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Operations and Customer Support Lead

Canadian Back Institute Operating Limited Partnership

This is a Contract position in London, ON posted February 11, 2020.

For over 40 years, CBI has been working every day to improve the health and enrich the lives of Canadians.

As Canada’s largest provider of community healthcare services, CBI is made up of over 13,000 personal caregivers, physiotherapists, occupational therapists, registered massage therapists, kinesiologists, chiropractors, speech-language pathologists, psychologists, physicians, nurses, dietitians, behavioural therapists, administrators, and professionals.

CBI is set apart by the unique ability to work as an integrated network to foster ongoing learning, enhance best practices, improve access to care for all Canadians and achieve the best outcomes possible for our clients.

With a talented, interdisciplinary team of caregivers and professionals, CBI provides the right services, in the right place, at the right time.

Operations and Customer Support Lead 2020-01-23T16:42:33.421Z OPERA09101 Operations and Customer Support Lead
– London, ON An interesting career opportunity for an inspiring, efficient administration professional to play a vital front-line role within CBI Health Group by ensuring operational excellence and high standards in the delivery of Rehab Outpatient Clinic services.

Based in London, ON, you will lead a small administrative team in ensuring the consistent execution of established systems, structures and processes that lead to superior business performance.

Leading by example, you will provide staff coaching and mentoring, and generally facilitate the efficient daily operation of the hospital clinic, while seeing to it that all processes align with accepted Best Practices in Ontario.

PRIMARY DUTIES As a Operations and Customer Support Lead you will: Provide administrative over site as an extension of a local Hospital’s WSIB Neuro Specialty Program Successfully establish and execute plans to ensure effective operational and financial controls for optimal cash management.

Receive and schedule incoming referrals into the appropriate clinical teams schedules Greets patients, visitors and staff, directing them to appropriate personnel and/or destination/room, providing assistance as required.

Register patients, confirming/validating patient demographic and other required information as appropriate.

Explain department policy and procedures to patients, visitors and staff as necessary Answer the telephone, check and return voicemail messages, send/receive faxes, responding to enquiries within scope of authority, or, directing to most appropriate person.

Prioritize and relay messages for staff and/or patients.

required consent and intake forms are completed correctly and inputted into patient file.

Support the Regional Manager in engagement initiatives, including executing action plans derived from Engagement Survey results, town halls, and advisory committees.

Analyze monthly, quarterly and annual trend data with the Regional Manager, to facilitate effective management of priorities, leverage strengths and succinctly identify target areas for improvement.

Prepare and update patient electronic records with recommendations, lab reports, test results and other pertinent information.

Triage recommendations to the appropriate departments Ensure patient discharges are processed electronically Submit billing to WSIB Establish, implement and maintain effective processes to ensure efficient operation of clinic while on duty Ensure all administrative team members clearly understand their roles and Key Accountabilities, and receive the technical skills training required to meet or exceed expectations.

QUALIFICATIONS To take on the role of Operations and Customer Support Lead, you must have: A related College Diploma, knowledge of medical terminology and/or training in the medical secretarial field Strong interpersonal and communication/customer service skills combined with good problem solving skills when dealing with patients, visitors, families and other program staff Recent clerical experience in a fast paced clinic/health care environment
– scheduling efficiency (clinicians and patients), processing patient records/orders, filing reports, compiling statistical information, faxing Current knowledge of the Microsoft office and other hospital based software preferred Ability to multi task in a fast paced environment Ability to thrive in an environment that may require different activities to be performed on short notice Strong sense of team, in terms of willingness to support colleagues and flexibility Ability to take direction that is provided, while feeling comfortable in requesting clarification About CBI Health Group: For over 40 years, CBI has been working every day to improve the health and enrich the lives of Canadians.

As Canada’s largest provider of community healthcare services, CBI is made up of over 13,000 personal caregivers, physiotherapists, occupational therapists, registered massage therapists, kinesiologists, chiropractors, speech-language pathologists, psychologists, physicians, nurses, dietitians, behavioural therapists, administrators, and professionals.

CBI is set apart by the unique ability to work as an integrated network to foster ongoing learning, enhance best practices, improve access to care for all Canadians and achieve the best outcomes possible for our clients.

With a talented, interdisciplinary team of caregivers and professionals, CBI provides the right services, in the right place, at the right time.

To learn more about CBI, please visit www.cbi.ca.

Check out CBI on Facebook at facebook.com/cbihealthgroup and on Twitter at twitter.com/cbihealthgroup.

CBI Health Group is committed to accommodating people with disabilities as part of our hiring process.

If you have special requirements, please advise Human Resources during the recruitment and selection process.

We thank all applicants; however, only those selected for an interview will be contacted.

To take on the role of Operations and Customer Support Lead, you must have: A related College Diploma, knowledge of medical terminology and/or training in the medical secretarial field Strong interpersonal and communication/customer service skills combined with good problem solving skills when dealing with patients, visitors, families and other program staff Recent clerical experience in a fast paced clinic/health care environment
– scheduling efficiency (clinicians and patients), processing patient records/orders, filing reports, compiling statistical information, faxing Current knowledge of the Microsoft office and other hospital based software preferred Ability to multi task in a fast paced environment Ability to thrive in an environment that may require different activities to be performed on short notice Strong sense of team, in terms of willingness to support colleagues and flexibility Ability to take direction that is provided, while feeling comfortable in requesting clarification To learn more about CBI, please visit www.cbi.ca.

Check out CBI on Facebook at facebook.com/cbihealthgroup and on Twitter at twitter.com/cbihealthgroup.