The Client Care Administrator is responsible for providing administrative support to our clinical counsellors (service providers) within a fast-paced setting. Duties includes assigning and rescheduling client cases, relaying confidential client case information to counsellors and other service providers, as well as answering calls and emails from service providers and other internal customers.
Responsibilities
Coordinating case assignment: 40%
- Assigning appropriate service provider depending on service requested and client’s needs.
- Prioritizing case assignment based on level of urgency.
- Relaying confidential client information to service providers within time sensitive standards.
- Communicating with service providers to relay updated client information and to request information needed to accurately service clients.
- Continuing case assignment throughout in all appointment booking process.
Managing and responding to incoming information requests: 30%
- Responding to incoming calls from service providers.
- Researching the requested case information.
- Various requests such as: updating their availability; reassigning client cases; explaining procedures; directing them to appropriate departments.
- Responding to incoming calls from other internal customers.
- Managing and responding to emails from various internal customers in a professional and timely manner.
Communicating with other teams and departments: 15%
- Consulting with Regional Managers regarding assignment of client cases, including issues such as service provider availability and appropriateness for cases.
- Consulting with members of other Care Access Centre teams regarding client needs.
- Membership in company committees dedicated to specific goals or projects.
Completing administrative tasks: 10%
- Managing and updating important documents and rosters for team use such as the Case Assignment Roster.
- Monitoring client cases for confirmation by service providers and placing reminder calls within standard timelines (including various reports such as P and D reports (where applicable).
- Other administrative and monitoring tasks as required.
Performing other duties as assigned: 5%
Succeeding as a Client Care Administrator will require the following core qualifications and skills.
- Bachelor’s degree, community college diploma or equivalent post- secondary education.
- 0-2 years customer service experience, preferably in a social service and/or office environment.
- Good communication skills and strong command over English and French language.
- Excellent customer service skills.
- Flexibility to work shifts (including weekends, early, late shifts).
- Exceptional prioritizing and multitasking skills.
- Excellent interpersonal skills and ability to work in a strongly team-oriented environment.
- Solid written and oral communication skills, including the ability to communicate clearly to our clients and colleagues.
- Strong computer skills including familiarity with Windows applications.
Ability to work in a fast-paced environment with multiple time sensitive deadlines.
Additional Job Description
The Client Care Administrator is responsible for providing administrative support to our clinical counsellors (service providers) within a fast-paced setting. Duties includes assigning and rescheduling client cases, relaying confidential client case information to counsellors and other service providers, as well as answering calls and emails from service providers and other internal customers.
