• Job Description

  Req#: R107625

  Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

  What Ontario Health offers:

  Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

  Fully paid medical, dental and vision coverage from your first day

  • Health care spending account

  • Premium defined benefit pension plan

  • 3 personal days and 2 float days annually

  • Individual contributors start at 3 weeks’ vacation, and 4 weeks at 2 yrs.

  • Career development opportunities

  • A collaborative values-based team culture

  • Wellness programs

  • A hybrid working model

  • Participation in Communities of Inclusion

  Want to make a difference in your career? Consider this opportunity.

  Here is what you will be doing:

  The Ontario Health Contact Centre is the first point of contact for phone and email inquiries about the work of Ontario Health. Individuals contact the Ontario Health Contact Centre to get information about Ontario Health’s provincial cancer screening programs, cancer care, the Ontario Renal Network, healthcare provider reports and inquiries to support Indigenous populations.

  Reporting to the Contact Centre Team Lead, the Coordinator, Client Services is responsible for providing direct support to the public, healthcare providers and health system partners. The Coordinator responds to inquiries and issues related to Ontario Health’s programs, tools and services including the Ontario Breast Screening Program, Ontario Cervical Screening Program, Ontario Lung Screening Program and Colon Cancer Check, cancer care and the Ontario Renal Network. The Coordinator provides this service by responding to inbound calls, voice mails, faxes and email inquiries.

  The Coordinator is also responsible for attaching cancer screening participants with positive fecal immunochemical test (FIT) results to a primary care provider to support appropriate follow-up. This support for unattached participants is a legislated responsibility of Ontario Health that is fulfilled by the Coordinator. The Coordinator also supports Ontarians in receiving cancer screening result letters that are unmailable by reviewing and resolving mailing issues.

  The Coordinator, Client Services plays an important role in supporting the public, healthcare providers and health system partners by maintaining a broad knowledge of Ontario Health programs, with the ability to manage complex, clinical and health-related inquiries with empathy, sensitivity and professionalism.

  Here is what you will need to be successful:

  • 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 Ontario Health program information, policies, standard procedures, products and initiatives;

  • Uses internal Ontario Health information systems effectively to identify information to respond to public, healthcare provider and health system partner inquiries;

  • Uses caller’s personal health information to support inquiries related to their cancer screening;

  • Answers inquiries and issues from Ontarians, program partners, primary care physicians and their staff regarding Ontario Health programs, tools and services including cancer screening programs, cancer care and drug funding inquiries and general Ontario Health inquiries;

  • Attaches cancer screening participants with positive fecal immunochemical test (FIT) results to a primary care provider to support appropriate follow-up;

  • 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 customer 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 positive 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.

  Education and Experience

  • An undergraduate degree with a major/minor in healthcare administration, social services, business, or related field preferred.

  • 3 to 5 years’ experience with customer service

  Knowledge and Skills

  • Exceptional customer service skills with experience handling inbound calls in a contact centre in a sensitive manner;

  • Previous experience working with sensitive or confidential information or issues related to privacy such as Personal Health Information (PHI) is preferred

  • Proficiency in MS Office, including Microsoft Word, PowerPoint and Excel is an asset;

  • Experience using Siebel CRM technology is an asset.

  • Superior verbal and written communication skills is required;

  • Comfortable discussing sensitive healthcare related inquiries with clients;

  • Exceptional attention to detail;

  • Team-oriented; works well with others;

  • Open to receiving ongoing feedback from team members.

  • 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.

  • Manage legislated responsibility to attach participants with a FIT-positive result to a primary care provider for appropriate follow-up;

  • Manage personal health information on a daily basis

  Employment Type: Permanent Full Time (2 positions)

  Salary Band: 2

  Location: Ontario (currently hybrid; subject to change)

  All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

  Internal Application Deadline Date: August 20, 2024

  External Application Deadline Date: August 30, 2024

  Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.

  We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.

  #LN-AH1

• About the company

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