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SalaryAs our After-Hours Client Care Representative, you will contribute to the success of Affinity Health’s team by delivering exceptional service during weekends, holidays and when available during some days and evenings to cover FT Coordinators absences. The After-Hours Client Care Representative will act as the contact person for all staff and clients After Hours to ensure client and employee safety and continuity. As the After-Hours Client Care Representative, you will also be responsible for delivering a quality and seamless intake process for prospective clients by answering their questions and nurturing the relationship between them and our company, thus building trust in our company and the services we provide. This role brings a deep understanding of social process skills in the area of health services and a passion for supporting not only our current staff and clients but future clients and their families.
Position Role & Responsibilities
- Receive and process emails and phone calls After Hours in a timely manner across all lines of business and in both official languages
- Ensure effective and courteous communication with all internal and external clients
- Conduct written and verbal communication in a professional and courteous manner
- Confirm receipt of new or modified requests via email and phone calls
- Data entry of all communications with staff, clients, families, and partners in AlayaCare
- Data entry for new, modified or cancelled shifts in AlayaCare
- Email summary reports after every after-hours shift. From time-to-time verbal reports will be require
- Maintain liaisons with staff and clients as necessary
- Ensure regular and proactive communication with all clients to deliver an exceptional customer experience
- Ongoing management of schedules ie: cancellations, book offs, time changes, sick calls, etc. across all lines of business
- Assist with issues/concerns/complaints from both internal and externals clients. Escalate appropriately for support to ensure a timely and satisfactory resolution
- Collaborate with referral partners, internal departments, clinical team members, and other operational colleagues to support shift fulfillment
- Triage inbound calls to determine next steps utilizing Affinity Health’s tools and resources as it relates to schedules, compliments, complaints, safety concerns, issues, and feedback
- Follow company protocol to assist an employee in the event of a workplace injury or emergency. This may include but is not limited to: calling 911, arranging transportation for employee if medical assistance is required, completing proper forms and documentation, liaising with the supervisor, arranging for a supervisory visit
- Complete proper paperwork for a workplace injury such as: incident report, dated notes, and contacting the supervisor to inform them of the events
- Promptly address all emergency questions and concerns from staff and clients
- Handle all staff and client scheduling changes in a timely manner and ensure all parties involved are notified promptly
- Check phone messages regularly and document them accordingly
- Monitor Affinity Health’s two main inboxes regularly and respond to emails in a timely manner
- Direct all medical related calls to the After hours supervisor
- Notify the supervisor immediately of any workplace injury, death, or emergency when it relates to any staff or clients
- Identify and document incoming enquiries from internal and external clients
- Ensure a timely response to customer enquiries and an effective resolution with regards to their requests
- Maintain a service level standard for response times to calls and emails
- Liaise with all departments to assist in the effective transition of enquiries to care providers
- Conduct outbound calls and emails with internal and external clients to report on enquiry status
- Data entry to Affinity Health’s various platforms in order to keep data relevant and up to date
- Ensure safe work practices by adhering to Health and Safety rules and regulations
- Other assigned duties as requested Knowledge & Skill
- Demonstrated ability to communicate professionally and politely, both orally and verbally, in English and French
- Ability to multi-task in an ever changing and demanding environment
- Ability to work under pressure within a fast paced and sometimes stressful environment
- Eager and motivated to meet performance targets
- Self-motivating with the ability to work and contribute in a team environment
- Strong interpersonal skills
- Direct experience in the use of various information technologies in support of client care enquiries
- Detail oriented
Position Requirements
§ Minimum of one (1) year of relevant experience
§ College diploma or University degree in a health-related discipline is considered an asset
§ Ability to effectively communicate in both English and French is required (orally and written)
§ Experience working with seniors
§ Experience working in health care
§ Sales experience is considered an asset
§ Demonstrated proficiency with Share Point and Microsoft software
§ Valid Criminal Record Check with the Vulnerable sector (within 6 months)
Affinity Health welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.
Job Type: Part-time
Salary: $20.00-$25.00 per hour
Expected hours: No less than 16 per week
Benefits:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Night shift
- On call
- Weekends as needed
Education:
- Secondary School (preferred)
Experience:
- Customer service: 1 year (preferred)
Work Location: Remote
