Customer Service Representative

We are hiring a Full-Time Customer Service Representative (Hybrid)

POSITION SUMMARY:

This position is Hybrid and will work at 6745 Century Avenue, Mississauga, dependent on the requirement of the shift. CSR will be responsible for providing efficient and effective customer service to both staff and clients with a focus on building and maintaining positive relationships. All activities are conducted with the policies, procedures and standards of confidentiality of SE Health.

RESPONSIBILITIES:

• Provide schedule planning support to our clients and health care team

• Appropriately schedule staff to ensure continuity of care in the provision of service delivery

• Update and maintain an electronic client database

• File and maintain client records

• Perform data entry of all relevant client, employee and billing information

• Respond to all caller inquiries with efficiency and appropriate urgency

• Provide staffing support to clients responding to last minute scheduling changes

• Provide support to billing activities

• Generate and distribute various scheduling and billing reports

• Investigate and follow up in errors/discrepancies in services ordered or provided

• Investigate and follow up with any billing discrepancies in accordance with SE billing cycles

• Review invoices to ensure accuracy. Make any required changes in Procura

• Follow up with any rejected billing from the HCSS. Seek authorization when applicable.

• Ensure all entries in Procura are verified for billing and payroll deadlines.

• Perform client profile audits to ensure all information and documentation is on file and accurate.

• Follow up with any frontline staff payroll concerns.

• Lead and monitor monthly departmental key performance indicator reports (KPIs)

• Participate in quality improvement projects

• Other office administrative duties as assigned

Requirements:

• Attention to detail ensuring accurate and complete data entry

• Working hours are Monday-Friday and Alternate Weekends and Stat Holidays

• Intermediate data entry/keyboarding skills

• Excellent reading comprehension and excellent verbal communication skills

• Demonstrated customer service skills and problem solving

• Adaptability and the ability to deal with tight deadlines

• Ability to work independently

• Ability to prioritize, multi-task and deal with competing priorities

• Demonstrated creative problem solving is required

• Good personal organizational skills

• Courses in medical administration or health care training are preferred

• Basic computer skills in MS Word and MS Excel are preferred

• Experience using a PC database

About Us:

At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We’re a great place to work, and we hope you’ll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@sehc.com at your earliest convenience.