Customer Service Representative

**The Organization**:
We are a provider of high quality healthcare with 10 clinics in the GTA and South Western Ontario region. We are committed to providing diagnostic care and imaging that will assist in the early detection of disease, plan patient management and effectively monitor treatment. We support thousands of referring physicians and hospital programs including an exclusive partnership with Sunnybrook Hospital as the Rapid Cardiology Clinic and Heart Failure outpatient center.

Our areas of expertise include Nuclear Cardiology, Nuclear Medicine, Cardiology Testing, MRI, PET and Specialist services.

Our Mission: To set new standards in the delivery of comprehensive, efficient and cost effective health care services with a commitment to high quality patient care.

We can offer you a great environment with an outstanding team and the opportunity for learning and growth.

**The Role**:
Are you a customer focused professionalwith excellent communication skills and some healthcare experience?

KMH Cardiology Centres Inc. is recruiting for a **Customer Service Representative** for our busy call centre in **Mississauga.**

**The Accountabilities**:
This role is part of a team of 10 members of the New Cardiac team and the goal of the team is to provide outstanding patient satisfaction, support and retention for new cardiac patients. The team works on customer support and care while generating bookings for optimal appointment schedules. The key accountabilities of the role are:

- Act as a first point of contact in building and developing relationships with both new and existing patients, physician offices and other healthcare facilities.
- Meet and achieve team and individual KPI’s
- Manage high volume of inbound and outbound calls promptly.
- Execute bookings for Cardiology and Nuclear Medicine tests.
- Optimize clinic capacity with booking process
- Ensure tasks are completed in a timely manner within pre-defined KPI’s for team.
- Utilize Tableau daily to facilitate KPI attainment
- Build rapport with patients by responding to inquiries and provide detailed explanation of test procedure and preparations per protocols
- Collaborate with internal departments to provide and gather information, enabling patient requirements to be dealt with efficiently.
- Maintain accurate patient records and ensure all prior requests and documentations are received in a timely manner
- Meet and achieve performance based targets and metrics for the team
- Works with cross functional team and other KMH staff to assist with patient care as-needed

**Minimum qualifications**:

- Successful completion of a post-secondary diploma in medical administration or similar education
- Similar experience in a medical office or call centre is an asset
- 1 year of high-quality customer service which can be applied to patient-care
- Basic proficiency in medical terminology

**Required skills and experience**:

- Demonstrated high quality, compassionate, and patient centred care
- Proven ability to work proficiently in a busy fast paced call centre environment
- Ability to establish priorities and achieve objectives with mínimal supervision
- Excellent verbal and written communication skills
- Superior telephone etiquette
- Proficiency in technology including MS Office and EMR systems experience
- Excellent time management and organizational skills
- Able to deal with sensitive information with a high degree of privacy, accuracy, and diplomacy
- Team player with strong interpersonal skills and flexibility

We are a progressive organization with a team that is passionate about healthcare.

This is an 18 month Contract role scheduled for 5 days per week. The role is scheduled Monday-Friday during the hours of **10.00 a.m.6.00 p.m. **Saturday’s (9.00 a.m.5.00 p.m.) are required on rotation with the team (1 Saturday per month).

The role is based at our Head Office in Mississauga and reports to the Team Lead: CSR’s (New Cardiac team).

We offer a comprehensive total compensation package including a competitive rate, insurance benefits, work perks, KMH Fit wellness initiatives and the opportunity for growth.

Proof of Covid-19 vaccination is required.

**Job Type**: Fixed term contract
Contract length: 18 months

**Salary**: From $18.50 per hour

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Day shift

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person