Client Intake Specialist

Job Responsibility:

Bayshore HealthCare is one of the Canada's leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada's Best Employers in Forbes 2023 list.

The Intake Specialist, under the direction of the immediate Supervisor, will be responsible for managing inbound and outbound calls. He/She will be a caring and results oriented individual who is able to interact with potential clients, families and referral sources. He/she will also contribute to other activities as necessary to support the Intake Team.

DUTIES AND RESPONSIBILITIES

• Respond with compassion and empathy to callers looking for information about services provided by all Bayshore HealthCare divisions.
• Understand caller's needs and provide direction as to the appropriate Bayshore offering.
• Manage the inquiry process. Provide information about Bayshore services to families; book assessments with local Home Health branches; provide consistent follow up with families and branches.
• Accurately record client information in our CRM to ensure up-to-date family information and status.
• Provide effective and efficient service over the telephone.
• Complete other tasks as requested.

REPORTING RELATIONSHIPS

• The Client Intake Specialist reports to the Client Experience Manager as designated by the Managing Director.

Job Qualification

Education:

• University/College education or equivalent combination of education and experience.

Experience

• Exceptional interpersonal and communication skills. Must be compassionate and caring.
• Strong computer and typing skills necessary, including Word and Excel.
• Ability to multi-task; talk on the phone and take notes on the computer.
• Ability to work under pressure.
• Ability to work independently within a team environment.
• Demonstrate a growth mindset and ongoing learning.

Other Skills and Abilities

• Ability to handle difficult situations in an objective consistent format; excellent telephone communication skills and commitment to continual learning; above average communication and problem-solving skills.

STANDARDS OF PERFORMANCE

• The Intake Specialist must demonstrate ongoing competency in completing all duties and responsibilities of this , in response to changes by the regulating body, as well as agreed upon specific goals and objectives.

PERFORMANCE REVIEW

• Performance will be reviewed on an ongoing basis with a formal or informal review at the end of a three month probationary period and subsequently, on at least an annual basis. Input will be sought from employee, Supervisor, NSC and Field employees, and in addition, will be based on ongoing client feedback and the extent to which performance meets expectations