Coordinator, Client Services

2 weeks ago

Toronto, Canada Ontario Health Full time

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.
- What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:
- Fully paid medical, dental and vision coverage from your first day- a health care spending account- a premium defined benefit pension plan- three personal days and two float days annually- three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years- career development opportunities- a collaborative values-based team culture- a wellness program- a hybrid working model- participation in- Communities of Inclusion Want to make a difference in your career? Consider this opportunity.

Here is what you will be doing:
The Coordinator is also responsible for attaching cancer screening participants with positive fecal immunochemical test (FIT) results to a primary care provider to support appropriate follow-up. This support for unattached participants is a legislated responsibility of Ontario Health that is fulfilled by the Coordinator. The Coordinator also supports Ontarians in receiving cancer screening result letters that are unmailable by reviewing and resolving mailing issues.

The Coordinator, Client Services plays an important role in supporting the public, healthcare providers and health system partners by maintaining a broad knowledge of Ontario Health programs, with the ability to manage complex, clinical and health-related inquiries with empathy, sensitivity and professionalism.

Here is what you will need to be successful:
In a contact centre environment, provides best-in-class customer service while responding to all inbound inquiries, both verbally and in writing within established service level and quality guidelines;- Masters and remains current on Ontario Health program information, policies, standard procedures, products and initiatives;- Uses internal Ontario Health information systems effectively to identify information to respond to public, healthcare provider and health system partner inquiries;- Uses caller’s personal health information to support inquiries related to their cancer screening;- Answers inquiries and issues from Ontarians, program partners, primary care physicians and their staff regarding Ontario Health programs, tools and services including cancer screening programs, cancer care and drug funding inquiries and general Ontario Health inquiries;- Attaches cancer screening participants with positive fecal immunochemical test (FIT) results to a primary care provider to support appropriate follow-up;- Accurately logs all inquiries in the information management system for resolution and reporting;- Assists with maintaining a centre of excellence through quality program participation;- Works with other customer service representatives to develop, review and maintain frequently asked questions to support effective, consistent responses to all inquiries;- Assists in maintaining standard operating procedures;-
- Ensures robust risk management environment is maintained by strict adherence to all policies regarding the protection of Personal Health Information (PHI);- Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested;- Actively contributes to a positive team atmosphere with high levels of engagement and morale;- Upholds the importance of core values and culture by participating in team building events and contributing to strong communication among team members; and- Contributes to organizational initiatives, as appropriate, to enhance the organization’s mission, values and goals.

Education:
- An undergraduate degree with a major/minor in healthcare administration, social services, business, or related field preferred.

Knowledge and Skills:
- 3 to 5 years’ experience with customer service- Exceptional customer service skills with experience handling inbound calls in a contact centre in a sensitive manner;- Previous experience working with sensitive or confidential information or issues related to privacy such as Personal Health Information (PHI) is preferred.- Proficiency in MS Office, including Microsoft Word, PowerPoint and Excel is an asset;- Experience using Siebel CRM technology is an asset.

Communication/ Interpersonal Skills- Superior verbal and written communication skills is required;- Comfortable discussing sensitive healthcare related inquiries with clients;- Exceptional attention to detail;- Team-oriented; works well with others;- Open to receiving on

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