Bilingual Client Care Administrator

2 months ago

Gurgaon, India LifeWorks Full time

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.

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

**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%
- 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
- 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;
- Good communication skills and strong command over English and French language.
- Flexibility to work shifts (including weekends, early, late shifts);
- 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;
- 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.

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.

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