Emergency Response Team Agent

at  VHA Home HealthCare

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.”
View more comments from our clients and their family members.

REQUIRED QUALIFICATIONS:

• You have relevant post-secondary school education/training combined with practical experience. Medical terminology is an asset
• You are an effective communicator with superior telephone skills and the ability to deal effectively and courteously with clients, funders and employees by demonstrating excellent customer service skills
• Demonstrated ability to effectively deal with or diffuse caller conflicts and complaints, excellent listening skills
• You are culturally competent, interacting effectively with diverse stakeholders with a wide range of communication skills, knowledge and understanding of the home care system
• Must be able to communicate and document in an effective, timely and efficient matter with clients
• Strong attention to detail and the ability to deal with multiple priorities is a requirement
• You possess strong computer skills with proven speed and accuracy (50wpm) and have experience and a keen desire to learn and utilize new software/electronic applications
• You are comfortable working in a constantly shifting environment as VHA responds to changes in client needs and staff availability
• Proven organizational and effective problem solving skills are required
• Demonstrated efforts to continuously develop and upgrade skills and achieve personal and organizational performance targets are required
• Knowledge of GoldCare and the ability to converse in a second language is a definite asset
• Experience and familiarity with Call Centre procedures is preferred

KEY AREAS OF ACCOUNTABILITY

VHA’s ERT Agent will have the following key areas of accountability, but not limited to:

• Telephone support for inquiries made by the Ontario Health at Home, Clients, Caregivers, Personal Support Workers, Nurses and Rehabilitation Service Providers and either handles their calls directly and/or redirect through the organization as required
• Provides general information and handling of any private caller inquiries
• Handles any emergency call situations in collaboration with the Operations or leadership teams
• Provides callers with a positive experience during every instance of contact
• Works in collaboration with the Operations Leadership teams to identify and streamline unusual or high call volume periods
• Provide administrative assistance on projects as required and assigned