Customer Service Representative

7 months ago

Mississauga, Canada Calea Ltd. Full time

**Advancing Patient Care.**

Calea is Canada’s leader in the provision of products and services that safely and reliably support community-based infusion therapy, advanced wound care, and the need for general medical supplies.

We are a community partner and licensed Pharmacy, providing expert solutions and support resources to healthcare professionals, hospitals, patients and their caregivers, and home care programs across the country. Calea supports patient care provided by several of Ontario’s largest Local Health Integration Networks’ (LHINs) Home and Community Care services. Our customers also include Regional Health Authorities.

If you are looking to work for a growing, global corporation that is focused on making meaningful improvements in the safety, affordability, and availability of the care medical professionals provide to their patients, then you should consider Calea & Fresenius Kabi Canada. We are an employer that works to build great leaders, teams and businesses. We know our employees are key to everything we accomplish, so we give them the freedom and resources to reach their potential and the opportunity to work with managers who care about their professional development.

We are currently seeking a **Customer Service Representative** to join our **Mississauga, ON team.**

***

The Customer Service Representative is responsible for coordinating services for IV, Medical Supplies and equipment, Enteral and Parenteral Nutrition clients. The Customer Service Representative coordinates timely delivery to patients, and assists with resolving product, and servicing issues. The Customer Service Representative communicates relevant information with the Pharmacy, shipping, warehouse and finance departments regarding delivery and billing requirements.

The Customer Service Representative plays a pivotal role in the co-ordination of internal and external communications to ensure patient therapies are provided on a timely basis. This includes continued monitoring of TPN requirements, patient eligibility, and billing accuracy.

The Customer Service Representative is coordinates the provision of Calea’s products and services with those of community programs, including HCCSS, ensuring clients receive the highest quality of therapy service.

These include:

- IV Therapy - IV Supplies, solutions and equipment
- TPN Therapy - IV supplies, solutions, equipment and additives
- Enteral Nutrition - nasogastric/gastrostomy tubes, dressings and nutrition products
- Medical supplies, and negative pressure wound care supplies - dressings and equipment
- Ostomy - pouches, bags and accessories
- Incontinence - bags, tubing, dressings and diapers
- Other services provided by Calea

The incumbent must possess thorough knowledge of Calea’s products, delivery schedules, client requirements and/or special needs as well as those of the community agencies. This will enable the Customer Service Representative to evaluate priorities, solve problems and react quickly to emergency situations. Shift work required on a rotational basis including nights, weekends and holidays. The incumbent must be flexible and adaptable to changes of responsibility reflective of the business needs.

**PRINCIPAL ACCOUNTABILITIES**
- Committed to being fully engaged, caring, and enthusiastic about my work, the organization and its goals.
- Commitment to living the core company values of:
i.Customer Focus, We put customers first.

ii.Quality, We demand excellence.

iii.Integrity, We are trustworthy.

iv.Collaboration, We work well together.

v.Creativity, We deliver solutions.

vi.Passion & Commitment, We care.
- Adherence to corporate, regulatory and individual responsibilities supporting the Company’s quality management programs, supporting policies, procedures, work instructions, and relevant software (eDMS)
- Adherence to the Company’s commitment to and policy on Patient Safety and Code of Conduct
- Adherence to organizational and individual health and safety responsibilities in the workplace
- Maintains up-to-date Health and Safety training
- Maintains up-to-date training designated for this position via eDMS and other position specific training as required
- Create client profile in electronic system noting any allergies, diabetic status, and required unique patient identification (DOB, HCN, BRN) information.
- Create and upload IV supply order list for the HCCSS through Health Partners Gateway.
- Review orders to ensure all items required for therapy are included, quantities are reasonable and communicate with the pharmacist regarding prescriptions, and pump administration when requested.
- Allocate equipment rental and troubleshoot equipment difficulties within home nursing, exchange faulty equipment when required.
- Call client/caregiver to arrange and coordinate delivery of supplies and medication. Advise of any backordered product and fill backorder when product becomes available.
- Logged into the phone queue for the durati

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