Administrative Assistant, Client Services

Job Description

The Client Services Administrative Assistant is responsible for supporting the operational success of providing client-centered care, including referral management for all contracted services, creating new client files and processing referrals, ensuring accuracy of the electronic client record, liaising with community partners and funders, providing support with billing and financial reports as well as monitoring risk and safety reports. The Client Services Administrative Assistant is passionate about achieving organizational results and strives to attain these results through effective communication, problem solving, time management and multi-tasking.

**We are looking for**: two full-time, permanent Client Services Administrative Assistants.

**Salary**: Commensurate with experience.

**Hours of Work**: 34 hours/week. This role contributes to a rotational schedule that requires availability for the following shift times Monday to Thursday; 8:30am to 4:30pm and 12:30 to 8:30pm and Fridays; 8:30am to 3:3pm. Work on stat holidays is occasionally required. This is a hybrid work from home role.

**Reports to**: Reporting to the Manager, Client Services.

**Responsibilities**:
Referral Management
- Accept referrals according to referral acceptance guidelines and direction from management
- Process all new client service referrals from multiple funders received via Health Partner Gateway, including HCCSS contracts for personal support services, Assisted Living, community referrals for Social Work services, Exercise and Fall prevention classes and Better Living referrals for homecare services.
- Make referrals and service requests to appropriate departments and staff
- Escalate issues or problems as appropriate to colleagues or Managers

Client File Maintenance
- Create Client File into electronic client system, and associated filing requirements
- Update client files following standard protocol, including uploading with relevant documents
- Discharge clients following standard protocol
- Ensure accuracy of client file

Service Continuity & Funding
- Monitor Health Partner Gateway to ensure 100% compliance with referral acceptance rate
- Enter all funding according to funder specifications
- Liaise with external funder(s) to clarify funding and service requirements as needed
- Upload required reports and documentation to Health Partner Gateway within required timelines to ensure 100% compliance with timely reporting
- Complete billing, rebilling and billing rejection tasks as per funder requirements. Investigate funding errors and liaise with appropriate team members to ensure error corrections.

General
- Participate in quality improvement activities to improve processes and facilitate work flow of Client Services
- Participate in special projects as required by Manager
- Lead by example and demonstrate the organizational values in all personal behaviors
- Provide customer support to internal and external customers
- Consistently, follow through on all assigned tasks, on time and in a high quality manner
- Support the operations of Client Services by updating team documents, contact lists and schedules as required.
- Support with the generation, distribution and/or completion of reports such as referral acceptance sheet; create schedule report; 5 day wait time follow up; taxi verification report; weekly standard verifications.

Team Participation and Demonstration of Leadership Skills
- Collaboratively identify daily and weekly priority tasks and participate in task delegation and assignment
- Support the organization’s vision and departmental goals/objectives by performing work in a high quality manner and identifying opportunities to improve work in direct alignment to Circle of Care’s goals
- Contribute to creating a team environment that fosters and develops effective working relationships and high performance; Speak up and express thoughts and ideas clearly, directly, honestly, and with respect for others and for the work of the team
- Take initiative to help make things happen on a team and volunteer for assignments that will help the team achieve success. Take advantage of learning and developmental opportunities to improve skills, competencies and attitude
- Support team members and colleagues by providing encouragement, assistance and celebrating successes
- Lead by example, by demonstrating a positive attitude, a strong work ethic and a willingness to learn and be flexible in the face of change
- Actively participate in the Client Services Department, collaborate with, and provide solutions/support to team members to achieve strategic goals and objectives

Risk, Health and Safety Management
- Identifying and reporting health and safety incidents and concerns in a timely manner to the appropriate supervisors and/or funders, documenting incidents in EasyCare and escalating appropriately to the designated supervisors as outlined in the Client Safety Reporting policy (C.01.38).
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