Scheduling and Appointment Management Coordinator

Key Responsibilities

• Support the coordination, scheduling, and ongoing management of care appointments with families and clients, including oversight of translation and interpretation services.  
• Work closely with the program managers to ensure the scheduling practices and protocols are sustained for care coordinators and families.  
• Leveraging smart technology to ensure all appointments are properly scheduled and care coordinator’s time optimized. 
• Accountable for managing and confirming all appointments handled are properly managed. 
• Provide assistance with staff training, education gaps, and on the moment support as it relates to the scheduling and appointment management, as needed.  
• Assist with developing supporting documents and tools along with developing standardised protocols and policies and procedures as it relates to appointment management. 

Skills, Knowledge and Expertise

• Bachelor’s Degree with experience working in a related discipline including providing support to families of children with ASD and/or developmental disabilities with basic understanding of the OAP. An equivalent combination of education and similar experience will be considered. 
• Sound understanding of issues faced by people with autism, intellectual or developmental disabilities. 
• Fluency in written and oral English is required and French is strongly preferred. 
• Good understanding of Microsoft Office, especially Word, PowerPoint, Excel, and Teams along with other software’s required.  
• Excellent verbal and written communication skills. 
• Displays ability to navigate through complex relationships, information, and issues, and find solutions.  
• Demonstrated commitment to principles of social justice, diversity, equity, inclusion, and cultural competence. 
• Proven, strong problem-solving and conflict resolution skills. 
• Demonstrated analytical, organizational, and conceptual skills.  
• Strong work ethic, integrity, and accountability with an excellent attendance record.  
• Self-directed, courageous, and highly motivated.  
• Reliable and flexible individual to work as part of a diverse team.  

About
We help our customer's clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and personalized way.The critical element to delivering this service is our team of high-quality front-line staff who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team.Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies.We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources.We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them.We add value to loyalty, rewards, and credit card programs.We reduce insurance company costs by ensuring clients use the available services efficiently.We build bespoke contact centre services that improve the brand experience for our client's customers.Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun. Serefin is an equal opportunity employer committed to diversity and inclusion. We will be pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status or any other legally protected factors. Serefin is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Serefin will make accommodations available to applicants with disabilities upon request during the hiring process.Why work for us?Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, and Serefin Experiences, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in