Customer Services Representative; Weeknights

Circle of Care:
Head Office, 4211 Yonge Street 4th Floor, Toronto, Ontario, Canada

Job Description
The Client Services and Administrative Representative is responsible for supporting & providing excellent customer service to the client and continually improving operational success. The Client Services and Administrative Representative 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: Two Full-time permanent Customer Services Representatives>
Hours of Work: 34 hours per week. Hybrid work from home. One position requires Monday-Thursday 12:30 pm-8:30 pm, and Friday 1:30 pm-8:30 pm. The other position is3 weeks Monday
-Thursday 8:30 am-4:30 pm, Friday 9:30 am-4:30 pm & 1 week Monday-Thursday 12:30 pm
-8:30 pm, Friday 1:30 pm-8:30 pm. Bi-weekly Sunday 8:00 am-4:00 pm required with lieu day following Thursday.

Reports to: Supervisor, Operations

Responsibilities

Referral Management

• 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 and staff.
• Escalate issues or problems as appropriate to colleagues or Managers.

Service Continuity and Funding

• 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 invoices, rebilling and billing rejection tasks as per funder requirements. Investigate funding errors and liaise with appropriate team members to ensure error corrections.

Customer Service, Inquiries and Navigation

• Answers all customer phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
• Listens to customer requests, identifies and addresses the customer’s needs in a timely manner, navigating calls to appropriate departments and/or persons.
• Conduct first level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols, including calling clients, caregivers and recording conversations in the client care system using standardized protocols.
• Proactively trouble shoots client related problems by following organizational standards to address urgent client issues and elevate to Client Services Representatives as per standards. Participate in client schedule verification procedures as required.
• Actively participate in team initiatives and the Client Service Centre team, collaborating with, and providing solutions/support to team members in the department to achieve strategic goals and objectives.
• Demonstrates an effort to continuously improve customer service skills.

Team Participation and Demonstration of Leadership Skills

• Collaboratively identify daily 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 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…