Bilingual Information & Referral Representative, Regular Full Time: Labelle, Cornwall, Pembroke

Job Description

Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place.

As a Bilingual Information & Referral Representative, you will provide support for the assigned team in their daily activities to ensure that patients receive prompt, effective customer service.

By applying your health care administrative support experience – you will have the opportunity to play a key role in providing connected, accessible, patient-centered care – and be supported by our collaborative team that includes over 8,000 regulated health care and other professionals.

As a valued team member, your mission will be to help our patients be healthier at home, while you benefit from our supports for professional growth, personal wellness and work-life balance.

What will you do?

Under the general direction of the Manager, Patient Services responsible for Information and Referral including “Champlain healthline”, this position ensures the provision of easily accessible, accurate and comprehensive health and community information to assist and support individuals in making informed decisions and choices. As a first point of contact with Ontario Health atHome, this position provides a gateway to information regarding health and community services/resources available across the Champlain region for the general public, service providers and health care and community partners.

Primary Responsibilities:

• Answer and respond to all incoming calls in a timely, professional and culturally sensitive manner, in the caller’s official language of choice, to determine the nature of the caller’s request and to identify presenting issues and concerns.
• Provide information and referral options to callers and when appropriate, linkages to other related services/resources including Home and Community Care Support Services Champlain Intake Care Coordinators.
• Promote, encourage and provide guidance for access and use of electronic navigation and self-service tools i.e. “Champlainhealthline.ca”.
• Track information regarding I&R calls in accordance with Home and Community Care Support Services Champlain monitoring requirements.
• Ensure confidentiality of caller information.
• Respond to Ontario Health atHome Champlain staff inquiries for day-to-day information needs.

Team/Department: I&R

Hours of work: A rotating shift schedule comprised of eight-hour shifts with various start times between the hours of 8am and 8pm for a total of 70 hours in a two-week period.

FTE: 1.0

Starting Salary: $26.253

Reports To: Manager, Patient Services

Affiliation: CUPE

Office Location: Cornwall, Labelle, or Pembroke

What must you have?

• High school graduation diploma plus,
• Successful completion of 1 year Community College diploma in either Office Administration, Business, Health Administration or equivalent program.
• AIRS (Alliance of Information and Referral Systems) certification, or willingness to become certified within 36 months post hire.
• Minimum 18 months previous experience in a similar customer service or related position in the health, social or business administration fields.
• We have a mandatory COVID-19 vaccination policy. As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date.

What would give you the edge?

• Demonstrated knowledge of office procedures including filing and record maintenance and operation of telephone systems and office equipment.
• Demonstrated proficiency in the use of a variety of computer software applications including e-mail and the internet.
• Demonstrated ability to work with a number of stakeholders including staff, service providers, clients and caregivers.
• Strong oral and written communication skills.
• Demonstrated high level of initiative, discretion and sound judgment.
• Flexible and adaptable with effective problem-solving skills.
• Strong multi-tasking and prioritization skills with a demonstrated ability to perform efficiently in a fast-paced environment with attention to detail.
• Self-directed with the ability to work effectively both independently and as part of a team.
• Effective interpersonal skills demonstrating tact and diplomacy.
• Effective client service skills in establishing and maintaining effective working relationships with others.
• Fluency in English and French is required.

Skills and Abilities:

• Demonstrates and values excellent customer service.
• Communicates effectively - both oral and written.
• Demonstrates active listening skills, (screens calls and conducts fact-finding).
• Demonstrates effective reading and interpretation skills.
• Demonstrates effective problem-solving skills.
• Builds relationships (both internally and externally).
• Works independently and as a team member.
• Works effectively with information/database resources.
• Inputs data efficiently and accurately.
• Fluency in English and French is required.

Hours of Work

Shift: A rotating shift schedule comprised of eight-hour shifts with various start times between the hours of 8am and 8pm for a total of 70 hours in a two-week period.

We offer flexible work options; this position will have a hybrid model of work with a combination of in-office and telework. Location: Can be one of: 4200 Labelle St, Ottawa; 709 Cotton Mill St, Cornwall; 1100 Pembroke St, Pembroke.

What do we offer?

We know wellness is supported with work-life balance. In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer:

• Attractive comprehensive compensation packages and benefits.
• Valuable development opportunities.
• Membership in a world-class defined benefit pension plan.
• Wages are in accordance with the collective agreement between Ontario Health atHome, Champlain and CUPE and start at $26.253/hr.

Who are we?

We are Ontario Health atHome, ready to serve every person in Ontario. We partner with patients and caregivers, family physicians, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centered care.

Why join us?

If you’re interested in driving excellence in care and service delivery, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

Equity, Inclusion, Diversity and Anti-Racism Commitment

Ontario Health atHome is committed to a culture of equity, inclusion, diversity and anti-racism. We are committed to attracting, engaging and developing a workforce that reflects the diverse communities we serve. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.

All applications will be reviewed; however, only those selected for an interview will be contacted. Ontario Health atHome Champlain welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.