Transportation Specialist

5 months ago

Hamilton, Canada Canadian Cancer Society Full time

**Job Title**:Transportation Specialist

**Work Model**: Hybrid Work Model

**Salary Band**: 4 ($39,000 - $65,000)

**WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?**

The Canadian Cancer Society works tirelessly to save and improve lives. We fund the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. As the voice for people who care about cancer, we work with governments to shape a healthier society. No other organization does all that we do to make lives better today and transform the future of cancer forever.

Help us make a difference.

**COME AS YOU ARE**

**JOB OVERVIEW**

The Canadian Cancer Society Wheels of Hope Transportation programs provide travel support to those across the country who require help reaching their cancer-related appointments.

The Transportation Specialist will bring an expertise in working with a diverse population from a contact centre environment. While ensuring compliance of established program processes, the Transportation Specialist will support the Wheels of Hope Transportation Program to deliver exceptional customer service to both internal and external stakeholders. This position will work as part of a team supporting staff and volunteers in based in multiple locations across the country.

**WHAT YOU’LL BE DOING**:
Provide exceptional service to clients and healthcare providers looking for travel or financial support to offset travel costs
- Evaluate most appropriate services for clients and complete all program registration services including information gathering, acceptance, fee collection and, when required, compassionate assessments
- While maintaining a welcoming environment for clients on the phone, input accurate client, and if required appointment data, into the transportation software
- Ensure all client and caregiver transportation data continues to be current and complete
- Facilitate financial transactions including both registrations and volunteer billing ensuring all privacy and financial policies are strictly monitored and adhered to
- For the driving program evaluate, accept, or decline all trip requests
- Produce efficient and effective schedules, minimizing the number of trips not provided
- Work in compliance with the provisions of the Occupational Health & Safety Act and its regulations
- Actively contribute to our culture of justice, belonging, equity, diversity, and inclusion by ensuring that all staff feel represented and heard regardless of their gender, age, religion, ethnicity, and nationality or race.
- Other duties as assigned

Provide enhanced support for program development with focus on customer service and volunteer satisfaction
- Ensure volunteer information is up to date and availability is confirmed on regular basis
- Respond to various operational issues including re-assignments, delays, cancellations, and complaints
- Seek continuous improvement for all processes pertaining to the three Wheels of Hope programs
- Maintain and communicate current information about treatment facilities in order to support a positive experience for clients
- Ensure client confidentiality

Ensure referral to other CCS services and programs remains front of mind for robust client support
- Highlight for clients, caregivers and health providers other services available including but not limited to the Cancer Information Healthline, CancerConnection, and the Community Services Locator
- Ensure awareness of and referral to CCS Story-Centre to highlight appropriate client or volunteer experiences

**EDUCATION & QUALIFICATIONS**:

- Post-secondary education and a minimum 2-years related experience in a client focused/fast paced environment, or the equivalent combination of education and experience
- Extensive background in communications, community services, client support, evaluation and volunteer relationships will lead to success or asset to this role.
- Advanced geographic knowledge
- Knowledge of the regional hospital systems an asset
- Ability to communicate in languages other than English is an asset.
- This role is expected to work in the office some days once the offices reopen.
- Ability to deal with competing priorities, high volume of work, and tight deadlines.
- Highly skilled at telephone-based interactions focusing on active-listening and not visual cues to help guide the call to a successful conclusion
- Must be empathetic, compassionate, a good listener and be comfortable responding to highly emotional situations
- Excellent interpersonal, organizational and customer service skills
- Always maintain confidentiality, exhibit discretion where appropriate

**WHAT YOU CAN EXPECT FROM US**:
**COURAGEOUS UNITED CARING RIGOROUS**

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance

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