Administrative Agent Class 1 SNS | Permanent Position | Office of Complaints and Service Quality

Mandate NOTICE TO CANDIDATES THIS POSTING IS RESERVED FOR STAFF OF HEALTH AND SOCIAL SERVICES (HSS) ESTABLISHMENTS INTEGRATED INTO SANTÉ QUÉBEC.

Attention: Please ensure you have created your profile on the platform first. Once this step is completed, return to the job posting and click on "Apply" so that your application is considered for the position.

Applications can be submitted at any time and will be evaluated based on organizational needs. Only shortlisted candidates will be contacted.

Are you recognized for your organizational skills, diligence, and ability to establish priorities in a dynamic environment? Do you enjoy collaborating with various stakeholders and actively contributing to the continuity of services? Join us in the Laurentians as an Administrative Agent Class 1.

Responsibilities

The person acts as an administrative agent at the Office of Complaints and Service Quality (OCSQ) for cases covering all sectors of the CISSS des Laurentides. They work under the direction of the Commissioner for Complaints and Service Quality as well as the Deputy Commissioners for Complaints.

They handle the reception of calls to provide an initial contact with users who wish to submit dissatisfaction regarding the various facilities and services of the CISSS des Laurentides. They have excellent knowledge of the services offered by the OCSQ as well as all the departments, programs, and services of the CISSS des Laurentides.

In addition to performing all tasks related to their position, they may autonomously exercise coordination and quality control responsibilities for a set of administrative tasks, including:

• Receiving and managing customer dissatisfaction emails
• Processing internal and external mail, following up as required, and transmitting relevant information to managers
• Opening the appropriate case in the SIGPAQS computer system
• Writing dissatisfaction reasons
• Determining the actions to be taken according to the type of case to be opened at the OCSQ
• Determining the follow-ups to be carried out with the directors and managers of the various departments of the CISSS des Laurentides regarding the cases treated in assistance
• Managing the deadlines of the cases
• Consolidating information for the manager
• Supervising the work of interns
• Ensuring compliance with the standards and norms of the CISSS des Laurentides and the OCSQ

For informational purposes, to preserve the confidentiality of reports, the person must perform their functions exclusively.

Join Our Career Universe

• A human, stimulating, and collaborative work environment
• An engaged and welcoming team
• Four (4) weeks of vacation after one (1) year of service, in addition to several other leaves
• Pension plan (RREGOP)
• Employee assistance program (EAP)
• Corporate discounts
• Position offered with 100% remote work
• Certified "Healthy Workplace"
• Culture of Prevention, Health, and Well-being at Work

Santé Québec Laurentides values a culture of prevention, health, and well-being at work to offer an environment where everyone can thrive.

Requirements

• High school diploma (DES) or equivalent
• Professional studies diploma (DEP) in secretarial work, office work, or a relevant discipline
• College diploma (DEC) in office work or a relevant discipline
• Successful pre-selection tests: Word, Excel (beginner and intermediate levels), typing speed of 40 words per minute, and advanced French.

Desired Skills

• Team spirit
• Organizational skills and ability to prioritize activities based on customer needs
• High level of discretion and confidentiality
• Excellent customer service
• Good stress management
• Autonomy and initiative
• Excellent writing and synthesis skills
• International and/or Non-Work Permit Candidates

If you do not reside in Canada and/or do not have the necessary authorizations to work legally in Canada, such as a valid work permit or permanent resident status, please do not submit your application on this site, as it will not be processed.

To work at the CISSS des Laurentides, please send your interest to: emploi.international.cissslau@ssss.gouv.qc.ca. You will then receive the recruitment requirements and instructions for submitting your application.

Access to Employment Equality

In accordance with the Employment Equality Act, all health and social services establishments implement an employment equity program. Therefore, candidates from the targeted groups (female, Indigenous, visible minority, ethnic minority, and person with a disability) are encouraged to submit their applications. Additionally, accommodation measures may be offered to persons with disabilities based on their needs. In the context of this posting, the use of masculine or feminine gender in the job titles refers to both men and women.