Want to make a difference in your career? Consider this opportunity.
The Cancer Screening Program is part of the Clinical Institutes and Quality Programs Portfolio (CIQP) at Ontario Health. Cancer Screening focuses on the delivery of Ontario’s four cancer screening programs: ColonCancerCheck, the Ontario Breast Screening Program, the Ontario Cervical Screening Program and the Ontario High Risk Lung Cancer Screening program. There are three units that make up Cancer Screening:
- Program Design and Implementation
- Quality Management
The Contact Centre is part of the Operations Team. Each member of the Operations Team is responsible for creating a positive organizational culture and fostering a climate where the passion, creativity and potential of the Operations team is unleashed. Every team member also plays an integral role in advancing the capacity and capability of the Operations team to establish a high-performing, service-centric organization.
The Client Services Representative is an important member of the Contact Centre, and is responsible for supporting the delivery of the four cancer screening program by providing a superior experience through each and every customer interaction – both internal and external to the organization. The person in this position directly impacts service levels, customer satisfaction, and inquiry resolution within a fast-paced work environment.
The primary responsibility of the Client Services Representative is to handle inbound telephone and email inquiries from participants, partners and stakeholders of the Cancer Screening Program and CIQP programs. The Client Services Representative is also responsible for responding to inquiries from the general public about Ontario Health or try to help the person find the right services within the healthcare sector. Previous experience in a customer-facing role, preferably healthcare related, with a focus on delivering outstanding customer service, is required.
Here is what you will be doing:
In a contact centre environment, provides best-in-class customer service while responding to all inbound inquiries, both verbally and in writing, within established service level and quality guidelines;
Masters and remains current on program information, policies, standard procedures, products and initiatives;
Uses internal Ontario Health information systems effectively to identify information to respond to customer inquiries;
Answers inquiries from Ontarians, program partners, primary care physicians and their staff regarding screening program initiatives and general Ontario Health inquiries;
Accurately logs all inquiries in the information management system for resolution and reporting;
Assists with maintaining a centre of excellence through quality program participation;
Works with other client service representatives to develop, review and maintain frequently asked questions to support effective, consistent responses to all inquiries;
Assists in maintaining standard operating procedures;
Follows protocols for escalating issues that may arise through calls or in emails;
Ensures robust risk management environment is maintained by strict adherence to all policies regarding the protection of Personal Health Information (PHI);
Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested;
Actively contributes to a fun team atmosphere with high levels of engagement and morale;
Upholds the importance of core values and culture by participating in team building events and contributing to strong communication among team members; and
Contributes to organizational initiatives, as appropriate, to enhance the organization’s mission, values and goals.
Here is what you will need to be successful:
Education and Experience
Superior verbal and written communication skills is mandatory;
Exceptional customer service skills with experience handling inbound calls in a contact centre in a sensitive manner;
Comfortable discussing sensitive inquiries related to breast, cervical and colorectal cancer screening with clients;
Demonstrated ability to manage multiple tasks in a hands-on manner, prioritizing, adjusting and responding to issues as needed;
Proven ability to define problems, evaluate alternatives and identify solutions while adhering to policies, procedures and guidelines;
Previous experience working with sensitive or confidential information or issues related to privacy such as Personal Health Information (PHI) is preferred;
Exceptional attention to detail is a must;
Focused on being team-oriented with a positive attitude; works well with others;
Being open to receiving ongoing feedback from team members;
Creative and forward thinking with commitment, drive and a passion to succeed;
Passionate about contributing to organizational health, culture, values and team development;
Intermediate skills with Microsoft Word, PowerPoint and Excel preferred; and
Experience using Siebel CRM technology, preferred
An undergraduate degree with a major/minor in healthcare administration, social services, business, or related field preferred.
Must be able to commute to Toronto.
Employment Type: Permanent Full time
Location: Ontario (currently virtual; subject to change)
Internal Application Deadline Date: July 20 2022
Note: As part of the initial recruitment screening process, Applicants must confirm that they are Fully Vaccinated against COVID-19. If Applicants are not Fully Vaccinated, they will be asked to identify any accommodation needs pursuant to a protected ground under the Code. If no such accommodation is identified, the Applicant will not be eligible to proceed through the recruitment process.
All applicants must be a resident of Ontario to be considered for roles at Ontario Health