DynaLIFE Looking for Administrative Support V at Calgary, AB Full Time

Major Functions and Responsibilities

• Oversees admin support II staff including the assigning, distributing, organizing and prioritizing the work within the area
• providing staff feedback on managing calls, dealing with difficult calls, providing information Quality monitoring of individual staff calls to ensure scripting is being followed, good customer service Training for provincial call centre staff and staff at collection sites
• Supports staff with customer service complaints and escalate concerns to Supervisor as appropriate
• Expanded communication at provincial level with Directors, Managers, Supervisors, MLTII, MLA I, patients regarding appointment schedules, problems and coordination of other staffing resources
• Acts as a formal resource for a large group of staff (30+) and provides direction on best practice for CZ and Provincial staff who have unique and distinct processes based on clientele and variation of services offered
• Provides technical support and performance feedback to employees as required
• Responsible for the management of multiple databases and phone systems such as appointment scheduling system (Q.me Time Trade, PABS), phone system (Genesys, Avaya)
• Liaison with multiple vendors to support changes, trouble shooting and downtime issues.
• Support the development and implementation of individual benchmarks for staff e.g. call length, call volumes
• Support the development of service metrics for provincial appointment line
• High level of decision making, coordination and prioritization required to meet the needs of both Calgary Zone and Provincial collection sites
• Additional support of patient complaints and concerns on a provincial level. Responds to complaints and develops solutions for gaps in on line booking systems.
• Monitors patient and staff feedback from multiple avenues (online/calls/emails) to enhance the customer experience for booking an appointment
• Develops SOPs, training and competency documents

Required Skills

• Excellent verbal and written communication
• Detail orientated
• Ability to keep confidential information safe and secure
• Ability to prioritize multiple conflicting demands
• Outstanding interpersonal skills
• Effective organizational and time management skills
• Ability to work in a fast paced environment and be responsive under pressure
• Presents a pleasant, professional manner at all times
• Strong team player with the ability to perform duties independently and professionally

Required Experience

• 3 years related experience in call centre with an understanding of call centre phone systems and metrics is preferred
• Experience and familiarity with appointment scheduling software and available reporting functions is an asset
• Demonstrated knowledge of the current collective agreement is an asset
• Experience with scheduling within a collective agreement is an asset

Minimum Qualifications

• Completion of post-secondary education (e.g. course(s) in office of business administration, medical office assistant) is required
• Proficiency in data entry.
• In-depth experience and knowledge with Microsoft Office with focus on Excel and Outlook.
• Working knowledge of Adobe Acrobat.

Other Information

• As workload demands and operational requirements shift, the location, dates and/or hours of work may be changed
• The current shift indicated is subject to change due to operational requirements
• DynaLIFE is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment life cycle. We ask that all job applicants please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the recruitment process.
• All persons newly hired to DynaLIFEDx must show their confirmation of SIN letter/SIN card and government issued photo ID to Human Resources prior to commencing work.
• All persons hired to DynaLIFEDx must be authorized to work in Canada for any employer.
• Individuals hired into all positions must provide verification of their highest level of education.
• A security clearance will be required for employees newly hired to DynaLIFEDx.
• A security clearance with vulnerable sector completed may be required for employees newly hired to DynaLIFEDx