Rehabilitation Service Specialist Case Coordinator - West

WCG International Consultants Ltd.; Victoria; Remote; CAD 53,000; Full time

Job summary

A leading consulting firm is seeking a Rehabilitation Service Specialist Case Coordinator to manage the intake process for rehabilitation services remotely. Applicants should have a relevant post-secondary education and at least one year of administrative experience. The role involves liaising with stakeholders, conducting initial participant interviews, and managing data accurately. The position offers a competitive salary, flexible hours, and comprehensive benefits.

Benefits

Competitive starting salary of $52,020 annually

Comprehensive health and dental benefits

RRSP Matching program of 1.5% of base earnings

Ongoing learning and development opportunities

Flexible hours and part-time options

Generous time-off policies

Qualifications

• One year of experience in an administrative role.
• Ability to multi-task and prioritize to achieve program standards.
• High confidentiality awareness and understanding of privacy requirements.

Responsibilities

• Identify referral service expectations and ensure thorough information.
• Initiate first contact with Participants within service standard timelines.
• Accurately complete and update initial data entry into Case Management software.

Skills

Customer Service

Digital Literacy

Bilingual (French/English)

Understanding of Medical Terminology

Education

Post-secondary certificate or diploma in Business Administration or relevant area

Tools

MS Office

MS Teams

SharePoint

Job description

About the role

Location: Work from home in West

Like WCG, you believe in the power of work to transform lives. As a Rehabilitation Service Specialist Case Coordinator (RSS CC), you'll be responsible for the receipt of new Rehabilitation Services and Vocational Assistance Program (RSVP) referrals, triage process, and initial engagement of the Participant. As the first point of contact with the Participant upon referral to RSVP, the RSS CC is customer-service oriented to ensure the participant experiences a positive first interaction. The RSS CC utilizes strong administrative and organizational skills to manage multiple responsibilities and tasks while maintaining accuracy in their work. The RSS CC works effectively and collaboratively with multiple stakeholders including Participants, Veterans Affairs Canada (VAC) Case Managers, Rehabilitation Service Specialists, and the Rehabilitation Service Professional team.

What you'll do

1. Identify referral service expectations, ensuring information is thorough and clearly identifies referral objectives.
2. Ensure appropriate eligibility for service is established.
3. Liaise with VAC referral source regarding incomplete documentation or additional information required.
4. Initiate first contact with Participants within service standard timelines.
5. Provide Participants with high-level details about the program and answer initial questions regarding the program or process.
6. Identify any support or adaptations needed for initial intake interviews to ensure success and participant satisfaction (e.g., environmental modifications, breaks, family attendance).
7. Negotiate and problem-solve to overcome obstacles in booking initial intake interviews within service standards.
8. Provide access to the Participant Portal and contact information for User Support Call Centre and RSSs.
9. Address and resolve issues or concerns promptly; escalate when necessary.
10. Ensure Participants receive initial orientation materials and complete pre-meeting information prior to intake interviews.
11. Accurately complete and update initial data entry into Case Management software.
12. Ensure pre-meeting information received is complete.
13. Communicate any individualized needs to RSSs before intake interviews.
14. Follow escalation processes if timelines are not met or guidance is needed for RSS assignment.

Qualifications: What you bring

• Minimum post-secondary certificate or diploma in Business Administration, Medical Office Administration, or relevant area.
• One (1) year of experience in an administrative role.
• Ability to multi-task and prioritize to achieve program standards.
• High confidentiality awareness and understanding of privacy requirements.
• Strong digital literacy, including MS Office, MS Teams, SharePoint.
• Employment conditional on obtaining Federal Level Security Clearance (Reliability Status).
• Bilingual (French/English) preferred.
• Understanding of medical terminology.

For full job requirements, see the complete Job Description here.

Additional Information

What we offer

• Work from home with a competitive starting salary of $52,020 annually.
• Comprehensive and flexible health and dental benefits.
• RRSP Matching program of 1.5% of base earnings.
• Ongoing learning and development opportunities.
• Flexible hours and part-time options.
• Generous time-off policies supporting work/life balance.
• Make a difference in your work!

ICRSVPFIELD

Diversity, Equity, Inclusion, and Belonging Matter

WCG values diversity and is committed to creating an equitable, inclusive workplace that reflects Canada's diverse population. We strive to attract, develop, and retain employees from diverse backgrounds who have the ability and desire to make a difference. We support individual needs and promote inclusivity and respect.

We are committed to accessible, barrier-free recruitment and selection processes. Please inform us in advance if you require accommodations during the process.

Passion and Lived Experience Matter!

If you lack some credentials but are passionate about this role, please apply and tell us why you would be a great fit. We believe in developing talent and offer opportunities to grow towards employment goals.

Remote Work: Employment Type:

Full-time

Key Skills

Senior Care, Customer Service, Developmental Disabilities Experience, Computer Skills, Microsoft Outlook, Case Management, Computer Literacy, Dispatching, Home Care, Administrative Experience, Social Work, Word Processing

Experience: Years

Vacancy: 1