Customer Service Representative

Description:

RESPONSIBILITIES:

• Respond and action all external client or funder inbound calls with efficiency, courtesy and urgency
• Escalate client or funder concerns to Supervisor, as appropriate, to ensure timely follow-up
• Receive and respond to incoming referrals within required timelines
• Review each new client referral for completeness and maintain ongoing communication with CCAC, ensuring required information is obtained for each incoming referral
• Rename incoming client referral documents in the web portal and forward to ACS
• Input referral status (e.g., accepts, declines) into the Referral Log
• Input profile of all new clients in scheduling system
• Update existing profiles in Procura with new information

REQUIREMENTS:

• Administrative experience within a fast past office environment
• Familiarity with community health care services and client service coordination experience is an asset
• Ability to prioritize and deal with tight deadlines
• Efficient and accurate data entry skills
• Exceptional organization and time management skills
• Demonstrated customer service skills in conflict resolution, negotiation and problem solving
• Ability to take quick and decisive action
• Strong customer service orientation and skills
• Effective written and verbal communication and reading comprehension skills
• Strong collaborative team skills
• Flexible to work irregular hours, to work days, evenings and weekends as needed
• Proficiency in Procura and ACS is strongly preferred
• MS Office computer skills at an intermediate level
• Relevant post-secondary education (Human/Social Services background preferred)
• Experience with management of multiple databases
• Courses in medical administration or health care training are preferred