Description:
Transportation Specialist
HELP SHAPE THE FUTURE OF CANCER CARE IN CANADA The Canadian Cancer Society works tirelessly to save lives, improve lives and drive collective action against cancer. Together with patients, volunteers, donors and communities across the country, we raise funds to invest in transformative cancer research, we provide a caring support system for everyone affected by cancer and we advocate to governments to create a healthier future for all. It takes a society to take on cancer – and the Canadian Cancer Society is leading the way
MAKING AN IMPACT The Canadian Cancer Society Wheels of Hope Transportation programs provide travel support to those across the country who require help reaching their cancer-related appointments. As a Transportation Specialist, you bring expertise in working with a diverse population from a contact center environment. Your background in community services, client support, evaluation and volunteer relationships will lead to success. While ensuring compliance with established program processes, the Transportation Specialist will support the Wheels of Hope Transportation Program to deliver exceptional customer service to both internal and external stakeholders. This position will work as part of a team supporting staff and volunteers based in multiple locations across the country.
What You’ll Be Doing
- Provide exceptional service to clients and healthcare providers looking for travel or financial support to offset travel costs
- Evaluate the most appropriate services for clients and complete all program registration services including information gathering, acceptance, fee collection and, when required, compassionate assessments
- While maintaining a welcoming environment for clients on the phone, input accurate client, and if required appointment data, into the transportation software
- Ensure all client and caregiver transportation data continues to be current and complete
- Facilitate financial transactions including both registrations and volunteer billing ensuring all privacy and financial policies are strictly monitored and adhered to
- For the driving program evaluate, accept, or decline all trip requests
- Produce efficient and effective schedules, minimizing the number of trips not provided
- Ensure volunteer information is up to date and availability is confirmed on a regular basis
- Respond to various operational issues including re-assignments, delays, cancellations, and complaints
- Seek continuous improvement for all processes pertaining to our three Wheels of Hope programs
- Maintain and communicate current information about treatment facilities in order to support a positive experience for clients
- Ensure client confidentiality
- Highlight for clients, caregivers and health providers other services available including but not limited to the Cancer Information Healthline, CancerConnection, and the Community Services Locator
- Ensure awareness of and referral to CCS Story-Centre to highlight appropriate client or volunteer experiences
- Work in compliance with the provisions of the Occupational Health & Safety Act and its regulations
- Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
- Other duties as assigned
Qualifications
- Post-secondary education and a minimum of 2-years related experience in a client focused/fast-paced environment, or the equivalent combination of education and experience
- Ability to deal with competing priorities, high volume of work, and tight deadlines.
- Highly skilled at telephone-based interactions focusing on active-listening and not visual cues to help guide the call to a successful conclusion
- Must be empathetic, compassionate, a good listener and be comfortable responding to highly emotional situations
- Excellent interpersonal, organizational and customer service skills
- Ability to maintain confidentiality, exhibit discretion where appropriate
- Proficient in database applications
- Advanced geographic knowledge
- Knowledge of the regional hospital systems is an asset
- Ability to communicate in languages other than English is an asset