Team Assistant (SS&P) - Permanent Part-Time

Veterans Health Administration•Toronto, ON

19d•CA$23 - CA$27•Onsite

About The Position

The role of the Team Assistant is essential in maintaining the smooth operation of the Health Services Scheduling Coordination Team. By managing phone calls and providing vital scheduling support, the Team Assistant is vital in ensuring efficient communication and coordination. Regular communication with clients, caregivers, and stakeholders will be an integral part of your responsibilities, ensuring smooth coordination and effective delivery of services.

Requirements

Secondary School Diploma
Minimum of two years related work experience or equivalent (preferably within a Call Centre setting)
Computer skills and knowledge of basic computer software systems
Communication skills, with a focus on phone etiquette and call management skills
Ability to quickly identify caller frustrations and de-escalate.
Ability to effectively diffuse caller conflicts and complaints.
Active listening skills and patience.
Previous experience handling a high volume of telephone calls and inquiries.
Ability to work a rotating shift schedule that includes weekends, evenings, and holidays.

Nice To Haves

Additional call resolution training & experience an asset.
Fluency in additional languages is an asset.

Responsibilities

Assists with emails from staff and funder, phone calls, such as call overflow, replying voicemails, and provide support for urgent situations.
Provides scheduling support for day-only changes (i.e., cancellations, rescheduling, scheduling checks).
Monitors for patient program updates including program discharge or service holds.
Support call escalations to triage phone calls and direct calls appropriately as per established escalation pathways
Support with the creation and maintenance of patient records and databases in accordance with policies and standardized procedures.
Support administrative tasks as assigned related to client services