Job Description

Employment Type:

Permanent, Full-time

Location:

Remote - Canada

Reporting to:

Manager, Client Care

Start Date:

As soon as possible

Deadline to Apply:

Open until filled




Hope Air is seeking a dynamic and compassionate

Client Care Coordinator

to support patients and caregivers with empathy and professionalism while advancing our mission and impact.




Reporting to the

Client Care Manager

, this role will focus on helping patients access critical medical care by: answering inquiries, intaking and coordinating travel requests, and supporting patients through sensitive and sometimes complex travel arrangements. This role is instrumental in ensuring Canadians in financial need can reach medical care, regardless of where they live.




We're looking for a proactive, service-oriented individual who thrives on building relationships and providing exceptional support. You're not just a communicator; you're an empathetic listener, a problem solver, and a passionate advocate for access to healthcare.




This role is remote, with applicants across Canada considered. Preference may be given to bilingual (English/French) candidates.

Working at Hope Air

Comprehensive benefits plan covering medical, dental, and related needs. Team bonus plan based on performance and achievement. Open and supportive team environment where your ideas are valued. Generous vacation leave with support for professional development. Celebrate your birthday with an extra day off. Opportunities for career advancement and professional growth. Regular team-building activities and social events. Be part of a team of passionate staff, volunteers, and supporters dedicated to making a difference. A holiday closure to relax and spend time with family & friends.

Key Responsibilities

Answer phone inquiries and provide information about Hope Air's services. Intake travel requests using Hope Air's web-based request form. Provide timely updates on the status of travel requests. Triage and log incoming calls and voicemails into the data management system. Communicate effectively with a diverse group of people, including seniors, newcomers to Canada, parents, social workers, and healthcare providers. Navigate sensitive conversations with empathy and professionalism.


Note: Some of the above responsibilities may be tweaked slightly based on the candidate's experience and areas of strength. Any such minor amendments will be shared with the candidate as part of the hiring process.

Requirements

1-2 years of customer service experience (preferred). Diploma or degree in social services, healthcare, community engagement, or related field (asset). Experience in social work, healthcare, or the travel industry (asset). Passion for public health and patient support. Professional and courteous phone etiquette. Strong ability to empathize with patients and navigate complex situations with sensitivity. Excellent verbal, written, and interpersonal communication skills. Exceptional organizational skills and attention to detail. Proficiency in Microsoft Office Suite and Microsoft Teams; experience working with databases. Fluency in English; bilingualism in English and French is an asset (preferred). Strong teamwork skills, self-motivation, and a results-oriented mindset.

Compensation

Hope Air is committed to fair and transparent compensation practices. The salary range for this role is

$40,000-$45,000 annually

, commensurate with experience, plus benefits.

The Interview Process

Video Interview with Aamna, Fractional HR Consultant

Video/IRL Interview with Bhavini (Manager, Client Care) and Johanna (Director, Client Care)

Video/IRL Interview with Stephanie (VP, Patient Experience)

Conduct Reference

Offer

Accessibility:

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats, or to report any accessibility problems, please share in your application or email us directly.