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- Job Title:* Client Care Coordinator*CCHS Facility: *Cleveland Clinic Canada*Department:* Operations*Supervisor:* Manager, Executive Health*ABOUT CLEVELAND CLINIC*As a global, academic medical Centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provide a variety virtual and in person services to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.*GENERAL SUMMARY:*Cleveland Clinic Canada is looking for an outgoing, enthusiastic, and motivated individual to join our Operations team to help match patients with the health services that are right for them as well as support current clients with their ongoing healthcare needs. The ideal candidate will provide a comprehensive, proactive, and “Patients First” experience for our patients and visitors. Demonstrates outstanding customer service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, way-finding, answering general questions and meeting needs. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance.*PRINCIPLE DUTIES AND RESPONSIBILITIES:** Handle inbound and outbound communications (phone and email) for new and returning patients.* Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience. Proactively assists patients to minimize patient issues, and provided service recovery where necessary.* Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic’s START with Heart model.* Educate new patients about their options, articulate key features and benefits of the Executive Health Program and Concierge Medicine Program and identify new ways we can help them.* Performs patient registration, pre-visit, OHIP verification, and scheduling according to standards and guidelines; ensuring accuracy and an outstanding patient experience.* Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.* Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.* Recruits, enrolls, and educates patients on MyChart impacting utilization rates and enhancing the patient experience.* Manage patient retention outreach (phone and email)* Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.* Resolve scheduling conflicts.* Provide assistance to accountants by preparing reports that confirm the accuracy of client visit information and financial data* Supports and participates in process improvement efforts.*MINIMUM QUALIFICATIONS:*_Education, Knowledge, Skills and Abilities_* A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.* Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.* High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.* Interest in learning new technology and troubling shooting to resolve minor technical issues.* Easily adapts to changing technology, policies, procedures and processes.* Demonstrated interest in process improvement or adopting new processes and or technology.* Demonstrated ability to understand and interpret medical insurance information.* Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.* Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.* Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment.Job Type: Full-timeBenefits:* Company events* Extended health care* Paid time offSchedule:* Monday to FridayWork Location: Hybrid remote in Toronto, ON M5J 2T3