Senior Associate, Response Centre

1 month ago

Toronto ON, Canada Ontario Medical Association Full time

Are you looking to join one of Greater Toronto’s Top 2024 Employers ?

The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.

Job summary
This position is responsible for responding to front-line inquiries from OMA members and the public and resolving customer concerns and complaints.

How you will make a difference
  • Responding to inquiries and complaints from OMA members, the public and OMA staff, ensuring established Response Centre procedures/processes are followed, filtering and disseminating confidential information, providing explanations, preparing appropriate verbal/written responses based on approved messaging, and ensuring all phone/electronic interactions/member issues are recorded through the CRM solution.
  • Updating OMA membership database making all necessary edits to member profiles; adheres to all relevant OMA privacy and financial policies while maintaining confidentiality when handling sensitive demographic and financial information; Provides logistical support to the membership team by regularly reviewing and updating member profile data captured within established reports.
  • Participating in the New Practice Announcement service, providing information to answer member inquiries; supports members through the process of selecting an appropriate subset of the membership for outbound communication; ensures adherence to all program guidelines and processes; prepares, distributes, and follows up on invoices.
  • Evaluating, investigating, and analyzing complaints, issues, and requests, identifying potential areas of risk to OMA reputation and business activities and liaising with OMA staff as required to address issues and determine appropriate courses of action.
  • Studying, reviewing, and providing feedback on existing knowledge base articles; highlighting any identified gaps to Lead, Response Centre.
  • Participating in department projects and initiatives, providing input, supporting research and information, and managing assigned tasks, deliverables, and timelines.

Requirements that are important to us
  • High School or Community College Diploma in Business Administration or equivalent work experience
  • 2-5 years customer service experience.
  • 1-2 previous call centre experience an asset.
  • Healthcare industry knowledge an asset.
  • A highly organized, team player with a desire to provide superior customer support
  • Strong ability to problem solve issues and escalate when appropriate.
  • Excellent communication skills, verbal and written.
  • Proficient in Microsoft Office applications (i.e. Excel), Salesforce, Ring Central, Knowledge, MyAccount, OMS, OAS, FAQ documents.

What do we have to offer you?
  • A work environment whose values are to berespectful, bold, responsive, and transparent in our work and our behaviours
  • A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
  • An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
  • A commitment to growth and development through paid professional development and continuous in-house learning
  • A friendly and flexible hybrid work environment
  • Competitive salary and bonus program
  • Exceptional group benefits package, including a spending account and a robust wellness program
  • An organization that has been recognized as a Greater Toronto’s Top Employers for four consecutive years.
As a condition of employment, OMA conducts background checks and reference checks for all open positions.

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The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.

Are you legally entitled to work in Canada for any employer without employer sponsorship and provide supportive documentation to confirm your status?

A person legally eligible to work in Canada is a Canadian citizen, a permanent resident or the holder of a valid work permit *

Were you referred to this posting by an employee of the Ontario Medical Association or a subsidiary?*

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