Referrals Coordinator

**Larga Baffin has an exciting opportunity to join our team as a: Full-Time Referrals Coordinator**

**_ Larga Baffin is classified as an Essential Service and is taking all mandatory and recommended preventive measures as per Public Health authorities to ensure the health and safety of all staff and residents._**

**_ A special thank you to all front-line workers for your commitment and dedication to serving those in need._**

Position Overview

The Referrals Coordinator, under the direction of the Manager and Supervisor of Client Care, will primarily be responsible to support all client travel requests and appointment bookings. In addition, the Referrals Coordinator will be responsible for completing a number of administrative responsibilities to support the business. The Referrals Coordinator will be responsible to attempt to calm irate customers by explaining the situation while attempting to resolve the issue to the best of our abilities. This role will also greet customers and discuss type, and quality of services required. This position will always maintain professionalism, tact, diplomacy and sensitivity to portray Larga Baffin in a positive manner.

This position will be required to work closely with Larga Baffin clients, partners and internal departments to ensure efficient and seamless scheduling for client travel and appointments. The Referrals Coordinator must possess high school diploma or equivalent and three years of customer service experience.

Key Responsibilities

Travel & Appointment Coordination
- Arrange air travel for clients and escorts returning north
- Coordinate with Medical Travel offices of the Government of Nunavut Department of Health and Social Services, as well as relevant staff of 3rd party entities to determine accurate client/escort travel and special needs information
- Maintain ongoing communication with Front Office and Dispatch staff on status of clients’ arrivals/departures and upcoming appointments, as well as admissions and discharges from hospitals
- Maintain ongoing communication with OHSNI (Ottawa Health Services Network) staff as needed to determine the needs of clients/escorts in terms of air travel, special needs, and/or ground transportation for upcoming appointments
- Always maintain professionalism, tact, diplomacy and sensitivity to portray the company in a positive manner
- Proactively attend to customer complaints in a professional manner
- Maintain a high level of product and service knowledge

Administration
- Maintain Client Database (Property Management System) with accurate and up-to-date client and escort information pertaining to hospital admissions/discharges, upcoming ground transportation needs, special needs etc.
- Produce client Trip Sheet daily for Larga Baffin’s Transportation department
- Maintain daily Departure and Arrival Logbooks, as well as hotel and hospital lists
- As required, assist Client Care Coordinators in fulfilling duties such as answering phones, generating room access cards, responding to client/escort questions and concerns etc.
- Notify all relevant parties when a client has been issued a warning letter or an ejection notice
- Produce and maintain datasheet for Banned individuals for monthly circulation to relevant parties
- Maintain digital folder for Ejection and Warning letters
- Maintain orderly paper filing system for Client records
- Perform other duties and assist employees and Managers, Client Care & Transportation Services as required.

Invoicing, Billing and Statistics
- Track all visitors/clients whose expenses are not covered under the regular billing system and produce separate invoices as required
- Generate Invoices for regular 3rd party billing on a monthly basis i.e. billing to the Government of Nunavut.
- Produce monthly NIHB (Non-Insured Health Benefits) Occupancy Report for submission to Larga Baffin’s accounting team, as well as Health and Social Services offices in Rankin Inlet
- Utilize Larga Baffin’s Logbooks, trip sheets, room sheets, data base, driver updates, hospital admission lists to confirm client activity for billing purposes
- Conduct quarterly Accounts Receivable audits and support collection activities for unpaid invoices
- Keep accurate statistical data on Occupancy rates and other elements as required by Management

Minimum Job Requirements
- High School Diploma or equivalency
- Two (2) years experience working in an office environment in an administrative capacity
- Excellent communication skills with the ability to communicate well, both written and verbally in the English language
- Strong knowledge of MS Excel, Word and Outlook
- Ability to prioritize and meet daily deadlines in a busy office environment
- Excellent organizational skills
- Ability to make accurate observations and exercise independent judgment and action in a variety of situations (including emergencies)
- Ability to work diligently under mínimal supervisory oversight
- Must possess a basic understandi