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Organization Overview Would you like to join an organization that provides innovative healthcare services across Canada? We are searching for talented individuals to play an important supporting role within the organization. VON is Canada’s largest, national, not-for-profit home and community care organization. We’ve been offering high-quality, innovative care and supports since 1897. Come work with us - it’s a job that matters!
Req ID 4307 - TPT
Position Title Customer Service Representative
Employee Group Part Time Term Contract
Hours Per Week 18.75
On Call No
Category Admin
Program or Dept. Administration
Job Summary
Within the framework of quality management and located at the VON Hamilton site, the Customer Service Representative (CSR) is the first point of contact for all incoming service requests.

This position receives and processes referrals and responds to phone inquiries from the community, customers, clients, doctors, service providers, and other agencies. General reception duties and related administration. The CSR is responsible for standardized data input and triaging of calls and information to the appropriate persons.
Responsibilities
  • Provides administrative support in the following ways:
    • Receives and triages information in accordance with defined timelines
    • Data entry of referral information and general information in a client database
    • Utilizes appropriate customer service and communication skills to appropriately obtain information from the client/family where applicable.
    • Champions the VON brand through customer service and professionalism
    • Follows standard operating procedures
  • Demonstrates effective time management, planning and organizing of days work activities
  • Refers clients to appropriate areas utilizing established guidelines
  • Works collaboratively within a multidisciplinary team
  • Promotes team involvement in problem solving
  • Performs in accordance with the quality and risk management framework of VON Canada
Functions in accordance with the VON policies, procedures and strategic direction of VON Canada and the branch
Qualifications
  • Medical Terminology certification is required
  • Previous experience in Health Care environment
  • Previous customer service experience in a contact call centre environment would be considered an asset
  • Excellent oral and written communication skills
  • Knowledge of and demonstrated expertise in Microsoft Office applications and scheduling programs
  • Intermediate data entry and keyboard skills
  • Strong organizational skills with an ability to prioritize, multi-task, and deal with competing priorities
  • Demonstrated customer service skills in conflict resolution, problem solving, and critical thinking
  • Current criminal background check will be requested
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    Work Conditions and Physical Capabilities: Fast-paced environment; Attention to Detail; Grip, reach, walk, sit, stand, climb stairs; Repetitive fine hand movements
    Other Relevant Information This is a 6-month contract with the possibility of extension.
    Date Posted 4/16/2013
    City Hamilton
    Province Ontario [ON]
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