Client Care Coordinator

5 months ago

Toronto, Canada Hope Air Full time

**Position Summary**:
In Canada, healthcare is universal. Access is not.

**Hope Air** believes that where you live and how much money you have should not determine your access to medical care in Canada. If a world in which every Canadian has access to the healthcare they need, despite distance or cost of travel sounds fitting, then we are the organization for you

Our Mission at **Hope Air** is to provide Canadians in financial need with complimentary travel and accommodations for medical care far from home.

We are currently searching for a **part-time (25 hours per week)** collaborative and service-focused **Client Care Coordinator** to bring great customer service skills in support of Hope Air patients and caregivers. You will be joining an experienced and dedicated client care team in communicating with patients and arranging travel for patients in need. You are driven to help others in a caring way while balancing daily incoming calls to our organization.

**Location**: Flexible (Home/Office hybrid environment)

**Start Date**: ASAP

**Hours of Work**: Part-time (total of 25 hours per week), 5 hours/day, Monday-Friday

**Summary of Responsibilities**:
Reporting to the Client Care Manager, you will be responsible for:

- Answer phone inquiries, providing information about Hope Air’s services to patients, social workers, healthcare workers and other referral sources
- Intake of travel requests over the phone using Hope Air’s web-based request form
- Provide status update on travel requests
- Triaging incoming calls to staff members
- Logging incoming calls related to medical appointment confirmation using our data management system
- Communicating with a diverse group of people, including people with disabilities, newcomers to Canada, seniors, parents, social workers, and healthcare workers

**Qualifications & Experience**:

- University degree and/or diploma
- 1-2 years in customer service ideal
- Experience in social work an asset
- Great interest in public health
- Professional phone etiquette
- Ability to empathize with the complexity and difficulty of each patient
- Strong verbal, written, and interpersonal communication skills
- Excellent organizational skills and attention to detail
- Strong computer skills with proficiency in Microsoft Office and database experience
- Fluency in English (bilingual English/French is an asset)

**Organizational Overview
In Canada, healthcare is universal. Access is not.

Hope Air believes that where you live and how much money you have should not determine your access to medical care in Canada.

Hope Air is Canada’s only national charity providing free travel and accommodations for Canadians in financial need who must access medical care far from home. With 3.2 million Canadians living below the poverty line - including 566,000 children, 191,000 single mothers and 216,000 seniors - access to healthcare is not assured and cost is a huge barrier if you must travel to reach specialists far from home. The promise of Hope Air is that when it comes to healthcare, no one will be left behind no matter where they live or their financial challenges.

Hope Air’s travel and accommodation programs provide patients with an immediate and direct impact on their lives. As a result of Hope Air support, thousands of Canadians each year reach medical care rather than being forced to postpone or cancel medical treatments due to financial constraints. Hope Air’s programs help keep remote and smaller communities vibrant, enabling Canadians to continue to live where they choose regardless of local access to specialized medical care.

Hope Air is a well-performing national charity with a mission that has undeniable appeal. For the right leader, this is a unique and wonderful opportunity to have positive impact on the lives of Canadians who struggle to access the healthcare they need. Caring and patient-centric, the organization explores new and creative options to address those needs and sees significant opportunity to continue to grow.

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