Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks by Morneau Shepell. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

Summary

The Client Care Administrator role is combination of customer service activities and administrative tasks. The CCA (Client Care Administrator) is responsible for providing administrative support to our clinical counsellors (service providers) within a fast-paced setting.

In essence, this role requires you to respond to incoming queries through email, call and chat and provide day-to-day administrative support to our clinical counsellors.

You will be provided with training to understand process and operations

Permanent, Full-Time

Work from Home at present

Night Shift (5.30 pm to 2.30 am)

Responsibilities-

Coordinating case assignment: 40%

Assigning appropriate service provider depending on service requested and client’s needs;

Prioritizing case assignment based on level of urgency;

Relaying confidential client information to service providers and communicating updated client information within time sensitive standards;

Continuing case assignment throughout in all appointment booking process.

Managing and responding to incoming information requests: 30%

Responding to incoming calls, emails and chats from service providers or internal customers in professional and timely manner;

Researching the requested case information;

Various requests such as: updating their availability; reassigning client cases; explaining procedures; directing them to appropriate departments;

Communicating with other teams and departments: 15%

Consulting with Regional Managers regarding assignment of client cases, including issues such as service provider availability and appropriateness for cases;

Consulting with members of other Care Access Centre teams regarding client needs;

Membership in company committees dedicated to specific goals or projects.

Completing administrative tasks: 10%

Managing and updating important documents and rosters for team use such as the Case Assignment Roster;

Monitoring client cases for confirmation by service providers and placing reminder calls within standard timelines;

Other administrative and monitoring tasks as required.

Performing other duties as assigned: 5%

Succeeding as a Client Care Administrator will require the following core qualifications and skills

Flexibility to work shifts (including weekends, early, late shifts);

Bachelor degree, community college diploma or equivalent post- secondary education;

0-2 years customer service experience, preferably in a social service and/or office environment;

Excellent customer service skills;

Exceptional prioritizing and multitasking skills;

Excellent interpersonal skills and ability to work in a strongly team oriented environment;

Solid written and oral communication skills, including the ability to communicate clearly to our clients and colleagues;

Strong computer skills including familiarity with Windows applications;

Ability to work in a fast-paced environment with multiple time sensitive deadlines;

Bilingualism in Spanish and English is an asset.

Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We’re always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.