Bilingual Information & Referral Representative, Regular Full Time: Labelle, Cornwall, Pembroke

Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place.

As a Bilingual Information & Referral Representative, you will provide support for the assigned team in their daily activities to ensure that patients receive prompt, effective customer service.

By applying your health care administrative support experience – you will have the opportunity to play a key role in providing connected, accessible, patient-centered care – and be supported by our collaborative team that includes over 8,000 regulated health care and other professionals.

As a valued team member, your mission will be to help our patients be healthier at home, while you benefit from our supports for professional growth, personal wellness and work-life balance.

What will you do?
Under the general direction of the Manager, Patient Services responsible for Information and Referral including “Champlain healthline”, this position ensures the provision of easily accessible, accurate and comprehensive health and community information to assist and support individuals in making informed decisions and choices. As a first point of contact with Ontario Health atHome, this position provides a gateway to information regarding health and community services/resources available across the Champlain region for the general public, service providers and health care and community partners.

Primary Responsibilities:

• Answer and respond to all incoming calls in a timely, professional and culturally sensitive manner, in the caller’s official language of choice, to determine the nature of the caller’s request and to identify presenting issues and concerns.
• Provide information and referral options to callers and when appropriate, linkages to other related services/resources including Home and Community Care Support Services Champlain Intake Care Coordinators.
• Promote, encourage and provide guidance for access and use of electronic navigation and self-service tools i.e. “Champlainhealthline.ca”
• Track information regarding I&R calls in accordance with Home and Community Care Support Services Champlain monitoring requirements.
• Ensure confidentiality of caller information.
• Respond to Ontario Health atHome Champlain staff inquiries for day-to-day information needs.

Team/Department: Information & Referral

Hours of work: Monday to Sunday - A rotating shift schedule comprised of eight-hour shifts with various start times between the hours of 8am and 8pm for a total of 70hours in a two-week period

FTE: 1.0

Starting Salary: $26.253/hr

Affiliation: CUPE

Reporting to: Manager Patient Services

Office Location: Cornwall, Labelle, or Pembroke

What you must have?

• High school graduation diploma plus,
• Successful completion 1 year Community College diploma in either Office Administration, Business, Health Administration or equivalent program
• AIRS (Alliance of Information and Referral Systems) certification, or willingness to become certified within 36 months post hire and;
• Minimum 18 months previous experience in similar customer service or related position in the health, social or business administration fields.
• We have a mandatory COVID-19 vaccination policy. As a condition of employment, all employees are required to submit proof of COVID-19 vaccination status prior to start date.