Client Relations Administrator

**OVERVIEW**:
The Speech Associates is looking for a Client Relations Administrator. At The Speech Associates, we are a team of 100 plus clinicians that provide clinical services throughout Southern Ontario including Ottawa. We have been in service for 15 years and are proud of our growing team, including Registered Speech-Language Pathologists, Communicative Disorders Assistants and Board Certified Behaviour Analysts and ABA Therapists. We hold affiliation with the University of Toronto as Clinical Educators, as well as recognized colleges such as St. Lawrence College, Durham College, and Lambton College’s CDA Programs.

**WE OFFER**:

- Cutting edge online medical databases
- A comprehensive library of educational resources for staff
- Team meetings, and webinars for continuing education of staff
- Training and Orientation of staff

**LOCATION - SCHEDULE**:
Head office in Downtown Toronto

In Office Monday to Thursday (Friday Remote)

**CANDIDATE REQUIREMENTS**:

- Previous working experience in office (medical or clinical or administrative)
- Bachelor Degree in or similar relevant field plus work experience.
- Background in mental health/behaviour analysis or health related field is an asset.
- Outstanding communication (verbal and written), presentation skills.
- Exceptional grasp of the English Language as well as customer service / telephone etiquette.
- Strong computer data entry skills.

The Client Relations Administrator serves as a contact for patients, families, and clinical team members. If you are “action minded” and capable of communicating with a team of 100 plus professionals at a high level as well as enjoy multi tasking and solving problems then this position is for you.

Primary duties include performing the initial intake for incoming issues (including medical background, speech language behavioural in nature, patient grievances, physician offices, government agencies, insurance companies), assist in managing issues with low to moderate complexity, triaging cases to appropriate staff, assisting staff with general inquiries, supporting orientations, presentations, and project work, and any other functions required by the Director and Management Team.

Intake work includes, but is not limited to, taking initial information from patients and families as well as physicians and other health care professionals, assessing the acuity of the situation including potential liability, quality of care, policy and procedure, etc. Complex cases (such as grievances involving quality of care) will be triaged with timely management and resolution.

The incumbent may be privy to highly sensitive patient care issues and must make patient privacy a high priority at all times. The incumbent’s work will necessitate collaboration with a variety of staff throughout the organization and they must have excellent verbal, written and interpersonal skills.

Timely follow-up by the incumbent will be provided both orally and in writing to patients and family members. The incumbent reports to the Director of Client Relations & Client/Family Partnerships, however, a Client Relations Administrator may provide general direction/support for day-to-day work. This position requires the management of a large caseload of patient inquiries.

**REQUIRED SKILLS AND KNOWLEDGE**:

- Excellent interpersonal skills; ability to establish and maintain effective working relationships with coworkers, department administrative staff, interdepartmental contacts and the general public.
- Ability to communicate effectively both verbally and in writing re: medical terms.
- Ability to multitask, strong technical and keyboarding skills. Experience with word processing, database and spreadsheet software programs required.
- Strong knowledge of medical communications including: Practice Guidelines from CASLPO, Policies, Procedures that of the College, Regulated Health Professions Act, Code of Ethics.
- Excellent ability to present medical information / public speaking.
- Ability to gather information effectively, synthesizes it, and makes triage-related decisions (independently and/or with support from Patient Relations Coordinators & Director).
- Ability to plan and organize the workflow in a busy office environment.
- Ability to be self-directed in accomplishing a decision with resolution.
- Resourceful in problem solving.
- Ability to train and guide other lower level employees.
- Ability to review financial and operational reports to produce custom reports, trending reports and analyses.
- Ability to be organized and flexible in response to changing demands. Ability to handle a high volume of work under pressure.
- Ability to make appropriate and timely decisions.
- Ability to maintain information confidential in nature.

**Job Types**: Part-time, Fixed term contract
Contract length: 12 months
Part-time hours: 40 per week

**Salary**: $54,472.00-$62,555.00 per year

Flexible Language Requirement:

- French not required

Schedule:

- Mo