Job Description
SWATX is seeking a highly motivated and empathetic L1 Residency Engagement Specialist to join our team. This role is crucial in providing first-level support and guidance to our residents, ensuring a positive and seamless residency experience. You will be the primary point of contact for residents, addressing their inquiries, resolving issues, and escalating complex problems as needed. This position requires excellent communication skills, problem-solving abilities, and a genuine desire to help others.
Responsibilities:
- Resident Support: Serve as the first point of contact for resident inquiries, providing timely and accurate information regarding residency programs, policies, procedures, and resources.
- Issue Resolution: Efficiently address and resolve resident issues and concerns, escalating complex problems to the appropriate teams while keeping residents informed of the progress.
- Communication: Maintain clear and professional communication with residents via phone, email, and in-person interactions.
- Documentation: Accurately document all resident interactions, including inquiries, issues, and resolutions, in the designated systems.
- Program Support: Assist with the coordination and execution of residency program events and activities.
- Resource Referral: Connect residents with relevant resources and support services within the organization and the community.
- Feedback Collection: Gather resident feedback and identify trends to improve residency programs and services.
- Policy Adherence: Ensure adherence to all residency program policies and procedures.
- Collaboration: Work collaboratively with other departments and teams to provide comprehensive resident support.
- Continuous Improvement: Proactively identify opportunities to improve processes and enhance the resident experience.
Qualifications:
- Education: Bachelor's degree in [Relevant Field, e.g., Social Work, Psychology, Hospitality, Business Administration] preferred. Equivalent experience may be considered.
- Experience: Minimum of 2 years of experience in customer service, resident services, or a related field. Experience in a healthcare or academic setting is a plus.
- French and English language is a Must
- Skills:
- Excellent communication (written and verbal) and interpersonal skills.
- Strong problem-solving and conflict resolution skills.
- Empathy and a genuine desire to help others.
- Ability to work independently and as part of a team.
- Proficiency in using CRM software and Microsoft Office Suite.
- Strong organizational skills and attention to detail.
- Ability to multitask and prioritize effectively.
- Knowledge of residency program regulations and guidelines is a plus.
