Intake Receptionist

Schedule: 8AM – 4PM PST / 9AM – 5PM PST  

Job type: Full-time  

Work setting: Remote in BC

Salary: $40-45,000/year 

The Intake Receptionist will ensure a positive first impression of Monarch House for internal (employees) and external (public, vendors, funders) stakeholders. Effectively listening and asking questions to ensure calls and inquiries can be directed to the appropriate person, National Intake Receptionist ensures excellence in customer service in all day-to-day activities. This position plays a critical role in providing warm, professional customer service while supporting smooth and efficient intake and administrative processes nationally.  

Incoming Call Management

• Serve as main point of contact for all incoming calls. 
• Answer calls promptly and professionally, following Monarch House customer service standards. 
• Identify caller needs and determine appropriate next steps. 
• Redirect existing-client calls to Schedulers, CSRs, Clinic Managers, or appropriate departments. 
• Triage urgent calls according to protocol

Client Relationship Objectives

• Provide accurate, courteous information about services, processes, and next steps. 
•  Maintain high standards of professionalism, empathy, and confidentiality. 

Client Inquiry Processing & Scheduling of Intake Calls

• Enter all new client inquiries into the CRM accurately and in a timely manner. Collect essential information such as contact information, location, and service needs.
• Book intake calls for new families with the designated Intake Coordinator. Confirm appointments and provide families with next-step instructions. 
• Update CRM and intake tracking tools. 

Preferred Qualifications:

• 1 year of experience in a call center environment   
• Medical knowledge and/or medical background considered an asset   

Key Skills

• Strong interpersonal skills   
• Results-oriented with problem-solving skills   
• Excellent verbaland written communication skills   
• Excellent time management and organizational skills   
• Excellent listening and observational skills   
• Strong computer literacy with various applications and programs   

What can Monarch House offer you

We are proud of our friendly environment, supportive leadership and the knowledgeable team members who make it all possible. That is why we do everything we can to show our appreciation. Our training, mentoring and education programs will provide you with opportunities for continued learning, support, and guidance whenever you need it.

• Competitive compensation
• Supervision hours for aspiring and provisionally registered clinicians
• Access to mentorship, premium resources, and subscriptions for professional growth and development
• Comprehensive health benefits for you and your family (if eligible)
• Flexible work options: choose from 3-day, 4-day, or 5-day work week (for clinicians only)
• Seamlessly move to different clinic locations across Ontario, Alberta, or British Columbia
• Join our annual Best Practice Day for learning and reflection with our national community of clinicians
• Enjoy Paid Time Off and Wellness Days (pro-rated for hourly staff)
• Exclusive unlimited employee discounts (e.g. hotels, cinema tickets, Apple products and more)
• Mileage covered (for float staff and clinicians travelling to multiple centers and/or the community)

Meet your Monarch House team

Established in 2009 in British Columbia as an interdisciplinary treatment centre for individuals with autism spectrum disorder (ASD) and their families, Monarch House has now expanded its geographic network and services to include the full range of services for individuals with academic, behaviour, communication, learning, motor, physical, speech, social and vocational needs.

Monarch House is a dynamic team of professionals providing challenging career opportunities and fulfilling roles in British Columbia, Alberta, and Ontario. Our professional staff work collaboratively and/or individually with each client and specifically tailor services to their needs. Our services can be provided in our centres, at clients' homes and schools, in the community, and in specialized housing settings. Working with the fields' thought leaders, we conduct our own research and are committed to continuous learning to provide the most effective treatments possible.

Monarch House is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. Your unique perspective is what makes us stronger.

We're a Future-Forward Organization

At Monarch we are committed to innovation and continuous improvement. As a future-focused team, we embrace technology and evolving tools to support our growth and success. We encourage the use of AI and other digital solutions to streamline work, enhance productivity, and stay ahead in a fast-moving landscape.

As such, we value candidates who are comfortable leveraging AI tools to organize their work, solve problems, and manage tasks efficiently. If you're tech-savvy, adaptable, and excited by the possibilities of working smarter with emerging technologies, we'd love to hear from you.

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