Coordinator, Client Services

2 months 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- Health care spending account- Premium defined benefit pension plan- 3 personal days and 2 float days annually- Individual contributors start at 3 weeks’ vacation with 4 weeks at 2 yrs.- Career development opportunities- A collaborative values-based team culture- Wellness programs- A hybrid working model- Participation in- Communities of InclusionWant to make a difference in your career? Consider this opportunity.

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 be doing:
- In a contact centre environment, provides best-in-class customer service while responding to all inbound inquiries, both verbally and in writing, and in English and French, 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- Contributes to organizational initiatives, as appropriate, to enhance the organization’s mission, values and goals

Here is what you will need to be successful:
Education and Experience- An undergraduate degree in healthcare administration, social services, business, or related field preferred- 3 to 5 years’ experience with customer service- Experience handling sensitive inbound calls in a contact/call centre- Previous experience working with sensitive or confidential information or issues related to privacy such as Personal Health Information (PHI) is preferred- Experience using Siebel CRM technology is an asset- Proficiency in MS Office, including Microsoft Word, Excel, and PowerPoint is an asset- Proficient in French, written and spoken is a definite asset

Skills and Abilities- Exceptional customer service skills- Superior verbal and written communication skills- Comfortable discussing sensitive healthcare related inquiries with clients- Demonstrated ability to manage multiple tasks in a hands-on manner, prioritizing, adjusting and responding to issues as needed- Proven abili

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