Job Description

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people\xe2\x80\x99s 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.
The Bilingual Client Care Administrator is responsible for supporting our counsellors in a fast paced call center setting. This includes coordinating case assignments, relaying confidential client case information to counsellors and other service providers, as well as replying to emails from service providers and other internal customers.
DUTIES AND RESPONSIBILITIES:

Coordinating case assignment: 40%

• Assigning appropriate service provider depending on service requested and client\xe2\x80\x99s needs.
• Prioritizing case assignment based on level of urgency.
• Relaying confidential client information to service providers within time sensitive standards.
• Communicating by email with service providers to relay updated client information or further requests.
• Communicating with service providers to request information needed to accurately service clients.
• Continuing case assignment throughout in all appointment booking process

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 Care Access Centre and/or company committees dedicated to specific goals or projects.

Managing and responding to information requests: 30%

• Responding to emails from service providers and researching the requested case information.
• Responding to emails from service providers regarding various requests such as: updating their availability; reassigning client cases; explaining Care Access Centre procedures; directing them to appropriate departments.
• Responding to emails for other internal customers, such as Account Management and Business Development, and researching the requested information.
• Managing and responding to emails from various internal customers such as Regional Managers in a professional and timely manner.

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 (including various reports such as P and D reports (where applicable).
• Other administrative and monitoring tasks as required.

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

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to
talentacquisitiononboarding@lifeworks.com

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.