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Customer Service Coordinator
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Client Intake Specialist – Customer Contact Centre
Location: Remote-based office
Status: Permanent full time
Schedule: The Customer Contact Centre operates from 8am-9pm EST Monday-Friday; with rotating weekly shifts, including some Saturdays. Daily shifts will vary throughout this timeframe.
The Client Intake Specialist position at Lifemark serves as the primary contact for clients, providing essential support to key customers. As a vital member of the Customer Contact Centre team, this role is crucial in ensuring that Lifemark can deliver timely treatment interventions and facilitate access for patients in need of quality care. The ability to engage with staff, patients, and customers in a dynamic environment, while maintaining a high level of professionalism and confidentiality, is essential. The ideal candidate should thrive under tight deadlines, demonstrating flexibility, proactivity, resourcefulness, and efficiency. Exceptional written and verbal communication skills, along with strong decision-making capabilities and meticulous attention to detail, are required. This individual must be highly organized, adaptable, and enjoy the challenges associated with supporting a diverse range of key customers.
Key Responsibilities:
- Serve as the primary point of contact for client organizations
- Handle incoming calls from customers and document new referrals in our client intake system
- Confirm information and coordinate assessment appointments with our network of clinics
- Schedule appointments using the internal booking system
- Additional duties include entering and updating referral data and treatment plan statuses in the database, as well as assisting with monthly referral tracking reports and quarterly outcome assessments.
The ideal candidate will possess:
- A minimum of 2 years of experience in customer service or administrative roles
- Bilingual proficiency in French is preferred
- Post-secondary education is considered an asset
- Advanced written and verbal communication skills with a keen attention to detail
- Strong interpersonal abilities to foster relationships with client organizations and patients
- The capacity to prioritize tasks effectively under pressure
- Proficient computer skills, particularly in MS Word, Excel, and familiarity with database software
- Outstanding organizational skills, the ability to work independently, take initiative, and a strong work ethic
Lifemark is committed to fostering an inclusive environment and encourages applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all aspects of the selection process. Lifemark promotes equal employment opportunities for all job applicants, including those who self-identify as members of Indigenous peoples, Newcomers to Canada, and Visible minorities.
