Associate, Resuscitation Support Centre – 12-month contract

🔥 16 hours ago

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Heart & Stroke

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1963

🤝 Non-profit

⚕️ Healthcare Insurance

📚 Education

Non-profit • Healthcare Insurance • Education

Heart & Stroke is a prominent Canadian organization dedicated to promoting heart and brain health. It focuses on advancing life-saving medical breakthroughs, supporting health education, and advocating for better healthcare policies. The organization provides information on heart disease, stroke, and healthy living, along with funding research and offering various ways for individuals to contribute, such as donations, volunteering, and participating in fundraising events like Jump Rope for Heart. Heart & Stroke also places a strong emphasis on addressing health inequities and supporting women's unique health risks. By driving research and health initiatives, Heart & Stroke aims to improve diagnosis, care, and support for heart and stroke-related conditions across Canada.

📋 Description

• Serve as first point of contact across students, instructors, and PAs; triage and resolve inquiries in a timely manner, with professionalism and empathy • Maintain comprehensive knowledge of courses, certifications, prerequisites, and policies; disseminate accurate, up-to-date information. • Apply simple policy requirements; recognize boundaries and escalate beyond scope. • Utilize Copilot/AI to tailor email responses and ensure professional tone. • Process name/email changes, account access, duplicate account merges, certificate lookups, materials. • Process invoice and payment corrections, Moneris investigations, accounts/roster errors; PA account creation and management. • Validate and process account correction requests to maintain data integrity. • Provide complex technical support to assist with user access of the portal and online courses on situations that are escalated from Tier 1 associates. • Ensure data integrity by conducting audits of course records and instructor/PA activities; verify adherence to standards and protocols and escalate when appropriate. • Identify potential issues proactively; and escalate for implementation of preventive measures with clear documentation.

🎯 Requirements

• Diploma or certificate from post-secondary institution in a related field (e.g. Healthcare, Medical Terminology, or Administration) • 2-3 years’ experience in a customer service, call center and/or administrative role, handling high volume calls in a fast paced environment • French/English bilingual is an asset • CRM/LMS knowledge (Salesforce, Docebo) and mid-level troubleshooting. • Strong critical thinking and conflict resolution skills • Professional communication skills (written and verbal) with demonstrated ability to handle difficult customer interactions • Organized, detail oriented; able to prioritize in a fast-paced environment. • Ability to follow call scripts while maintaining a natural conversation • Sound judgment to know when to escalate issues or make customer accommodations • Data entry accuracy and attention to detail • Openness to coaching, feedback, and continuous improvement • Reliability, punctuality, and strong work ethic.

🏖️ Benefits

• paid wellness days and personal days • health, medical, dental and vision benefits • flexible hybrid working arrangements • support with reimbursement for mobile phones and home office set up