Program Lead responsible for delivering engagement programs and shaping culture across Client Services at Bank of America. Collaborating with leadership to drive connection, inclusion, and team effectiveness.
About the role
- Client Service Associate managing intake of new clients and allocating service providers in Hybrid remote role. Collaborating and maintaining schedules to ensure service levels are met.
Responsibilities
- Works as part of a team to facilitate the intake of new clients and assignment of clients to service providers
- Ensures service provider's caseload is properly assigned
- Maintains service provider schedules as directed by site program management
- Maintains accurate documentation and communications to clients, service providers, and staff
- Utilizes appropriate customer service and communication skills to obtain information from clients
- Provides work assignments using knowledge of local geography
- Keeps up-to-date with daily changes in client service authorizations and/or care plans
- Reschedules client visits as necessary
- Receives and triages information in accordance with defined timelines
- Enters referral and general information in the client database
- Participates in addressing risk management issues
- Monitors the CellTrak Portal to confirm safety and timely intervention
Requirements
- High School diploma and Office administration certificate or equivalent experience required
- University/college education preferred
- Medical terminology certificate would be an asset
- Proficiency in MS Office programs, including Outlook, faxing software, and database management
- A minimum of 1 year of experience in a scheduling environment preferred
- Experience in a unionized environment considered an asset
- Experience in health care environment preferred
- Previous customer service experience in a contact center environment is considered an asset
- Experience with scheduling software such as Procura an asset
Benefits
- Health benefits
- Wellness programs
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