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Customer Service Representative
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Altum Health is a department within the University Health Network with over 300 employees across several sites (Toronto, Cambridge, Barrie, Hamilton, Oakville, Ajax, Mississauga, Vaughan, Brampton, Oshawa, and Scarborough). We offer a full continuum of prevention, rehabilitation, and health care services to third party payors and individuals, including the Workplace Safety and Insurance Board (WSIB), employers, and insurers.
At Altum Health, we believe in providing "The Right Care. Always." by offering client-centered services that address the physical, psychosocial, and behavioral issues related to injury or illness. We actively participate in outcomes data collection, analysis and reporting, continuous quality improvement and the education and training of the next generation of health and service professionals. Altum Health services prevent and manage acute and chronic injury as well as co-morbid conditions and integrate clients back into the workplace and home life. Our services result in positive outcomes and value to our clients and customers.
Job DescriptionUnion: Non-Union
Number of Vacancies: 1
New or Replacement Position: Replacement
Site: UHN West Park Assessment Centre – Altum Health sites when required.
Department: UHN West park Assessment Centre - Altum Health
Reports to: Manager, Assessment Services
Salary Range: $ $28.92 per hour (To commensurate with experience and consistent with UHN compensation policy)
Hours: 37.5 Hours Per Week
Shifts: Monday - Friday
Status: Permanent Full-time
Closing Date: February 10, 2026
We are currently looking for an experienced Customer Service Representative (CSR) (Auto IE) to join and support the UHN West Park Assessment Centre – Altum Health. The CSR is an integral member of the team and establishes the first impression with our clients.
The West Park Assessment Centre – Altum Health site is a high-volume facility, and the successful candidate must be someone who:
- Communicates professionally and effectively
- Demonstrates exemplary interpersonal skills; respectful, listens and is empathetic
- Acts professionally and exercises good judgement
- Demonstrates exceptional organizational, time management and multi-tasking skills
- Has incredible attention to detail
- Adapts to a changing environment and can maintain effective workflow in times of pressure and multiple demands
- Produces high quality accurate work and is dependable
- Understands/anticipates needs or problems and resolves them efficiently and effectively
- Has amazing follow through to ensure that the client, customer and staff expectations are exceeded
- Understands when to escalate issues
Principal Responsibilities include:
Confirmation Calls and Health Pre-Screen Calls Responsibilities:
- Generate daily confirmation call list from WIN (proprietary operating system)
- Contact the claimant and/or their legal representative within specified time-frames
- Inform claimant of assessment details, including time, location, duration, transportation/interpreter details as applicable, clothing requirements, and a reminder to bring medication/documents/government issued ID
- Make multiple calls/email attempts to reach the claimant and/or legal representative. If direct contact is not achieved within specified time-frames, notify the insurer
- Maintain comprehensive notes and ensure messaging is saved to WIN and uploaded to customer communication platforms
- Schedule and confirm interpreter and/or transportation services, as required
- Escalate concerns to the Team and Manager, as required
- Complete daily call log and send to Manager at the end of each day
Responsibilities also include:
- Ensure that all information pertaining to referrals such as cancelled appointments, rescheduling of appointments, changes in claimant and/or insurer information and file closures are dealt with in a timely manner by updating WIN, customer platforms, notifying all parties, and rescheduling if necessary.
- Ensure interpreters, transportation are arranged and confirmed where applicable.
- Knowledge and understanding of legislative time-frames with respect to Intake tasks/functions. Ensuring tasks are carried out in a timely manner to avoid financial ramifications for the Assessment Centre.
- Effective verbal & written communication with claimants, insurers, legal representatives and other stakeholders.
- Quality Assurance, ensuring accurate and thorough record-keeping. This precision is crucial for compliance and for providing reliable documentation when records are requested, particularly in relation to LAT hearings.
- Communication with Assessors with respect to Assessment attendance:
- Download the weekly schedule and prepare emails to be sent to Assessors and their Admin support for all upcoming assessments.
- Verify the claimant's attendance with Assessors at all locations to ensure whether the claimant attended their appointment in order to maintain accurate records (same day).
- Address any immediate concerns or challenges that may arise onsite, such as scheduling conflicts or issues involving claimants, assessors, interpreters, or assessors, ensuring the smooth and efficient operation of the assessments.
- Ensure attended Assessments, No Shows, or Late Cancellations tasks are processed in WIN accordingly.
- Cross Training for Vacation Coverage and Work Volume Assistance as needed.
- Evidence of good performance history and attendance record.
- Ability to work in a fast-paced environment and prioritize work as required.
- Implement new processes as legislation and guidelines change (at the direction of the Manager).
- Be aware of conditions and measures that may affect the safety of patients, residents, students, employees, volunteers, physicians and visitors including:
- Compliance with the safety standards of the hospital and applicable legislation
- Identification and prevention of safety issues and problems
- Taking corrective action, where possible
- Attendance at safety meetings/training/updates in accordance with the Centre's standards.
- Ability to work in a manner that exemplifies the Centre's core values.
- Completion of Secondary School education required
- Completion of related College diploma and/or certificate preferred
- One (1) year or more of related experience required
- Must be familiar with referral, intake and scheduling processes
- Knowledge of the third party assessment process pertaining to auto insurance
- Experience working in a health care environment an asset
- Excellent organizational and time management skills
- Excellent interpersonal and customer service skills
- Excellent verbal and written communications skills
- Ability to prioritize, problem-solve, and work independently
- Ability to function efficiently in a fast-paced, constantly changing environment to accommodate customer expectations
- Ability to produce high quality work in accordance with UHN West Park Assessment Centre – Altum Health standards
- Ability to maintain confidentiality
- Ability to work well under pressure and use good judgment in assessing difficult situations
- Demonstrated knowledge of insurance legislation
- Excellent computer skills (Microsoft Office Suite) with specific knowledge of scheduling software and adaptability to learning new software/programs
- Excellent proficiency in MSOffice, Adobe Pro
Why join UHN?
In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.
- Competitive offer packages
- Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
- Close access to Transit and UHN shuttle service
- Opportunities for development and promotions within a large organization
- Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)
Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.
