Client Care

6 months ago

Ottawa, Canada Larga Baffin Full time

Position Overview

The Referrals Coordinator, under the direction of the Manager and Supervisor of Client Care, will primarily be responsible to support all client travel requests and appointment bookings. In addition, the Referrals Coordinator will be responsible for completing several administrative responsibilities to support the business. Further, the Referrals Coordinator will also be crossed trained as the Client Care Coordinator which you will be responsible to attempt to calm irate customers by explaining the situation while attempting to resolve the issue to the best of our abilities. This role will also greet customers and discuss type, and quality of services required. This position will always maintain professionalism, tact, diplomacy, and sensitivity to portray Larga Baffin in a positive manner. This position will be required to work closely with Larga Baffin clients, partners, and internal departments to ensure efficient and seamless scheduling for client travel and appointments. The Referrals Coordinator must possess high school diploma or equivalent and three years of customer service experience.

Key Responsibilities

Client Service:

- Greet and create a welcoming environment for clients, visitors, and service providers.
- Handle customer complaints professionally and escalate when necessary.
- Maintain professionalism, tact, diplomacy, and sensitivity when representing the company.
- Act as the primary contact for client services, coordinating with clients, external vendors, and partners, as well as liaising with internal departments.
- Continuously enhance the quality of care provided to clients.
- Communicate and collaborate with various departments and outside service providers to manage client needs.
- Maintain a safe, secure, and healthy environment for clients and coworkers, following safety standards and protocols.
- Keep the front desk and lobby area clean and organized.
- Clean guest common areas when scheduled for an overnight shift.

Travel & Appointment Coordination:

- Arrange air travel for clients and escorts returning north.
- Coordinate with relevant government and third-party offices to gather accurate client/escort travel and special needs information.
- Maintain ongoing communication with staff regarding clients' arrivals, departures, appointments, admissions, and discharges from hospitals.
- Always maintain professionalism and handle customer complaints professionally.
- Maintain a high level of product and service knowledge.

Administration:

- Maintain up-to-date client records and status.
- Manage client registration procedures, including check-in, check-out, and hospital admissions.
- Maintain corporate documents and perform general clerical duties.
- Assist Client Care Coordinators when required.
- Notify relevant parties about client warning letters or ejection notices.
- Maintain data sheets for banned individuals.
- Keep an orderly paper filing system for client records.
- Perform other administrative tasks as assigned.

Invoicing, Billing, and Statistics:

- Track expenses not covered under regular billing and produce separate invoices when necessary.
- Generate invoices for third-party billing monthly.
- Produce monthly reports for submission to the accounting team and government offices.
- Utilize various records for billing purposes.
- Conduct quarterly Accounts Receivable audits and support collection activities for unpaid invoices.
- Keep accurate statistical data on occupancy rates and other required elements.

Minimum Job Requirements:

- High school diploma or equivalent.
- Two years of office administrative experience.
- Excellent communication skills in English, both written and verbal.
- Strong knowledge of MS Excel, Word, and Outlook.
- Excellent organizational skills.
- Ability to make accurate observations, exercise independent judgment, and act in various situations.
- Ability to work diligently with mínimal supervisory oversight.
- Basic understanding of Inuit cultural norms.
- Patience and maturity for interacting with clients, visitors, and staff.

Preferred Qualifications:

- Experience within a boarding/group home setting.
- Basic knowledge or experience with accounting (Accounts Receivable, invoicing, etc.).
- Beneficiary status with Inuktitut proficiency.
- Knowledge of transportation software.
- Work Conditions:

- Flexible hours, including nights, weekends, and holidays.
- Interaction with customers/clients and the public.
- Occasional overtime.
- Operation of desktop computer and peripherals.

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