Job Title: Client Support Specialist

Location: Any CCS British Columbia Office location(Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us)

Work Model: Hybrid Work Model

Salary Band: 4 ($52,000 - $75,000 CAD)

HELP SHAPE THE FUTURE OF CANCER CARE IN CANADA The Canadian Cancer Society works tirelessly to save and improve lives. We raise funds to fuel the brightest minds in cancer research. We provide a compassionate support system for all those affected by all type of cancer, across Canada. Together with patients, supporters, donors and volunteers, we work to create a healthier future for everyone. Because to take on cancer, it takes all of us. It takes a society.

MAKING AN IMPACT This position will primarily focus on providing the client and healthcare professionals support with navigating and accessing the CTAAS-British Columbia (Cancer Travel and Accommodations Services). The CTAAS program is comprised of the Canadian Cancer Society’s Volunteer Driver Program, Travel Treatment Fund (TTF) and Lodge program in BC. Operating under a concierge-style client support specialist delivery model, the role aims to provide exceptional customer service, maintain program standards and compliance, and optimize operational efficiency.

What You’ll Be Doing

• Support clients needing Transportation, Travel Treatment Funds (TTF) and/or Accommodation support
• Provide personalized assistance to clients requiring financial support, transportation, and accommodations for their cancer treatment.
• Guide, assist and verify clients through the eligibility and criteria process for the Lodges, TTF and the Transportation program.
• Complete registration, including information gathering and eligibility, ensuring the completeness and accuracy of client and caregiver information.
• Evaluate and recommend suitable options, overseeing registration and ensuring accurate data input.
• Respond promptly to accommodation, TTF and transportation requests, either completing requisite applications or redirecting clients to self-service application processes as appropriate.
• Provide additional psychosocial support to clients and caregivers through appropriate referrals such as CancerConnection.ca and the Cancer Information Helpline etc.; document and provide referral information to clients by email.
• Maintain professional boundaries and direct medical care questions to the client's medical team.
• Utilize program software systems such as Novus, Ring Central and RDP to make arrangements for clients.
• Escalate system disruptions to the appropriate manager and offer input on operational efficiencies.
• Maintain positive relationships with stakeholders to support lodge and transportation operations.
• Fulfil other duties as assigned to contribute to the organization's overall success.
• Integrated client support coordination
• Maintain Lodge, TTF and transportation standards, policies, and procedures to ensure a consistent and high-quality service.
• Lead by example, demonstrating courageous, united, caring and rigorous behaviour in line with the Canadian Cancer Society values.
• Enforce strict adherence to established procedures and practices, prioritizing client privacy and security.
• Provide input to or adopt continuous improvement efforts across Lodges, TTF and transportation program processes, fostering efficient and effective client support.
• Cultivate and maintain strong relationships with key stakeholders, such as Social Workers, Health Care Professionals, Third-party funding organizations, etc., enhancing the overall client experience.
• Uphold the highest levels of client confidentiality.
• Promote the Canadian Cancer Society’s Story-Centre, referring to appropriate clients' experiences to highlight the impact of the organization's efforts.
• Actively participate in team meetings, training sessions, and integration activities.
• Contribute innovative ideas and plans to enhance client care needs. Engage in training and initiatives to elevate understanding of the client experience, including rural and remote roadmap.
• Delivering exceptional assistance and support
• Address various issues promptly and effectively, such as travel delays, cancellations, complaints, and accommodation changes.
• Facilitate communication between the lodge, TTF and the transportation program.
• Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
• Other duties as assigned

Qualifications

• Demonstrated ability to learn and adapt processes and policies quickly.
• Proficiency in dealing with de-escalation and handling difficult conversations.
• Proficiency in database applications, such as Microsoft Office
• Demonstrated experience in a client-focused, fast-paced environment, preferably in the health sector and ideally in oncology.
• Ability to manage competing priorities, handle a high volume of work, and meet tight deadlines.
• Highly skilled in telephone-based interactions, with a focus on active listening and adapting without visual cues to achieve successful outcomes.
• Ability to communicate in languages other than English is considered an asset.
• Demonstrate empathy, compassion, and the ability to handle highly emotional situations effectively.
• Excellent interpersonal and customer service skills, including nonverbal communication.
• Strong problem-solving and conflict-resolution abilities, with the capacity to adapt to various situations.
• Organizational skills for effective prioritization and task management.
• English is required, French/Bilingualism (French /English) is an asset due to the organization’s nationwide operations.
• Others may apply

What You Can Expect From Us CCS provides impactful opportunities to transform the lives of Canadians affected by cancer. We are devoted to creating an inclusive workplace that celebrates diverse experiences and skills, encouraging all qualified candidates to join us. Our inspiring culture is rooted in our core values and commitment to meaningful change:

COURAGEOUS UNITED CARING RIGOROUS We offer a competitive salary, excellent benefits, including paid parental leave, family sick time, and health insurance—and a fulfilling work environment where your efforts make a meaningful impact daily.

COME AS YOU ARE At CCS, we celebrate individuality and the strength of diversity. We are committed to fostering an inclusive and equitable workplace that empowers everyone. We encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of our organization. Together, we unite Canadians to shape the future of cancer care.

How To Apply Qualified candidates are invited to submit their resume, cover letter and salary expectations by November 05th, 2025 .

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

Other Information CCS is dedicated to employment equity and encourages applications from all qualified candidates . In accordance with the local provincial Accessibility Act , accommodation will be provided as requested throughout the recruitment process . We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles , employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

Privacy Disclosure We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting privacy@cancer.ca . For more information about our privacy practices , visit cancer.ca/privacy.

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