Customer Service Representative

Job Description

The Client Services and Administrative Representative is responsible for supporting & providing excellent customer service to the client and continually improving operational success. The Client Services and Administrative Representative 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 Customer Services Representatives

Hours of Work:
34 hours per week. Hybrid work from home.

Position 1
: Monday-Thursday 12:30 pm-8:30 pm, & Friday 1:30 pm-8:30 pm.

Position 2:
3 weeks Monday-Thursday 8:30 am-4:30 pm, Friday 9:30 am-4:30 pm, & 1 week Monday-Thursday 12:30 pm-8:30pm, Friday 13:30 pm-8:30 pm. Biweekly Saturday 7:30 am-3:30 pm required with lieu day following Wednesday.

Reports to:
Supervisor, Operations

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 and data integrity.

Service Continuity and 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 invoices, rebilling and billing rejection tasks as per funder requirements. Investigate funding errors and liaise with appropriate team members to ensure error corrections.

Customer Service, Inquiries and Navigation

• Answers all customer phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
• Listens to customer requests, identifies and addresses the customer's needs in a timely manner, navigating calls to appropriate departments and/or persons.
• Conduct first level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols, including calling clients, caregivers and recording conversations in the client care system using standardized protocols.
• Proactively trouble shoots client related problems by following organizational standards to address urgent client issues and escalate to Client Services Representatives as per standards. Participate in client schedule verification procedures as required.
• Actively participate in team initiatives and the Client Service Centre team, collaborating with, and providing solutions/support to team members in the department to achieve strategic goals and objectives.
• Demonstrates an effort to continuously improve customer service skills.

Team Participation and Demonstration of Leadership Skills

• Collaboratively identify daily 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 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.
• Actively participate in team initiatives and build rapport with team members to ensure a high performing team.
• Participate in special projects as required by Supervisor / Manager.
• Lead by example and demonstrate the organizational values in all personal behaviors.
• 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.
• 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
• Participating in health and safety processes and procedures
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being
• Participating in all health and safety training initiatives on a regular basis
• Taking proactive action against client incidents within your scope of practice
• Being actively involved in the improvement of the reporting system to prevent future reoccurrences
• Developing a plan to identify, manage and/or minimize client safety risks or situations in adherence with risk management operations policies
• Facilitating the planning discussion in the preparation stage prior to disclosure, with the goal of enabling a supportive and effective conversation.
• Promoting a culture of safety by being responsible for encouraging blame-free reporting.
• Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.
• Assessing the severity of an adverse client safety/risk event and determining the best follow-up and developing an action plan following the event. Collaborating with funder (ex. HCCSS) and following any additional processes as required.
• Calling emergency services (911) when the client is at an immediate risk of harming themselves or others, or if there is a serious injury and/or imminent harm.
• Evaluating any potential hazards and identifying clients at risk for adverse health and safety events, taking preventative measures when necessary to minimize reoccurrence.
• Reporting all safety events impacting clients, caregivers and families in a timely and honest disclosure.

Qualifications

• Minimum six months related experience in a Call Centre and/or Customer Service Environment
• Post-secondary education in a communications related field preferred
• Knowledge of community healthcare is an asset
• Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
• Excellent interpersonal, organizational, communication and problem-solving skills
• Excellent time management skills combined with the ability to prioritize make timely decisions and pay attention to detail
• Proven ability to work in a fast paced environment and handle stressful situations
• Ability to use good judgment in assessing difficult customer situations
• Ability to work independently and collaboratively within a team
• Maintain positive working relationships with others, both internally and externally
• Flexible to the changing demands of the job
• Strong problem solving skills with an ability to resolve urgent client situations
• Knowledge of general office practices, procedures, standards, and medical terminology preferred
• Negotiation and conflict resolution expertise is an asset
• Additional language skills are an asset (Russian)
• Weekend availability required