacy legislation, accreditation standards, and organizational policies.
- Perform other duties as assigned.
Qualifications:
- Bachelor's degree in health sciences, social sciences, business, healthcare administration, or a related field preferred.
- Experience in healthcare, mental health, addiction treatment, rehabilitation, disability management, account management, customer success, case coordination, or relationship management.
- Experience working with military, veteran, first responder, workers' compensation, or occupational rehabilitation systems is considered an asset.
- Experience working within interdisciplinary healthcare environments.
- Proficiency with CRM systems, electronic health records, Microsoft Office, and other business applications.
- Strong relationship management, customer service, and stakeholder engagement skills.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated problem-solving, conflict resolution, and critical thinking skills.
- Ability to exercise sound judgment, maintain confidentiality, and navigate complex or sensitive situations.
- Bilingual English/French preferred
- Ability to travel occasionally to support stakeholder meetings, training, or organizational initiatives as required.
Employee Benefits and Perks:
- Comprehensive benefits package including a yearly allowance of $2,000 for mental health and addiction services, plus $600 for various paramedical services (e.g., massage, physiotherapy)
- 24/7 Employee Assistance Program through GreenShield Health
- Competitive paid time off, with an extra paid day off for your birthday, offered to eligible employees
- Float Days and Recognized Statutory Holidays, providing additional flexibility and time off for eligible employees
- Access to in-house fitness facilities or discounted gym memberships
- Exclusive discounts through Perkopolis on entertainment, insurance, and more
- Opportunities for personal and professional growth through our Education Support Assistance program
- Supportive relocation opportunities due to our nationwide presence
- Defined Benefit pension plan with up to a 4% employer contribution
- Maternity and parental leave top-up
- Discounts available at Kids & Co. Daycare.
Artificial intelligence (AI) may be used to screen, assess, or select applicants for this position by analyzing application materials and generating recommendations to support human decision-making.
EHN Canada is an employment equity employer. If you should require accommodation during the interview process, please contact Human Resources.
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