Customer Service Specialist Jobs in Mississauga, Ontario, Canada
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Mississauga, Ontario, Canada
Customer Service Specialist
About the role
Job Summary
The Customer Service Specialist, under the direction of the immediate Supervisor, will be responsible for managing inbound and occasionally outbound calls. They will be a caring and results oriented individual who is able to interact with potential and existing clients, families, and prescribers, as it relates to PSS programs and Services. They may also contribute to other activities as necessary to support the Patient Support Services Team.
Duties And Responsibilities
Duties and Responsibilities of the Customer Service Specialist include (but are not limited to):
Respond to callers looking for information about services provided by BSRx and Patient Support Services Understand callers needs and provide direction as to the appropriate Bayshore offering Providing effective and efficient service over the telephone Educate prospective Patients, Prescribers, and clinics about BSRx Services Assist with production of daily reports as required Support outbound calls for the PSS Programs when required Provide information to patients, prescribers and other HCPs as needed concerning the status of Reimbursements, visit scheduling or any other information necessary concerning their Bayshore Services Assist with administrative duties as necessary Support internal/external audit process Escalate calls as necessary based on defined process Manage flow of information Must be able to identify and report adverse events to Health Canada (if applicable) and enter into source system. Report and document adverse events as per pharmacovigilance requirements. Participate in ongoing internal and/or external continuing education activities. Adhere to Bayshore Policies and Procedures. Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project. Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns. Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel. Complete other tasks as requested. Employee will report and document Adverse Events and Product Complaints as per Pharmacovigilance requirement training that is appropriate to their hired role. This training will be required at time of hire and annually. With this knowledge the employee will perform the work as required by their assigned function and will be provided with regular updates as required.
Qualifications
Experience within a call centre/customer service environment Experience with use of computers within a Windows environment Have excellent Customer Service skills (empathetic, problem solver, active listener, patient, tenacious, adaptable, resourceful, positive attitude) Experience within a healthcare environment Ability to work under pressure Ability to work independently within a team environment Excellent interpersonal and communication skills This position requires bilingual proficiency in French and English (spoken and written) due to operational, client, and regulatory requirements. Additional languages a definite asset
Primary Location
ON-Mississauga
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About Bayshore HealthCare
At Bayshore, we believe in creating special moments for our clients each and every day, whether at the bedside, on the phone or in the clinic. These moments touch the lives of our clients and our employees, and they guide the way we run our business. These moments inspire, change and encourage us. They are what we call the Bayshore difference.
Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company.
With over 100 locations across the country, including home care offices, pharmacies and infusion clinics, Bayshore has more than 13,000 staff members and provides care to over 350,000 clients. We are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home. See what some of our clients have to say about their experience with Bayshore. We have been a recipient of Canada’s Best Managed Companies award since 2006.
Chez Bayshore, nous croyons en la création de moments spéciaux pour nos clients, chaque jour, que ce soit à leur chevet, au téléphone ou dans une clinique. Nous cherchons à améliorer la qualité de vie, la dignité et l’autonomie de tous les Canadiens, en fournissant des plans de soins personnalisés et des solutions qui permettent à nos clients de rester dans le confort de leur propre foyer.
Bayshore, une entreprise exclusivement canadienne, est l’un des plus importants fournisseurs de services de santé à domicile et en milieu communautaire au Canada. Avec plus de 100 établissements à travers le pays, y compris des succursales dédiées à la prestation de soins à domicile, des pharmacies et des cliniques de perfusion, Bayshore compte au-delà de 13 000 employés et prodigue des soins à plus de 350 000 clients.
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