Customer Support Coordinator providing multichannel support for Trupanion partners including clinics and breeders. Role involves real - time assistance and strong customer relations skills.
About the role
- Bilingual Patient Interaction Coordinator managing quality of patient interactions and supporting healthcare coordination. Collaborating with teams and ensuring continuous improvement in patient care practices.
Responsibilities
- Monitor and report on the quality of patient interactions across channels, tracking trends, performance gaps, and insights at individual and team levels, and leading calibration sessions with stakeholders.
- Support the development and continuous improvement of quality standards, documentation, tools, and processes by collaborating with operational teams and recommending enhancements.
- Determine the frequency of interaction monitoring based on team member performance and deliver quality coaching to enhance productivity standards.
- Assist in managing quality monitoring systems, call recordings database, and other supporting tools.
Requirements
- Post-secondary education in a related field or a combination of education and experience.
- 3-5 years of experience in a contact center or patient support environment.
- Experience with quality monitoring and feedback sharing.
- Demonstrable experience in leading change initiatives and collaborating with teams from different professional backgrounds.
- Knowledge of Patient Support Programs would be considered an asset.
- Exceptional ability to identify gaps and opportunities and facilitate process development.
- Proven ability to utilize critical thinking to resolve issues effectively and efficiently.
- Compassionate approach and passion for patient advocacy.
- Strong self-motivation, resourcefulness, and ability to remain calm in stressful situations.
- Ability to work effectively in a self-led environment, handling ambiguity and problem solving independently.
- Interest in acquiring proficiency with reporting tools (Power BI) and Microsoft Excel, with competence in developing reports, analyzing trends, and maintaining dashboards.
- Bilingualism, English and French is a requirement for this role.
Benefits
- Epic Work-Life Balance: Our shifts are limited to days and evenings and closed on holidays
- Growth Opportunities: We’re committed to your professional development. With access to training and continuous learning, you’ll stay at the forefront of the healthcare sector and enhance your analytical skills.
- Vibrant Culture: Our collaborative culture thrives on teamwork, where employee feedback drives us to be better every day. From local activities to national initiatives, we engage our employees in creating meaningful change in the healthcare field.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Service Delivery Manager overseeing travel service operations for International SOS. Coaching teams to deliver exceptional client experiences and operational excellence.
Case Manager role at Teladoc Health ensuring healthcare journey for patients with clinical guidance and member support. Collaborate with a specialized team to enhance member satisfaction and clinical quality across virtual care services.
Mortgage Retention & Growth Advisor helping clients navigate mortgage renewals at RBC. Providing tailored advice and support for homeownership and financial decisions.
Associate in Technology Strategy Consulting at PwC, developing and implementing strategies for business growth. Analyzing market trends and assisting clients in technology investments and initiatives.
Associate in Technology Strategy Consulting at PwC, developing digital transformation strategies for clients and collaborating on technology investments. Experience in consulting required, with proficiency in English and French.
Bilingual Nurse Care Navigator providing clinical support and patient education for Sentrex Health Solutions. Ensures continuity of care and coordinates with patients and healthcare providers.
Bilingual Disability Case Manager supporting Canadian clients through their journey of illness and recovery. Working remotely to assess claims, manage caseloads, and ensure effective communication with stakeholders.
Talent Acquisition Partner shaping recruitment strategies for Tecsys, a supply chain solutions innovator. Collaborating with leadership to enhance recruitment processes and ensure talent quality.
Bilingual Ford Credit Canada Development Program for university or automotive college graduates. Join a fast - paced team, redefining auto financing and embracing future mobility.