Customer Service Analyst

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The Medical Review Section is responsible for the delivery of medical review programs including suspending driving privileges for drivers found to be unfit due to medical reasons and reinstating driving privileges for those individuals deemed to meet the medical standards. Annually we process around 200,000 medical reports and handled over 200,000 telephone calls.

If you have outstanding customer services skills and excel working in a fast-paced, high-volume team environment, then consider these opportunities. Daily, you will be challenged in the work you do while improving road user safety in Ontario.

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About the job

As the first point of contact for the public, you will receive calls and carry out the initial assessment of documents. This will require you to:
• communicate with drivers, staff and others regarding issues concerning licensing decisions and status
• maintain confidentiality of personal information
• validate and conduct initial assessment of documents
• review, analyze and apply appropriate prioritization codes on all incoming documents
• maintain quality and integrity by reviewing outgoing documents to ensure accuracy and completeness

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What you bring to the team

Outstanding Communication and Interpersonal Skills:

• You have communication skills to share information, clarify requests and provide explanations
• You have interpersonal skills to work in a team environment and effective provide front line service

Demonstrated Analytical and Organizational Skills:

• You have analytical skills to assess routine reports, to assign document codes and perform quality checks ensuring data integrity.
• You have judgement and reasoning skills to review and prioritize documents, identify, verify and correct errors/discrepancies and to ensure accuracy
• You have organizational skills to coordinate own work priorities, including reviewing, sorting, indexing and preparing information and documents

Proven Administrative and Computer Skills:

• You are proficient with computer applications to create documents and to work within databases, ensuring accuracy and completeness.
• You have knowledge of records batching to sort, code, batch and forward documents and reconcile any discrepancies
• You have knowledge of clerical practices and procedures to file, retrieve sort, distribute, scan, index, microfilm, fax and copy documents.
• You have the ability to interpret and apply regulatory requirements, standards and guidelines

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Additional information:

Note:

• W-MT-54701/13

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.