Client Representative Assistant

Our Public Sector client in Toronto, ON is looking to hire a  “Client Representative Assistant” for 3-month contract role.

As a “Client Representative Assistant” is responsible for providing sympathetic and /a tactful liaison with clients, caregivers, relatives, social workers and health care and legal professionals in stressful situations. Creating/reviewing/updating/adjusting/editing and initiating online “recurring entries” to ensure payments and allowances from various government benefit programs.

Job Description:

Duties/Responsibilities

  • Initiates and responds to enquires from clients, caregivers, health-care professionals, legal professionals internal and external, financial institutions, creditors, relatives of clients and other interested parties by:
  • Receiving, prioritizing and responding to a high volume of telephone/walk in inquires and distributing cheques when necessary;
  • Determining nature and urgency of enquiry and establishing appropriate level of priority;
  • Providing sympathetic and /a tactful liaison with clients, caregivers, relatives, social workers and health care and legal professionals in stressful situations;
  • Clarifying and explaining legislation, regulations, policy and procedures of the client to clients/relatives and other interested parties;
  • Resolving client concerns and/or referring to Client Representative or other appropriate staff, coordinating resolution if necessary.

Provides financial analysis and control by:

  • Analyzing, reviewing and taking appropriate action on discrepancies and accumulated arrears and problems on accounts;
  • Creating/reviewing/updating/adjusting/editing and initiating online “recurring entries” to ensure payments and allowances from various government benefit programs;
  • Reviewing overall financial situation of clients; obtaining and verifying data pertaining to all existing government benefits and/or the possibility of eligibility for benefits available to client(s); securing, applying, rectifying clients’ social insurance and health insurance number(s);
  • Obtaining appropriate documents; making application in accordance with the rules and regulations of Old Age Security, Canada Pension Plan, Quebec Pension Plan, Unemployment Insurance Acts and various health insurance programs;
  • Ascertaining and confirming whether treatment and/or drugs are covered under the client’s supplementary health plan(s), including the submission of claims for supplementary health and hospital benefits;
  • Requesting information from the income tax unit in the client’s portfolio on taxable and non-taxable income in order to complete application for additional subsidiary benefit(s) under the provisions of the Old Age Security Act;
  • Initiating and preparing online cash disbursements for expenses (e.g. clothing, bed holding, special allowances) after analyzing client’s income, cash balance/expenditures for approval of Client Representative
  • Assessing the needs, initiating new allowances and reviewing existing allowances of clients and/or dependents; contacting recipients/care givers to access ongoing needs;
  • Identifying potential problems with on-going payments, such as declining cash balances; placing “cash reserve” on client’s accounts to prevent debits;
  • Conducting periodic reviews of cash balances on hand at various facilities/homes to ensure that funds are being used appropriately;
  • Monitoring and determining Personal Needs Allowance/PIN Money/In Trust Account funds to ensure that funds remain at appropriate levels.

Utilizing computer mainframe database, provides internal/external research function by:

  • Reviewing client files, Data Base and System Reports to obtain pertinent information;
  • Corresponding with caregivers, banks, utilities, Government agencies and other interested parties to obtain/provide financial/medical/accommodation information as required;
  • Locating and scrutinizing legal documentation such as Wills, Powers of Attorney and particulars of clients’ financial interest in deceased person’s estates/other interests e.g. investments, stocks and Trust Funds;
  • Reviewing assets such as land, cottages, bank accounts, motor vehicles to ensure they are recorded appropriately for the benefit of the client; recording miscellaneous assets e.g. wheelchairs;
  • Reviewing clients’ effects in storage to recommend consideration for disposition or continuation to the Client Representative
  • Obtaining personal, financial, sociological and/or health data of clients by liaising with health-care professionals, social workers, caregivers, family members, legal professionals, business associates and friends or clients.

Other duties as assigned may include:

  • Participating in the training of new Client Representative Assistants as required;
  • Assisting other Client Representatives Assistants as required (e.g. when on sick leave or vacation)
  • Controlling a petty cash account;
  • Maintaining keys for client properties;
  • Preparing and distributing incoming and outgoing mail;
  • Relieving reception/switchboard staff when requested;
  • Arranging for maintenance of office equipment;
  • As assigned

Knowledge:

  • Good oral and written communication skills;
  • good interpersonal skills, tact, diplomacy;
  • good judgment and ability to work effectively and diverse groups of clients and staff;
  • good organizational and analytical skills;
  • knowledge of eligibility and application requirements of the Canada Pension Plan, Quebec Pension Plan, Old Age Security, Health Insurance and Unemployment insurance;
  • mathematical skills, initiative, resourcefulness and ability to work independently and as part of a team;
  • ability to work under pressure to meet deadlines of workloads;
  • creativity in dealing with problematic situations;
  • computer literacy, knowledge of mainframe environment and local area network, windows and WordPerfect 6.1 applications;
  • understanding and appreciation of role of the client and of related policies, procedures and legislation;
  • working knowledge of the health sector and issues related to vulnerable adults;
  • must exercise judgement in establishing work priorities.

 

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