Customer Support Specialist

Acclaim Health; Speers; On-site; CAD 28,929 - 30,307; Part time

Job summary

Acclaim Health is seeking a Regular Part-Time Customer Support Specialist to join the Private Care and Customer Support department at the Speers Road office. The role requires a minimum of two shifts weekly and availability every other weekend, with varying weekday and weekend shift times.

Primary duties include handling inbound calls, resolving issues, updating AlayaCare notes, coordinating referrals, scheduling visits, and maintaining accurate client records while collaborating with the health

Qualifications

• Minimum 1 to 2 years office and customer service experience.
• One year Community College, Business Administration Program or equivalent.
• Strong communication and interpersonal skills.
• Effective listening skills.
• Working knowledge of Microsoft Office and AlayaCare.
• Knowledge of the organization and services.
• Good organizational skills.
• Proven ability to multi-task and meet deadlines.
• Demonstrated ability to work independently and collaboratively as a team member.

Responsibilities

• Respond to all incoming telephone calls and provide information.
• Resolve service issues by clarifying the customer’s complaint, determining the cause, and explaining the best solution.
• Reroute unresolved calls to the most appropriate person and/or department.
• Update client notes in AlayaCare as required.
• Process patient/client cancellations and communicate to the appropriate team member or department.
• Process appointment time changes in AlayaCare for Community Clinics.
• Initiate Private Care Referral Form and schedule initial Private Care visit.
• Communicate with health care team, LHIN and external partners.
• Explain complex information to the Supervisor/Manager as needed.
• Update client information in the electronic health record in AlayaCare.
• Maintain an accurate and confidential filing system.

Skills

Customer service

Communication skills

Multi-tasking

Organization

Education

Diploma in Business Administration

Tools

Microsoft Office

AlayaCare

Job description

Description

Acclaim Health announces the availability of one (1) Regular Part-Time Customer Support Specialist position working in the Speers Road office in the Private Care and Customer Support department. This position requires the individual to be available to work a minimum of 2 shifts per week and every other weekend. Shift times may vary. During the week you may be asked to work 4pm - 8pm or 4pm-11pm. On the weekends, shift times vary from 7am-3pm, 12pm-8pm or 3pm-11pm.

Pay

$20.51 - $22.45 per hour

Primary Functions

• Respond to all incoming telephone calls and provide information
• Resolve service issues by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to reach a resolution and expediting correction or adjustment
• Reroute unresolved calls to the most appropriate person and/or department of Acclaim Health
• Update client notes in AlayaCare as required
• Process patient/client cancellations and communicate to the appropriate team member or department
• Process (Community Clinics only) appointment time changes as required in AlayaCare
• Initiate Private Care Referral Form in AlayaCare and schedule initial Private Care visit with Manager, Private Care
• Communicate effectively with all members of the health care team, LHIN and other external care partners
• Communicate complex patient/client information and situations to the appropriate Supervisor/Manager
• Effectively communicate changes and/or information to team members
• Update client information into the electronic health record in AlayaCare
• Maintain an accurate and confidential filing system

Position Requirements

• Minimum 1 to 2 years office and customer service experience
• One year Community College, Business Administration Program or equivalent
• Strong communication and interpersonal skills
• Effective listening skills
• Working knowledge of Microsoft Office and AlayaCare
• Knowledge of the organization and services
• Good organizational skills
• Proven ability to multi-task and meet deadlines
• Demonstrated ability to work independently and collaboratively as a team member

Additional Requirements

Must be legally eligible to work in Canada

Equal Opportunity Employer

Acclaim Health is an equal opportunity employer and is actively working towards a more inclusive, diverse and equitable world. We recognize that our work environment is stronger - and our care more effective - when it includes people of equity-seeking groups, including those of varying race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, family status or disability status.

Recruitment Process

Should you require accommodation during the recruitment and selection process, please inform human resources so we can ensure your equal participation in this process. Please note - only those applicants selected for interview will be contacted.