Administrative Assistant, Operations

Job Description

The Operations 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 Operations 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: full-time permanent Operations Administration Assistant  
Hours of Work: 34 hours per week.  Week 1: 8:30 - 4:30 Mon-Thurs, Fri 8:30 - 3:30 Week 2: 8:30 - 4:30 Mon - Thurs, Fri 9:30 - 4:30 Week 3: 12:30-8:30 Mon - Thurs and Friday 1:30 to 8:30.  This is a hybrid role.
Reports to: Manager, Operations

Responsibilities

• 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, staff, and partner agencies
• Escalate issues or problems as appropriate to colleagues or Managers
• Tracking of accepted, rejected, and waitlisted inputs

• Create Client File into electronic client system, and associated filing requirements
• Update client files following standard protocol including: uploading relevant documents, placing holds, creating visits, changing visit status, applicable professional case notes, and updating tracking spreadsheets
• Discharge clients following standard protocol
• Ensure accuracy of client file  

• 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 visit verification, invoice, 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 workflow 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 and rejection sheet; create schedule report; 5 day wait time follow up; guaranteed hours; weekly standard verifications.

• 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
• Participating in health and safety processes and procedures
• Monitoring the Risk and Safety Task Console and assigning follow up task consoles to relevant team members including Client Services Supervisors.
• 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.

Qualifications

• Excellent interpersonal, organizational, communication and problem-solving skills.
• Ability to work independently and collaboratively within a team.
• Maintain positive working relationships with others, both internally and externally.
• Excellent time management skills combined with the ability to prioritize make timely decisions and pay attention to detail.
• Flexible to the changing demands of the job.
• Excellent oral and written English communication skills.
• Proficient in Microsoft Office (Word, Excel and PowerPoint)
• Knowledge of community healthcare is an asset
• Ability to work in a high pace environment
• Ability to use good judgment in assessing difficult situations
• Ability to perform routine work independently