Client Intake Specialist

6 months ago

Mississauga, Canada Bayshore HealthCare Full time

Job Description

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also Canada’s Best Employers Forbes 2023 list.

Under the direction of the Client Experience Manager, the Carepath Intake Specialist is accountable for providing exceptionable client service that encompasses a solid knowledge of the Carepath and Bayshore programs. Who portrays compassion and is an empathetic listener to potential clients, family members and referral sources. This position has a hybrid schedule with on-site requirements at Bayshore Healthcare, National Service Centre, 2101 Hadwen Rd, Mississauga, ON L5K 2L3, with shifts that include mandatory weekends.

Responsibilities:

Carepath Inbound Calls
• Respond to individuals calling to inquire about a Carepath program
• Provide overview of program, answer questions
• Verify eligibility
• Enroll individual into program, entering all required data fields 
• Email consent, send welcome package, notify Carepath Administrator and Director of the program

Carepath Outbound Calls
• Respond to individuals calling to inquire about a Carepath program
• Provide overview of program, answer questions
• Verify eligibility
• Enroll individual into program, entering all required data fields 
• Email/send consent, notify Carepath Administrator and Director of the program

Bayshore Private Inquiries
• Respond to callers looking for information about services provided by all Bayshore HealthCare divisions.
• Understand caller’s needs and provide direction as to the appropriate Bayshore offering. 
• Manage the inquiry process. Provide information about Bayshore services to families; book assessments with local Home Health branches; provide strong follow up with families and branches. 
• Accurately record client information in our CRM to ensure up-to-date family information and status. 
• Provide effective and efficient service over the telephone.
• Provide information regarding funding options as necessary.

Other 
• Support internal/external audit process.
• Manage flow of information.
• Adhere to Bayshore and Carepath Policies and Procedures. 
• Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System. 
• Participates in proactive Health & Safety activities while performing all duties. Is responsible for notifying the immediate Supervisor of any Health & Safety risks or concerns. 
• Maintains confidentiality of client and corporate information. 
• Complete other tasks as requested.

Reporting Relationship

The Carepath Intake Specialist reports to the Client Experience Manager as designated by the Managing Director. 

Job Qualification

Qualifications
University/College education or equivalent combination of education and experience.

Experience 
Experience within a call center/customer service environment. Exceptional interpersonal and communication skills. Demonstrated ability to assess individual and family situations, develop solutions based on family needs, and handle difficult situations objectively in a consistent format. Demonstrates solid knowledge of positioning and selling solutions to businesses or consumers. Portraying compassion and caring is a must. Experience within a healthcare environment is preferred.
Able to work independently and as part of a team; perform and prioritize multiple functions and tasks. Able to complete duties with minimal supervision, complete tasks maintaining a high quality of work with the ability to multi-task, talk on the phone and take notes on the computer. Professionalism, judgment, and discretion are essential in dealing with confidential and sensitive matters.

Other Skills and Abilities 
Ability to work independently and as part of a team. Excellent telephone communication skills and commitment to continual learning; above-average communication and problem-solving skills.
Strong computer and typing skills are required, with knowledge of personal computers and related software such as Windows, including Word and Excel. French language skills are a definite asset. 

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