Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Emergency Response team is the primary contact for all urgent telephone calls made by PSWs, nurses and Rehabilitation Service Providers. The ERT provides coverage and support for TA and Coordination queues where needed, handling inquiries from clients, caregivers, funders, front line VHA staff and service providers, and VHA partners & subcontractors. Key functions include telephone support, caller follow-up, handling complaints and emergency calls, managing service changes, addressing general inquiries, maintaining the client database, and communicating with VHA staff.

Responsibilities

Provides call answering, handling highly sensitive and confidential inquiries related to clients and healthcare providers, aiming for one call resolution
Responds to all urgent and routine telephone inquiries from the Clients, Caregivers, Community Partners, Funders, Personal Support Workers, Nurses, and Rehab Service Providers
Maintains client database in accordance with VHA’s IC&CC standardized procedures
Works in collaboration with VHA’s Leadership Team to identify and streamline unusual or high call volume periods
Provide administrative assistance on projects as required and assigned

Requirements

Post secondary school education/training combined with practical experience
Effective communicator with superior telephone skills and the ability to deal effectively and courteously with clients, funders and employees by demonstrating excellent customer service skills
Demonstrated ability to effectively deal with or diffuse caller conflicts and complaints, excellent listening skills
Culturally competent, interacting effectively with diverse stakeholders with a wide range of communication skills, knowledge and understanding of the home care system
Able to communicate and document in an effective, timely and efficient matter with clients
Proven track record of strong punctuality
Strong attention to detail and the ability to deal with multiple priorities
Strong computer skills with proven speed and accuracy (50wpm) and experience and a keen desire to learn and utilize new software/electronic applications
Satisfactory completion of technical skills testing is required (typing test, MS outlook, excel and word)
Strong team player and can work effectively under pressure, adhering to deadlines
Comfortable working in a constantly shifting environment as VHA responds to changes in client needs and staff availability
Proven organizational and effective problem-solving skills
Demonstrated efforts to continuously develop and upgrade skills and achieve personal and organizational performance targets

Skills

Medical terminology is an asset
Knowledge of GoldCare is a definite asset
Ability to converse in a second language is a definite asset
Experience and familiarity with Call Centre procedures is preferred

Location

Ontario

Work Type

Full-time
Part-time
Casual

Experience Level

Entry Level

Education Level

Post secondary school education/training

Salary/Compensations

$22.96 – $27.12 /hour

Benefits

Benefits and pension plan for permanent eligible employees
Compensation for education and professional development
Comprehensive orientation and training
Mentorship and peer support
Career development opportunities
Employee and family assistance program
Wellness resources
Perks & discounts
Staff & service provider events
Paid orientation

About the Company

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario.
Our team is made up of close to 3,000 caring and committed professionals.
VHA is a leading learning organization.
VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.
Since 1925, VHA Home HealthCare has lent a helping hand to people in the community.
As a not-for-profit charitable organization, we support seniors, families, people with disabilities and those living with chronic or terminal illness to live as independently as possible.
We offer high-quality, multilingual services in southern Ontario and our work environment focuses on supporting clients and staff through client-centered care, well-connected health care teams, and continual improvement.
VHA offers opportunities to advance your career with an industry-recognized leader in care that truly values its clients and its people.
We offer the opportunity to join a leading charitable organization you can be proud of with over 95 years of experience providing high quality care.
We invest in our staff, offering continuous opportunities for learning, competitive compensation and paid orientation, a confidential and free Employee Assistance Program, and more.
We foster a supportive, and respectful team environment where we all thrive.

Equal Opportunity

VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer.
We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA.
We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience.
VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups.
If you require any accommodation, please let us know in advance as we are happy to comply.