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On Call Coordinator
2 weeks ago
**Position Profile**
**Remote position**:
As our On-Call Central Intake Representative, you will contribute to the success of Affinity Health’s team by delivering exceptional service after regular working hours, on weekends and during holidays. The On-Call Central Intake Representative will act as the contact person for all staff and clients after hours to ensure client and employee safety and continuity.
As the On-Call Central Intake Representative you will also be responsible for delivering a quality and seamless intake process for prospective clients by answering their questions and nurturing the relationship between them and our company, thus building trust in our company and the services we provide. This role brings a deep understanding of social process skills in the area of health services and a passion for supporting not only our current staff and clients but future clients and their families.
**Key Activities and Responsibilities**
- Ensure effective and courteous communication with all internal and external clients
- Conduct written and verbal communication in a professional and courteous manner
- Data entry of all communications with staff, clients, families, and partners in AlayaCare
- Data entry for new, modified or cancelled shifts in AlayaCare
- Maintain liaisons with staff and clients as necessary
- Ensure regular and proactive communication with all clients to deliver an exceptional customer experience
- Ongoing management of schedules ie: cancellations, book offs, time changes, sick calls
- Assist with issues/concerns/complaints from both internal and externals clients. Escalate appropriately for support to ensure a timely and satisfactory resolution
- Collaborate with referral partners, internal departments, clinical team members, and other operational colleagues to support shift fulfillment
- Triage inbound calls to determine next steps utilizing Affinity Health’s tools and resources as it relates to schedules, compliments, complaints, safety concerns, issues, feedback
- Follow company protocol to assist an employee in the event of a workplace injury or emergency. This may include but is not limited to: calling 911, arranging transportation for employee if medical assistance is required, completing proper forms and documentation, liaising with the supervisor, arranging for a supervisory visit
- Complete proper paperwork for a workplace injury such as: incident report, dated notes, and contacting the supervisor to inform them of the events
- Promptly address all emergency questions and concerns from staff and clients
- Handle all staff and client scheduling changes in a timely manner and ensure all parties involved are notified promptly
- Check phone messages regularly and document them accordingly
- Direct all medical related calls to the On-Call nurse
- Notify the supervisor immediately of any workplace injury, death, or emergency when it relates to any staff or clients
- Identify and document incoming enquiries from internal and external clients
- Ensure a timely response to customer enquiries and an effective resolution with regards to their requests
- Liaise with all departments to assist in the effective transition of enquiries to care providers
- Data entry to Affinity Health’s various platforms in order to keep data relevant and up to date
- Ensure safe work practices by adhering to Health and Safety rules and regulations
- Other assigned duties as requested
**Hours of Work**
This position requires availability for on-call shifts during evenings and weekends. Evening shifts are from 4:30pm to 8:30am. Weekend includes Friday at 4:30pm to Monday morning at 8:30am (Tuesday mornings at 8:30am on long weekends). During the on-call shift, the On-Call Representative regularly checks for phone messages except at night, at which time the On-Call Representative is expected to listen for the page and responds to those messages that are urgent.
**Knowledge and Skills**
- Demonstrated ability to communicate professionally and politely, both written and verbal, in English and French
- Ability to multi-task in an ever changing and demanding environment
- Ability to work under pressure within a fast paced and sometimes stressful environment
- Eager and motivated to meet performance targets
- Self-motivating with the ability to work and contribute in a team environment
- Strong interpersonal skills
- Direct experience in the use of various information technologies in support of client care enquiries
- Detail oriented
**Position Requirements**
- Minimum of one (1) year of relevant experience
- College diploma or University degree in a health-related discipline is considered an asset
- Ability to effectively communicate in both English and French is required (orally and written)
- Experience working with seniors
- Experience working in health care
- Sales experience is considered an asset
- Demonstrated proficiency with Share Point and Microsoft software
- Valid Criminal Record Check wi
