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Customer Service Rep

Teladoc Health

This is a Full-time position in Toronto, ON posted February 27, 2019.

The Clinical Operations Support Coordinator role plays an integral part of facilitating case management and supporting Best Doctors members. The Coordinator partners closely with the clinical team to ensure timely and accurate case completion and full member satisfaction. They use their customer service skills and knowledge of Best Doctors services to efficiently manage incoming and outgoing phone calls, transfers to clinicians, schedule intakes and other appointments with clinicians and provide the highest level of service.

What you will be doing:

  • Provide exceptional service to members, represent Best Doctors and our services in a professional, member-centric manner through a variety of communication channels including incoming and outgoing calls, emails and chats.
  • Provide regular case updates, escalate case information as needed and demonstrate an appropriate sense of urgency throughout case management.
  • Work with the case team to ensure support of members, facilitate and expedite cases.
  • Ensure clear, concise and thorough case documentation in the case management system.
  • Gather and confirm eligibility information.
  • Demonstrate empathy and actively listen to members during all interactions.
  • Ensure the highest quality and timeliness for all outgoing BD reports and communications.
  • Schedule member appointments with clinical staff.
  • Research and solicit medical experts utilizing the expert database and clinical recommendations.
  • Ensure compliance with HIPAA rules and regulations with all parties encountered in the process.

What you will bring:

  • High School or equivalent requiredMinimum of 2 years college preferred
  • 3 – 5 years’ experience working in a customer oriented environment preferably in Healthcare
  • Proficient using PC technology software programs such as Microsoft Word, Outlook, ExcelLPN,
  • Nursing Students, Certified Nursing Assistant training a PLUS
  • Bi-lingual English, Spanish or French, a PLUS
  • Demonstrated ability to exceed customer expectations with a focus on issue resolution.
  • Excellent telephonic communication skills.Ability to explain concepts in a clear and articulate manner.
  • Ability to write clear and proficient call synopses.
  • Excellent organization skills with the ability to manage multiple, competing priorities.Ability to adapt to a fast-paced work environment in a growing company.
  • Superior problem solving and organizational skills.
  • Ability to work independently and as part of a team.Superior problem solving skills with ability to make decisions.
  • Comfortable in recommending process changes to management to achieve a better experience for members.

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D