The Bilingual Intake Specialist, under the direction of the immediate Supervisor, will be responsible for managing inbound and outbound calls. He/She will be a caring and results oriented individual who is able to interact with potential clients, families and referral sources. He/she will also contribute to other activities as necessary.
DUTIES AND RESPONSIBILITIES
- Understand caller’s needs and manage the calls with compassion and efficiency.
- Manage the Intake process.
- Accurately record client information in system.
- Assist with administrative duties as necessary.
- Support internal/external audit process.
- Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
- Complete other tasks as requested.
REPORTING RELATIONSHIPS
The Client Intake Specialist reports to the Client Intake Supervisor as designated by the Managing Director.
Minimum 5 hours a week, evenings and weekends.
Education
University/College education or equivalent combination of education and experience.
Experience
- Experience within a customer service environment.
- Strong computer and typing skills necessary, including Word and Excel. Previous experience with CRM an asset.
- Ability to multi-task; talk on the phone and take notes on the computer.
- Experience within a healthcare environment preferred.
- Ability to work under pressure.
- Ability to work independently within a team environment.
- Exceptional interpersonal and communication skills. Must be compassionate and caring.
Other Skills and Abilities
Ability to handle difficult situations in an objective consistent format, ability to work independently and as part of a team; excellent telephone communication skills and commitment to continual learning; above average communication and problem solving skills.
STANDARDS OF PERFORMANCE
The Bilingual Intake Specialist must demonstrate ongoing competency in completing all duties and responsibilities of this job description, in response to changes by the regulating body, as well as agreed upon specific goals and objectives.
PERFORMANCE REVIEW
Performance will be reviewed on an ongoing basis with a formal or informal review at the end of a three month probationary period and subsequently, on at least an annual basis. Input will be sought from employee, Supervisor, NSC and Field employees, and in addition, will be based on ongoing client feedback and the extent to which performance meets expectations.
Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.
“At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing.”
Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.
