Client Intake Specialist

Bayshore HealthCare; Mississauga; On-site; CAD 42,000 - 65,000; Full time

Job summary

Bayshore HealthCare in Mississauga is seeking an Intake Specialist to manage inbound and outbound calls, assess client needs, and direct inquiries to the appropriate Bayshore service. This hybrid role reports to the Client Experience Manager and supports the intake team.

You will record client information in our CRM, coordinate assessments with local Home Health branches, and ensure compassionate, accurate information flow to families and referral sources.

Qualifications

• University/college education or equivalent.
• Excellent interpersonal and communication skills.
• Able to multi-task and handle phone notes.

Responsibilities

• Respond with compassion to callers seeking Bayshore services.
• Understand caller needs and direct to appropriate Bayshore offering.
• Manage inquiries and book assessments with local Home Health branches.
• Record client information in CRM accurately.
• Provide effective and efficient service over the telephone.
• Complete other tasks as requested.

Skills

Interpersonal skills

Communication

Empathy

Typing speed

Phone etiquette

Multi-tasking

Independent worker

Growth mindset

Education

University/College degree or equivalent

Tools

Word

Excel

Job description

JOB SUMMARY

The Intake Specialist, under the direction of the immediate Supervisor, will be responsible for managing inbound and outbound calls. He/She will be a caring and results oriented individual who is able to interact with potential clients, families and referral sources. He/she will also contribute to other activities as necessary to support the Intake Team.

DUTIES AND RESPONSIBILITIES

• Respond with compassion and empathy to callers looking for information about services provided by all Bayshore HealthCare divisions.
• Understand caller’s needs and provide direction as to the appropriate Bayshore offering.
• Manage the inquiry process. Provide information about Bayshore services to families; book assessments with local Home Health branches; provide consistent follow up with families and branches.
• Accurately record client information in our CRM to ensure up-to-date family information and status.
• Provide effective and efficient service over the telephone.
• Complete other tasks as requested.

REPORTING RELATIONSHIPS

The Client Intake Specialist reports to the Client Experience Manager as designated by the Managing Director. Work Location : Hybrid role at Bayshore Healthcare, National Services Centre Office Availability: Evenings and Weekends

QUALIFICATIONS

Education: University/College education or equivalent combination of education and experience.

• Exceptional interpersonal and communication skills. Must be compassionate and caring.
• Strong computer and typing skills necessary, including Word and Excel.
• Ability to multi-task; talk on the phone and take notes on the computer.
• Ability to work under pressure.
• Ability to work independently within a team environment.
• Demonstrate a growth mindset and ongoing learning.

Other Skills and Abilities

• Ability to handle difficult situations in an objective consistent format; excellent telephone communication skills and commitment to continual learning; above average communication and problem-solving skills.

STANDARDS OF PERFORMANCE

The Intake Specialist must demonstrate ongoing competency in completing all duties and responsibilities of this job description, in response to changes by the regulating body, as well as agreed upon specific goals and objectives. Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case‑by‑case basis.

“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.” Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.