Job Description

The Client Services and Administrative Representative is responsible for supporting & providing excellent customer service to the client and continually improving operational success. The Client Services and Administrative Representative is passionate about achieving organizational results and strives to attain these results through effective communication, problem solving, time management and multi-tasking.

We are looking for:

A Full-Time Permanent Client Services and Administrative Representative

Hours of Work:

Saturday -Tuesday: 8:00AM to 4:00PM, Wednesday 8:00AM to 3:00PM. This is a hybrid work from home role.

Reports to:

Supervisor, Operations

Compensation

Hiring Salary Range: The salary for this role ranges from $37,000 to $44,000 per year, depending on your skills and experience.

Circle of Care Benefits:

Hybrid Environment:

This is a hybrid position, with a mix of3in-office work and2work-from-home days, offering a balanced hybrid schedule. Ourmain officeat 4211 Yonge Street has subsidized underground parking and islocatedconveniently on the subway line and GO transit.

Health and Dental Perks:

A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

Retirement Savings Plan:

As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

Learning and Development:

We support your continued growth and learning through paid training and professional developmentopportunities throughout your career.

Responsibilities

Referral Management





- Accept referrals according to referral acceptance guidelines and direction from management.
- Process all new client service referrals from multiple funders received via Health Partner Gateway, including OHAH contracts for personal support services, Assisted Living, community referrals for Social Work services, Exercise and Fall prevention classes and Better Living referrals for homecare services.
- Make referrals and service requests to appropriate departments and staff.
- Escalate issues or problems as appropriate to colleagues or Managers.

Client File Maintenance

- Create Client File into electronic client system, and associated filing requirements.
- Update client files following standard protocol, including uploading with relevant documents.
- Discharge clients following standard protocol.
- Ensure accuracy of client file and data integrity.

Service Continuity and Funding

- Monitor Health Partner Gateway to ensure 100% compliance with referral acceptance rate.
- Enter all funding according to funder specifications.
- Liaise with external funder(s) to clarify funding and service requirements as needed.
- Upload required reports and documentation to Health Partner Gateway within required timelines to ensure 100% compliance with timely reporting.
- Complete invoices, rebilling and billing rejection tasks as per funder requirements.



Investigate funding errors and liaise with appropriate team members to ensure error corrections.

Customer Service, Inquiries and Navigation

- Answers all customer phone calls using standard customer focused practices including responding in a timely manner, identifying self and always being friendly.
- Listens to customer requests, identifies and addresses the customer's needs in a timely manner, navigating calls to appropriate departments and/or persons.
- Conduct first level information gathering and triaging for urgent calls as per standards outlined in the Triage Protocols, including calling clients, caregivers and recording conversations in the client care system using standardized protocols.
- Proactively trouble shoots client related problems by following organizational standards to address urgent client issues and elevate to Client Services Representatives as per standards. Participate in client schedule verification procedures as required.
- Actively participate in team initiatives and the Client Service Centre team, collaborating with, and providing solutions/support to team members in the department to achieve strategic goals and objectives.
- Demonstrates an effort to continuously improve customer service skills.

Team Participation and Demonstration of Leadership Skills

- Collaboratively identify daily and participate in task delegation and assignment.
- Support the organization's vision and departmental goals/objectives by performing work in a high-quality manner and identifying opportunities to improve work in direct alignment to Circle of Care's goals.
- Contribute to creating a team environment that

📌 Client Services and Administrative Representative (Toronto)
🏢 Colonial Group
📍 Toronto