ACCOUNTABILITY
The Client Discharge Coordinator is directly accountable to the Benefits Manager.
JOB SUMMARY
The Client Discharge Coordinator is responsible for providing assistance and information to First Nations clients on the various aspects of client access to benefits and services. The Client Discharge Coordinator will also be responsible for exchanging information in person or by telephone, with staff or service providers, health professionals, health authorities, government agencies (provincial/municipal), First Nations and Inuit Health Branch regional staff and clients, to explain processes, answer questions and facilitate discharge travel. This position works on a monthly schedule including evenings and weekends.
CORE COMPETENCIES
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Confidentiality
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Organizational skills
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Productivity
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Compassionate
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Interpersonal Relations
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Team Work
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Communication Skills
ROLES AND RESPONSIBILITIES
- Respond to phone inquiries (about the NIHB program) from service providers, health care professionals (ie: hospital staff such as social workers, mental health services, nurses, etc.) clients and/or client representatives.
- Exchange information with other staff located at the NIHB and Health Centre levels in Thunder Bay, Sioux Lookout and Winnipeg, Manitoba
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Assists in the provision of on-the-job training for new staff and in capacity building activities with First Nations relating to prior approval and benefit administration
- Scheduling client air transportation through phone and or online for Sioux Lookout, Southern Ontario (Toronto Area) and Winnipeg, Manitoba
- Arrange all other client transportation outside of Sioux Lookout as necessary – booking charters and making alternate flight arrangements
- Process no-show(s) as per the SLFNHA/ISC process
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Assist with luggage when required
Work as a team member with co-workers, SLFNHA staff and other organizations
Maintaining and safeguarding confidential client medical information, this falls under the protection of the Privacy Act
Provide assistance when required and any other duties assigned
MINIMUM QUALIFICATIONS
- Persons of First Nations ancestry will be given preference (OHRC, Part II, Special Employment)
- Written and oral communication skills acceptable to the employer that meet the requirements of the role of Discharge Co-Ordinator
- The ability to perform the requirements of the position on a regular basis
- Three months experience in a relevant role would be asset
- Excellent interpersonal and communication skills
- Nothing less than excellent customer service skills and the desire to provide solutions in a public service environment
- Knowledge of procedures, policies and practices, directives, benefit lists related to the administration of the Non Insured Health Benefits (NIHB) Program
- Knowledge of data entry, manipulation and retrieval of data using a variety of automated systems and software packages including but not limited to Microsoft Software Applications, Adobe, CITRIX and MTRS in order to work in a highly automated complex systems environment
- Knowledge of service oriented communication techniques which include style flexing, diplomacy, keeping control of a call, dealing with difficult individuals in order to ensure a high quality service is being delivered
- Good knowledge of computer software and office equipment
- Ability to work in a fast-paced environment, must be able to multi-task and work under pressure
- Ability to work independently and within a team environment
- Good time management skills and the ability to prioritize and meet deadlines
Key Competencies
- Developing and maintaining a network of contacts, both inside and outside the organization, with people who may be able to supply information, assistance, or support for work-related goals. This includes building and maintaining friendly, warm relationships or a network of contacts with people who are, or might someday be, helpful in achieving work-related goals.
- Taking the initiative to exceed (external and internal) client expectations constantly and consistently.
- Ensuring that work accomplished is accurate in all relevant aspects.
- Making decisions and/or taking action that recognizes the organization`s unique integrated pattern of behaviors and characteristics.
- Creating honest, trusting, and successful working relationships with others (inside and outside the organization) by consistently demonstrating competence and reliability in job performance, and representing what is best about the organization through demonstrated principles, actions, and communications…
Background
The typical minimum level of education to perform this job competently is equivalent to high school completion or partial high school with specialized training. The person can read text of medium difficulty requiring an understanding of basic concepts. He/she may be expected to write text intended to communicate non-technical information and, display command of spelling, grammar, punctuation and basic composition. People working at this level can be required to have certain specialized skills, and be able to comprehend somewhat complicated procedures.
Directly/indirectly related work experience representing continuous learning and required for someone to perform this job competently is up to three months.
Ongoing work assignments typically have clearly defined goals. The incumbent’s education, training, and previous experience ensure work assignments are successfully carried out because he/she understands what is expected, as well as the best approach to take.
Closing Date: June 14, 2024
