As a highly organized and customer service-oriented Service Coordinator, you will :
Accept all referrals and manage queues in a timely manner, picking up the phone in the queue and responding to e-mail requests, and providing accurate information
Follow up with all referrals, tracking clients in referral software
Build relationships with clients and stakeholders
Keep up to date with protocols, procedures and workflows, and ensure correct procedures and SLA targets are met, depending on the type of intake and contract
Ensure that set team goals are achieved by providing optimal service
Demonstrate a strong sense of responsiveness in booking the first assessment and follow-ups
Perform accurate, detailed data entry with notes capture
Follow appropriate escalation procedures
Contribute to team success by supporting, and participating in, new staff training
Assist with ad hoc projects
Provide continual feedback on process improvements.
To take on the key role of Service Coordinator Central Intake Team, you must :
Bring 2+ years’ customer service experience in an office environment with client-facing responsibilities
Preferably, hold a college diploma or bachelor’s degree
Be proficient in Word and Excel, and a quick adapter to new processes and systems
Be proactive, solutions-oriented and able to navigate multiple systems and do multiple tasks simultaneously
Communicate effectively, both verbally and in writing
Be a natural team player and contributor to team results and success
Exhibit superior customer service skills that reflect sensitivity to the needs of clients.
Experience in Healthcare, IME, WSIB Sector.