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About the Role
This position is responsible for responding to front-line inquiries from OMA members and the public, documenting concerns, and routing or flagging matters requiring further support. Additional membership services activities may be introduced based on training, operational needs, and demonstrated readiness.
Responsibilities
- Responding to inquiries and complaints from OMA members, the public and OMA staff, ensuring issues are appropriately addressed, resolved, or escalated in accordance with established Response Centre procedures/processes.
- Filtering and disseminating confidential information, providing explanations, and preparing appropriate verbal/written responses based on approved messaging.
- Documenting all member inquiries and issues received by phone or email in the CRM system and, when necessary, updating OMA membership database making necessary edits to member profiles.
- Adheres to all relevant OMA privacy and financial policies while maintaining confidentiality when handling sensitive demographic and financial information.
- Studying and providing feedback on existing knowledge base articles; highlighting any identified gaps to Manager, Response Centre.
- Providing additional logistical support to the membership team as needed.
Requirements
- High School or Community College Diploma in Business Administration or equivalent work experience
- 2-5 years customer service experience.
- 1-2 years previous call centre experience an asset.
- Healthcare industry knowledge an asset.
- A highly organized, team player with a desire to provide superior customer support.
- Strong ability to problem solve issues and escalate when appropriate.
- Excellent communication skills, verbal and written.
- Proficient in Microsoft Office applications (i.e. Excel), Microsoft Teams, Salesforce or similar CRM system, contact centre/telephony system, utilizing internal knowledge resources.
- As a condition of employment, OMA conducts background checks and reference checks for all open positions.
Skills
- Customer service
- Call centre operations
- Healthcare industry knowledge
- Problem solving
- Communication skills (verbal and written)
- Microsoft Office applications (Excel)
- Microsoft Teams
- Salesforce or similar CRM system
- Contact centre/telephony system
- Internal knowledge resources utilization
Location
- Remote
- Toronto head office (as required)
Work Type
- Remote
- Travel as required
Experience Level
- 2-5 years customer service experience
- 1-2 years previous call centre experience
Education Level
- High School or Community College Diploma in Business Administration or equivalent work experience
Salary/Compensations
- $54,965-$58,400
Benefits
- A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
- A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
- An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
- Competitive compensation
- Recognized as a Greater Toronto’s Top Employers for six consecutive years
About the Company
- The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients.
- We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.
- An organization that has been recognized as a Greater Toronto’s Top Employers for six consecutive years.
Equal Opportunity
- The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.
- In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.