Bilingual Client Care Administrator
Morneau Shepell
Toronto, ON - 800 Bay Street
26d ago

Healthy, productive, and engaged employees drive organizational performance and success. Morneau Shepell’s Employee Support Solutions is comprised of industry-

leading programs and services that work together to deliver a unique and holistic Total Health Solution to our clients, helping them engage their people.

Morneau Shepell is also the largest Employee Assistance Program (EAP) provider in the world. Confidential professional support is available to employees and family members in-

person and telephonically, as well as digitally through E-Counselling, Video Counselling, First Chat (online chat), and our My EAP mobile device application, to help resolve work, health, and life challenges.

Our award winning innovations and technology help to ensure that our support solutions are available anytime, anywhere.


The Bilingual 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.


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
  • 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.
  • 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.
  • 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
  • Other administrative and monitoring tasks as required.
  • Performing other duties as assigned : 5%

    Succeeding as a Bilingual Client Care Administrator will require the following core qualifications and skills

  • Bilingual in French and English- oral and written
  • Flexibility to work shifts (including weekends, early, late shifts)
  • Bachelor degree, community college diploma or equivalent post- secondary education.
  • 2 years customer service experience, preferably in a social service and / or office environment.
  • Excellent customer service skills.
  • 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.
  • Job Grade : MS1

    Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours.

    We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

    We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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