Client Care Coordinator

Employment Type: Permanent, Full-time

Compensation: Salary $40,000-$45,000/year plus benefits

Hours: 12:00pm - 7:30pm EST/9:00am-5:00pm PST

Location: Remote - BRITISH COLUMBIA

Reporting to: Client Care Manager

Start Date: As soon as possible

Deadline to Apply: Open until filled

About Hope Air:

In Canada, healthcare is universal. Access is not. Hope Air is Canada’s only national charity providing free travel and accommodations for Canadians in financial need who must access medical care far from home. With 3.2 million Canadians living below the poverty line – including 566,000 children, 191,000 single mothers and 216,000 seniors - access to healthcare is not assured and cost is a huge barrier if you must travel to reach specialists far from home.

The promise of Hope Air is that when it comes to healthcare, no one will be left behind no matter where they live or their financial challenges. Hope Air’s travel and accommodation programs provide patients with an immediate and direct impact on their lives. As a result of Hope Air support, thousands of Canadians each year reach medical care rather than being forced to postpone or cancel medical treatments due to financial constraints. Hope Air’s programs help keep remote and smaller communities vibrant, enabling Canadians to continue to live where they choose regardless of local access to specialized medical care.

About the position:

We are currently searching for a collaborative and service-focused Client Care Coordinator in British Columbia to bring great customer service skills in support of Hope Air patients and caregivers. You've demonstrated an interest and passion for the healthcare, social service or travel agency sector. You will be joining an experienced and dedicated client care team in communicating with patients and arranging travel for patients in need. You are driven to help others in a caring way while balancing daily incoming calls to our organization.

Summary of Responsibilities:

Reporting to the Client Care Manager, you will be responsible for:

1. Answer phone inquiries, providing information about Hope Air’s services to patients, social workers, healthcare workers and other referral sources
2. Intake of travel requests over the phone using Hope Air’s web-based request form
3. Provide status update on travel requests
4. Triaging incoming calls to staff members
5. Logging incoming calls related to medical appointment confirmation using our data management system
6. Logging voicemails and assigning them to staff members using our data management system
7. Communicating with a diverse group of people, including people with disabilities, newcomers to Canada, seniors, parents, social workers, and healthcare workers

Qualifications & Experience:

1. 1-2 years of customer service experience (preferred)
2. Experience in social work, healthcare, or the travel industry (an asset)
3. Passion for public health and patient support
4. Professional and courteous phone etiquette
5. Strong ability to empathize with patients and navigate complex situations with sensitivity
6. Excellent verbal, written, and interpersonal communication skills
7. Exceptional organizational skills and attention to detail
8. Proficiency in Microsoft Office and experience working with databases
9. Fluency in English; bilingualism in English and French is an asset

Working at Hope Air:

1. Team Bonus plan based upon performance and achievement
2. Collaborative and Open team culture where ideas are nurtured and welcome
3. Generous vacation leave
4. Support for ongoing professional development
5. Fulfilling, purpose-driven work, powered by an inspired team of staff, volunteers and other supporters
6. Opportunities for advancement and professional development
7. Team building and social opportunities