Client Support Agent

Position Title: Client Support Agent

Department: Primary Health & Regional Programs

Reporting to: Program Administrator of Ottawa Language Access (OLA);

Manager of Ottawa Newcomer Health Centre

Type: TERM Contract Part Time (0.40 FTE) until March 31st,2025

Pay Band: $19.95 – $24.04 per hour

Deadline: As soon as possible.

About us:

We are Somerset West Community Health Centre (SWCHC), a non-profit, community-governed organization that serves over 18,000 clients annually. Established in 1978, SWCHC provides a wide range of health care services such as primary health care, health promotion, community development, mental health, and harm reduction. We are deeply connected to the communities we serve and committed to removing barriers to accessing services for people who are vulnerable because of their age, income, ability, sexual orientation or gender identity, and language or culture.

SWCHC strives to ensure that our team reflects the communities we serve. We work within an anti-racist, anti-oppressive framework that acknowledges the existence and impacts of systemic racism and seeks to ensure that systems are fair and equitable for everyone.

Position Description

The role of the Receptionist for the Ottawa Language Access (OLA) social enterprise is to assist in managing and directing calls and online interpretation requests, as well as to assist the Program Administrator of OLA pertaining to different areas of the program. The receptionist provides support for the smooth operation of OLA. The ideal candidate will understand and support SWCHC’s mission, is a self-starter, and enjoys working in a fast-paced environment. The individual must possess excellent interpersonal skills, organizational capabilities, and basic reporting abilities.

Position Requirements Education:

• Office secretary diploma or equivalent experience

Professional Experience/Skills:

• 2-3 years’ experience in an office setting or a fast-paced call center setting
• 2-3 years’ experience with customer service and administrative experience
• Experience with managing high call volumes and appointment management
• Experience and comfortable with providing customer support over phone
• High level of skill utilizing Microsoft Office (Word, Excel, PowerPoint)
• Experience with various scheduling software, an asset
• Experience with data extraction and generating simple reports, an asset

Knowledge, Skills and Abilities:

• Awareness of Canadian Health Care System with in-depth knowledge of local system and programs, an asset
• Awareness of local health and social service resources
• Strong interpersonal, organizational and communication skills (both written and oral)
• Experience working with people from diverse backgrounds and awareness related to cultural competency
• Achieve standard of excellence with work processes and outcomes
• Strive for high client satisfaction, go out of the way to be helpful and pleasant
• Be helpful, respectful, approachable, and team-oriented
• Build strong working relationships and a positive work environment
• Take initiative, ownership of work, and work under minimal supervision
• Be receptive to feedback, be willing to learn, embrace continuous improvement
• Assure discreet handling of all client and program information
• Be consistently vigilant regarding confidential information
• Pay strong attention to detail and ensure high level of accuracy in data entry
• Juggle multiple tasks and meet demanding and conflicting deadlines
• Adapt to changing work environment
• Flexibility to work additional hours if needed

Language Capability:

• Fluency in English is mandatory
• Fluency in French is highly desirable
• Other languages- an asset
• It is the policy of SWCHC to require COVID-19 immunization for all employees, volunteers, and students, including those who work off-site with the following exceptions: Persons with a medical reason that prevents them from being vaccinated against COVID-19; Persons with other reasonable considerations pursuant to the Ontario Human Rights Code that restrict them from being vaccinated against Covid 19 vaccination. **

Somerset West Community Health Centre is an equal opportunity employer who values the diversity of individuals in our programs and services.

We welcome and encourage applications from members of Indigenous, Black and racialized communities, Two-Spirit, nonbinary, LGBTQ+ people; people with disabilities; and members of other equity deserving communities. Applicants are encouraged to share accessibility needs in the application process, and every attempt will be made to accommodate them.

Due to the high volume of applicants, we can neither confirm receipt of nor respond to inquiries regarding your application. Only candidates selected for an interview will be contacted.

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