Healthcare Operations Specialist

4 days ago


Yarmouth, Nova Scotia, Canada VON Full time

Company Overview

VON Canada is a leading provider of community health services, dedicated to making a positive impact in the lives of individuals and families. Our organization values diversity, equity, and inclusion, and we strive to create a workplace that reflects these principles.

Salary: $50,000 - $65,000 per year

The Healthcare Operations Specialist will play a critical role in facilitating the team of Client Service Associates in a geographic grouping. This position requires a high level of communication and problem-solving skills, as well as the ability to work collaboratively in a fast-paced environment.

Job Description

Key Responsibilities:

  • Provides regular ongoing support and advice to CSAs in the completion of their job functions, identifying and troubleshooting relevant issues.
  • Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service.
  • Organizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completed.
  • Reviews team folders, CellTrak portal, and mailboxes to ensure work is being handled on a timely basis.
  • Reviews audit reports to determine accuracy of information and provide feedback to CSAs as necessary.
  • Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service.
  • Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary.
  • Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions.
  • Ensures shift hand-offs are complete and comprehensive.
  • Participates in LEAN problem-solving initiatives to support client care and delivery.

Required Skills and Qualifications:

  • High school diploma required.
  • Post-secondary education an asset.
  • Office Administration certification or experience an asset.
  • One to two years previous customer service experience and experience in a scheduling environment.
  • Experience in a contact center environment is an asset.
  • Experience in a health care environment preferred.
  • Experience in a unionized environment is an asset.

Benefits:

  • A competitive salary range of $50,000 - $65,000 per year.
  • A comprehensive benefits package, including medical, dental, and vision coverage.
  • Paid time off and vacation days.
  • An opportunity to make a meaningful difference in the lives of individuals and families.

Others:

  • A current and original copy of a satisfactory Criminal Records Check may be required.
  • A Vulnerable Sector Search and/or a Child Abuse Registry Check may be required.
  • The use of Personal Protective Equipment (PPE) may be required.


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