Customer Services Representative (Auto Ie)

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of groundbreaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

Altum Health is a department within the University Health Network with over 300 employees across several sites (Ajax, Barrie, Brampton, Cambridge, Hamilton, Mississauga, Oakville, Oshawa, Toronto, Scarborough, and Vaughan). We offer a full continuum of prevention, rehabilitation, and health care services to third party payors and individuals, including the Workplace Safety and Insurance Board (WSIB), employers, and insurers.

At Altum Health, we believe in providing "The Right Care. Always." by offering client-centered services that address the physical, psychosocial, and behavioral issues related to injury or illness. We actively participate in outcomes data collection, analysis and reporting, continuous quality improvement and the education and training of the next generation of health and service professionals. Altum Health services prevent and manage acute and chronic injury as well as co-morbid conditions and integrate clients back into the workplace and home life. Our services result in positive outcomes and value to our clients and customers.

Union: Non-Union
Department: Altum Health
Site: Toronto Western Hospital
Reports to: Site Manager
Work Model: On-Site
Hours: 37.5 hours per week
Salary Range: $22.46 - $28.08 per hour
Status: Permanent Full-Time
Closing Date: March 07, 2025

Altum Health Toronto is seeking a Customer Service Representative (CSR) to support our Auto Insurer/Employer (IE) team! The CSR is an integral member of Altum Health and establishes the first impression with our clients.

The principal responsibilities include:

• Providing exemplary and timely client and customer service to our patients, customers, staff, and consultants
• Effectively and efficiently managing referrals
• Medical documents management, optimizing daily operations, participating in quality assurance and improvement activities, performing statistical and data collection/reporting activities
• Performing administrative site support activities
• Works with the Auto IE/Employer Manager and Clinical Practice Leader (CPL) to achieve program-based goals

The Toronto site is a high-volume facility, and the successful candidate must be someone who:

• Communicates professionally and effectively
• Demonstrates exemplary interpersonal skills; respectful, listens and is empathetic
• Acts professionally and exercises good judgement
• Demonstrates exceptional organizational, time management and multi-tasking skills
• Has incredible attention to detail
• Adapts to a changing environment and can maintain effective workflow in times of pressure and multiple demands
• Produces high quality accurate work and is dependable
• Understands/anticipates needs or problems and resolves them efficiently and effectively
• Has amazing follow through to ensure that the client, customer and staff expectations are exceeded
• Understands when to escalate issues

• Completion of High School education required
• Completion of related College diploma and/or certificate preferred
• Experience or familiarity with the SABS and Auto Insurer/Employer work is preferred; experience working in a rehabilitation clinic is an asset
• General knowledge of medical terminology preferred
• Demonstrates outstanding customer service and administrative skills
• Demonstrates strong oral and written communication skills, including active listening and demonstrates patience, places information in appropriate context when listening, reading, writing and speaking, adjusts communication towards the appropriate audience etc.
• Strong interpersonal skills and flexibility in dealing with diverse audiences
• Ability to work as part of a multidisciplinary team and provide support to all members of the team
• Excellent data entry skills including proficiency in Office 365 (Word, Excel, PowerPoint, Outlook)
• Can manage multiple competing priorities and work in a demanding deadline-driven environment
• Demonstrates excellent organizational, time management, and problem-solving skills
• Can work individually and as part of a team
• Is a dependable and committed individual
• Acts professionally and exercises good judgement

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.