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    • Deliver WOW Customer Service in every interaction with Clients, Caregivers and Franchise teams, exceeding service standards and call hold times.
    • * Minimum 1 year of experience in patient retention, patient support, healthcare operations, inside sales, account management, telehealth, or contact center…
    • Previous experience in client service, customer support, or healthcare coordination.
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    • Reporting to the Clinic Manager, the Call Centre Representative / Patient Care Coordinator is responsible for answering incoming phone calls, responding to…
    • In this position, you will assist your team in building and maintaining a positive relationship with all clients, new and existing.
    • KPI & Performance Management: Monitor key Call Centre metrics, including call volumes, connection rates, wait times, missed calls, service quality, and other…
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    • Participate in rotational 24/7 on-call services, with potential for weekday overtime.
    • Able to be on-call during evenings and weekends (reliable transportation…
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    • Participate in rotational 24/7 on-call services, with potential for weekday overtime.
    • Able to be on-call during evenings and weekends (reliable transportation…
    • Assists healthcare professionals with the completion of necessary administrative functions and documentations.
    • Report unsafe occurrences and/or practices.
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    • Locate physicians and on-call staff for multiple departments and ensure on-call staff is contacted as quickly and as efficiently as possible within individual…
    • A minimum of 2 to 3 years of customer service experience, preferably in a call centre environment.
    • Experience with CRM software and call centre technologies,…
    • Background in contact center sales leadership and CRM software proficiency is highly regarded.
    • Utilize advanced support technologies and processes engineered to…
    • Non-emergency call-taking / administration Record keeping Transfer coordination Hospital liaison.
    • Emergency Medical Care Inc. (EMC) is a wholly owned subsidiary…
    • May monitor call volumes and participant management software to ensure call and web applications are being handled in a timely fashion.
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Job Post Details

Care Services Specialist
Nurse Next Door
·
3.6
Vancouver, BC
Full-time
Apply on company site

Job details

Pay information not provided
Dental care, Profit sharing
Full-time
Vancouver, BC

Full job description

A Career with Purpose and Heart

YOU LOVE COMING TO WORK. GROW AND DEVELOP WITH US, DOING WHAT YOU LOVE.

Happier Aging Philosophy

At Nurse Next Door, we believe that getting older doesn’t have to feel sad or helpless. Instead, aging should be celebrated. That’s what we call Happier Aging. We bring Happier Aging to everyone: ourselves, our team, our community and the world. Happier Aging starts with you.

Caregiving as a Career

We are redefining the home care industry and are a career destination in North America. We believe in Caregiving as a Career: a career that is respected, valued and offers personal professional growth opportunities.

Caregiving as a Career starts with our People Promise, entered in the belief that you can thrive at work and have fun along the way. This is what we are all about.

We form genuine relationships and support our team members to achieve their wildest dreams through leading with care, our Bold Kindness philosophy.

We’re looking for Care Services Scheduling Specialists to join our team. In this role, you’ll answer inbound calls from Caregivers and Clients, scheduling Client visits with Caregivers.
We are looking to hire awesome team members with flexibility to work evenings and weekends.

What We Offer:

  • Flexible Dental & Medical Health Benefits
  • Personal and Health Spending Accounts
  • Competitive base salary & full time hours
  • Profit-sharing bonus plan
  • Employee recognition and fun!
  • Growth and development

Responsibilities and Duties:

  • Deliver WOW Customer Service in every interaction with Clients, Caregivers and Franchise teams, exceeding service standards and call hold times.
  • Utilize the Alayacare platform for scheduling, follow established workflows and processes, and establish communication channels to promote efficiency and drive accurate data for business insights.
  • Ensure all Caregivers clock in for their visits and escalate no-show situations with a sense of urgency, conducting investigations as required within 22 minutes of the visit start time.
  • Schedule and book Client visits using the scheduling platform at least 14 days out, find the Perfect Match Caregiver for each Client, and complete required documentation.
  • Respond to Caregiver questions regarding schedules and visit offers.
  • Update Client and Client Contacts on any changes to service, keeping accurate and detailed documentation in our system.
  • Resolve Franchise Partner issues with operational excellence in mind.
  • Be an active team member and contribute to process improvement initiatives.
  • Provide fast and easy access to Clients and Caregivers by answering a high volume of inbound calls in 30 seconds or less.

Requirements:

  • A minimum of 2-3 years of experience in a Customer Service role.
  • Strong organizational skills with a proven ability to manage many ongoing tasks.
  • Adaptability to changing schedules and priorities.
  • Excellent verbal and written communication skills.
  • A professional and friendly attitude to quickly develop rapport with clients over the phone.

Nurse Next Door is an Equal Employment Opportunity employer. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a successful career. This commitment applies to all candidates and employees.

Requests for accommodation due to a disability or any other protected characteristic can be made throughout the recruitment process and during employment.

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