Client Services And Administrative Representative (Weekends)

Job Description
The Client Services and Administrative Representative is responsible for supporting & providing excellent customer service to the client and continually improving operational success. The Client Services and Administrative Representative is passionate about achieving organizational results and strives to attain these results through effective communication, problem solving, time management and multi-tasking.
We are looking for: 2 part-time, permanent Client Services and Administrative Representatives (weekends)
Salary: Commensurate with experience
Hours of Work: This is a work from home role. Sat and Sun 8:30am-2:30pm OR Sat and Sun 2:30pm-8:30pm
Responsibilities
Referral Management

• Accept referrals according to referral acceptance guidelines and direction from management.
• Process all new client service referrals from multiple funders received via Health Partner Gateway, including HCCSS contracts for personal support services, Assisted Living, community referrals for Social Work services, Exercise and Fall prevention classes and Better Living referrals for homecare services.
• Make referrals and service requests to appropriate departments and staff.
• Escalate issues or problems as appropriate to colleagues or Managers.

Client File Maintenance

• Create Client File into electronic client system, and associated filing requirements.
• Update client files following standard protocol, including uploading with relevant documents.
• Discharge clients following standard protocol.
• Ensure accuracy of client file and data integrity.

Service Continuity and Funding

• Monitor Health Partner Gateway to ensure 100% compliance with referral acceptance rate.
• Enter all funding according to funder specifications.
• Liaise with external funder(s) to clarify funding and service requirements as needed.
• Upload required reports and documentation to Health Partner Gateway within required timelines to ensure 100% compliance with timely reporting.
• Complete invoices, rebilling and billing rejection tasks as per funder requirements. Investigate funding errors and liaise with appropriate team members to ensure error corrections.

Customer Service, Inquiries and Navigation

• Answers all customer phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
• Listens to customer requests, identifies and addresses the customer’s needs in a timely manner, navigating calls to appropriate departments and/or persons.
• Conduct first level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols, including calling clients, caregivers and recording conversations in the client care system using standardized protocols.
• Proactively trouble shoots client related problems by following organizational standards to address urgent client issues and escalate to Client Services Representatives as per standards.
• Participate in client schedule verification procedures as required.
• Actively participate in team initiatives and the Client Service Centre team, collaborating with, and providing solutions/support to team members in the department to achieve strategic goals and objectives.
• Demonstrates an effort to continuously improve customer service skills.

Team Participation and Demonstration of Leadership Skills

• Collaboratively identify daily and participate in task delegation and assignment.
• Support the organization’s vision and departmental goals/objectives by performing work in a high quality manner and identifying opportunities to improve work in direct alignment to Circle of Care’s goals.
• Contribute to creating a team environment that fosters and develops effective working relationships and high performance; speak up and express thoughts and ideas clearly, directly, honestly, and with respect for others and for the work of the team.
• Take initiative to help make things happen on a team that will help the team achieve success. Take advantage of learning and developmental opportunities to improve skills, competencies and attitude.
• Support team members and colleagues by providing encouragement, assistance and celebrating successes.
• Actively participate in team initiatives and build rapport with team members to ensure a high performing team.
• Participate in special projects as required by Supervisor / Manager.
• Lead by example and demonstrate the organizational values in all personal behaviors.
• Support the operations of Client Services by updating team documents, contact lists and schedules as required.
• Support with the generation, distribution and/or completion of reports such as referral acceptance sheet; create schedule report; 5 day wait time follow up.
• Lead by example, by demonstrating a positive attitude, a strong work ethic and a willingness to learn and be flexible in the face of change.
• Actively participate in the Client Services Department, collaborate with, and provide solutions/support to team members to achieve strategic goals and objectives.

Qualifications

• Minimum six months related experience in a Call Centre and/or Customer Service Environment
• Post-secondary education in a communications related field preferred
• Knowledge of community healthcare is an asset
• Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
• Excellent interpersonal, organizational, communication and problem-solving skills
• Excellent time management skills combined with the ability to prioritize make timely decisions and pay attention to detail
• Proven ability to work in a fast paced environment and handle stressful situations
• Ability to use good judgment in assessing difficult customer situations
• Ability to work independently and collaboratively within a team
• Maintain positive working relationships with others, both internally and externally
• Flexible to the changing demands of the job
• Strong problem solving skills with an ability to resolve urgent client situations
• Knowledge of general office practices, procedures, standards, and medical terminology preferred
• Negotiation and conflict resolution expertise is an asset
• Additional language skills are an asset (Russian)
• Weekend availability required

Additional information
Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.
We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Only applicants who are selected for an interview will be contacted.
Circle of Care requires that all employees, students and volunteers provide proof of COVID-19 vaccination upon hire.
Powered by people. Sparked by passion. Circle of Care is made up of staff, students, and volunteers who bring energy and purpose, every day.