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Customer Service Administrator (Intake) (9:00am-5:00pm) At Bayshore HealthCare

Location: Mississauga, Ontario

Job Description

JOB SUMMARY

The Customer Service Administrator (Intake), under the direction of the immediate Supervisor and alongside team members, handles client care inquiries, schedules client appointments and inputs/maintains data as required for the Specialty Drug Care Program.

DUTIES AND RESPONSIBILITIES
  • Review and enter information from client referrals into CRM database and forward appropriately
  • Receive inbound calls, place outbound calls, transfer calls and take messages from current and potential clients, prescribers and other healthcare practitioners
  • Schedules clients with case managers for care such that there is an appropriate match between the client’s needs and the qualifications, skills and abilities of the Case Managers; promote consistency of care and coordination of services
  • Notify clients and case managers regarding scheduled appointments and document all tasks and phone calls in CRM database
  • Handle and document client concerns and complaints in a timely manner and as appropriate, notify Supervisor; maintain appropriate documentation
  • Provide help and support to the team as needed
  • Participate in data integrity/file cleanup projects as required
  • Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Assurance Requirements and other key performance metrics
  • Assist with training and mentoring of new staff
  • Participate in ongoing internal and/or external continuing education activities
  • Adhere to Bayshore Policies and Procedures
  • Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns
  • Maintain confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
  • Perform other duties as assigned to assist the business as required
Qualifications:
EDUCATION:

Minimum – Secondary School Diploma.

QUALIFICATIONS & EXPERIENCE
  • Experience in Customer Service or Administrative related role
  • Ability to communicate in French is an asset
  • Exceptional interpersonal skills
  • Ability to work independently and as part of a team
  • Ability to meet deadlines
  • Strong commitment to continual learning
  • Demonstrated competency in keyboarding and Windows scheduling software