Our Mission:

Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Specializing in long term care, assisted living, retirement and home health care. Ontario Medical Supply is partnered for success with Royal Drugs. Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Together, we work towards supporting optimal health outcomes and better quality of life.

Come Join Our Team!

Purpose:

This position is responsible for leading our Customer Service and Customer Care teams, along with Change of Billing, Third Party Billing and Mobility, while collaborating with other departments leads to ensuring superior customer experience.

Location: Ontario Medical Supply, Ottawa

Reports to: Director, Customer Service

No. of Positions: 1

ATR: 4805

Type: Full time, Permanent

Salary: Salary, commensurate with experience

Benefits: Yes

Job Responsibilities:

• Lead and coordinate customer interactions (telephone and email) to deliver a top-tier customer experience.
• Analyze customer and operational trends to facilitate effective planning and forecasting.
• Take proactive approaches to staffing, team development, and operations management, to meet changing customer demands and to ensure a positive customer experience.
• Restructure and reassign daily functions within the team, as necessary.
• Establish and monitor team Key Performance Indicators (KPIs).
• Track customer metrics and utilize a variety of analytical tools and processes to deliver value.
• Collaborate with supervisors, Team Leads and Manager, Infusion Services to support efficient communication by Customer Service staff to patients, OHA staff and OHA contracted agencies staff.
• Collaborate with supervisors and Team Leads to foster compliance with policies and procedures.
• Maintain high level of services in French.
• Stay updated on best practices in customer experience management.
• Collaborate with Operations Managers to improve workflow between departments (back-order releases, order entry cut-off times, etc.).
• Update training manuals to ensure the knowledgebase of team is at optimal level.
• Ensure standards for quality, health and safety are met. Ensure corrective actions are taken on time to reduce customer errors
• Departmental budgeting.
• Coach and mentor Customer Experience team to develop staff for organizational growth.
• Collaborate with Home Care, Transition Care and other LOBs to ensure a positive business environment for OMS

Qualifications:

• 7+ years of experience in a customer / retail environment.
• University / college degree preferred: Degree in Business, Communications, Marketing or similar field.
• Proficient in the use of Microsoft Office applications.
• Experience in the Healthcare industry is an asset.
• Ability to communicate in French Is an asset.

Skills:

• Analytical skills
• Basic financial acumen (forecasting, trend analysis, budgeting)
• Departmental planning
• Organization and time management
• Project Management
• Good written and oral communication and interpersonal skills
• Displays high energy and integrity consistently—motivates others
• Excels at operating in a fast-paced environment
• Quality and Risk Management.

Human Resources:

While we thank you for your interest, only select applicants will be contacted regarding the position.

Ontario Medical Supply is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.