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Service Coordinator – Etobicoke, ON (Central Intake Team) – Full Time

CBI Health Group

This is a Full-time position in Toronto, ON posted June 4, 2019.

 Service Coordinator – Etobicoke, ON (Central Intake Team) – Full Time

Based out of the CBI Health Group corporate office in Etobicoke, you will be the initial point of contact with both clients and stakeholders responsible for coordinating appointments and conducting the required follow-ups. Reporting to the National Operations Manager, CBO, you will work with staff, patients and customers/adjusters in a fast-paced environment and a high level of professionalism and confidentiality is crucial to this role.

As a vital member of the Central Intake Team, you will correspond with clients and stakeholders directly over the phone and via e-mail, making referrals, responding to general inquiries, and ensuring the client has access to the right service in a timely manner.

The ideal individual is able to work under tight deadlines, exhibits flexibility and the ability to multi-task, takes initiative and can work efficiently. Successful candidates must be proficient in written and verbal communication with attention to detail. We are looking for someone who is organized and enjoys the challenges of supporting a diverse group of customers.


  • Accept all referrals, picking up the phone in the queue, responding to e-mail requests, and providing accurate information
  • Follow up with all referrals and tracking clients in referral software
  • Build relationships with clients and stakeholders
  • Keep up to date with protocols, procedures and workflows, and ensure targets are met
  • Demonstrate a strong sense of responsiveness in booking the first assessment and follow-ups
  • Perform accurate, detailed data entry with notes capture
  • Follow appropriate escalation procedures
  • Contribute to team success by supporting, and participating in, new staff training
  • Assist with ad hoc projects
  • Provide continual feedback on process improvements


  • Customer service experience in an office environment with client-facing responsibilities
  • Possess strong computer skills, specifically in MS Word, Excel and aptitude for database software
  • Compassionate, caring, strong listening skills, empathic and a high level of patience
  • Communicate effectively, both verbally and in writing
  • Ability to prioritize under pressure
  • Be proactive, solutions-oriented and able to multiple task
  • Be a natural team player and contributor to team results and success
  • Exhibit superior customer service skills that reflect sensitivity to the needs of clients
  • French/English fluency both verbal and written is considered a strong asset