Client Services Assistant

4 weeks ago

Kitchener, Canada Kitchener Downtown Community Health Centre Full time

As a member of the Health Wellness Team, the Client Services Assistant - InReach works on the main floor, at the main entrance reception desk. The Client Services Assistant - InReach is the first point of contact for visitors. Duties include providing administrative support to staff as well as administrative and navigational supports to community members entering the Health Centre. This role will ensure that the first seps of accessible, appropriate and responsive care is provided to all those who walk through our doors in an engaging, upbeat manner. The Client Services Assistant is part of an interdisciplinary team that provides clinical services, dental/oral health services, community wellness programs, breastfeeding peer support as well as other programs and services. In addition to welcoming and directing clients that attend for scheduled appointments or groups, the Client Services Assistant offers resources and connection to drop-in clients who may be experiencing homelessness, and who may have addictions and mental health concerns. This role will serve as the point person for all Code White responses at the Centre.

**Specific Responsibilities**

1. Create a welcoming environment at the Health Centre

2. Proficiently use electronic records (medical and dental) to check clients in, to record and communicate client service information and to schedule appointments

3. Answer all incoming telephone calls and assist callers or redirect appropriately

4. Retrieve voice mail messages; return calls or redirect as required. File/retrieve/distribute items for pick-up such as Client ID documents, cheques and forms.

5. Perform other administrative tasks such as photocopying; scanning; faxing; transmitting/receiving facsimile documents;
6. Create and organize word processing letters and forms, book telephone appointment, coordinate opening and distributing incoming mail

7. Actively listen and respond to inquiries to provide information regarding Health Centre programs and other community services, or otherwise assist clients to obtain information or respond to their expressed need

8. Inquire and update demographic and health card information as necessary

9. Monitor waiting room and follow-up if necessary to ensure that all clients and visitors have their needs met

10. Be informed of and support the pathways by which individuals can access services at the Health Centre and partner agencies

11. Collaborate with other team members to de-escalate situations or support clients who may walk in or phone in while in crisis especially in the moments until added support is available

12. Support the team in creating safe spaces by ensuring systems are in place and are implemented to monitor and manage higher risk behaviors

13. Participate in team and staff meetings and other meetings and committee work as appropriate to support both service delivery and organizational goals

14. Contribute to the Health Centre’s practices of hiring, orienting and training of staff

15. Work during both regular and extended hours (evenings/weekends) and in Outreach locations within Kitchener as determined by the Health Centre. A minimum of one evening per week will be required.

16. Participate in team and staff meetings and other meetings and committee work as appropriate to support both service delivery and organizational goals.

17. Work from a Social Determinants of Health and CHC model perspective to improve health outcomes for individual clients and/or for the development of community health and well-being, and to reduce health inequities.

18. Work individually and collaboratively in the development and implementation of quality improvement initiatives and activities.

19. Work in a manner that preserves privacy and confidentiality.

20. Work in a manner that ensures client safety and minimizes risk to clients, volunteers and the Health Centre.

21. Work in a manner consistent with the Health Centre’s Vision, Mission and Values.

22. Work in a manner consistent with the Health Centre’s policy and commitment to Diversity, Equity and Inclusion in all processes and practices.

23. Work in a manner that demonstrates self-reflection and personal accountability for work performance.

24. Contribute to the Health Centre’s practices of hiring, orienting and training of staff.

25. Collect, analyze and report on data and relevant information as required.

26. Participate in research as determined by the Health Centre.

27. Adhere to all Health Centre policies.

28. Adhere to appropriate infection control practices including those related to Covid -19.

29. Maintain status of fully vaccinated for Covid-19, including boosters as they become available.

30. Perform any other duties as assigned by your supervisor.

**Accountability**

The position is accountable to the Manager, Health Wellness

**Qualifications**
- Post-secondary school education in health administration, health care or social services
- Two years office experience

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