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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.
Summary
The Client Care Administrator is responsible for providing administrative support to our clinical counsellors (service providers) within a fast-paced setting. Duties includes assigning and rescheduling client cases, relaying confidential client case information to counsellors and other service providers, as well as answering calls and emails from service providers and other internal customers.
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 within time sensitive standards.
- Communicating with service providers to relay updated client information and to request information needed to accurately service clients.
- Continuing case assignment throughout in all appointment booking process.
Managing and responding to incoming information requests: 30%
- Responding to incoming calls from service providers.
- Researching the requested case information.
- Various requests such as: updating their availability; reassigning client cases; explaining procedures; directing them to appropriate departments.
- Responding to incoming calls from other internal customers.
- Managing and responding to emails from various internal customers in a professional and timely manner.
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’s 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.
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
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.
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