Bilingual (English/Arabic) Virtual Registered Nurse - Care Coordinator

Serefin is a leading healthcare organization dedicated to improving patient outcomes and providing exceptional care coordination services. We are seeking motivated and experienced

Registered Nurses to join our team as Virtual Care Coordinators. If you are a dependable and compassionate nurse with a commitment to delivering high-quality care and excellent

communication skills, we invite you to be a part of our innovative virtual health team.

Role Profile

As a Bilingual (English/Arabic) Virtual Registered Nurse - Care Coordinator at Serefin, you will play a crucial role in supporting patients across various programs, including EAP (Employee

Assistance Program), Health Concierge, and Mental Health Wellbeing. You will be responsible for delivering personalized care and assistance to patients and their families, ensuring they

receive the support they need throughout their healthcare journey.

Key Responsibilities

Scope of Role

Health Concierge Program Responsibilities:

• Assist patients and their families in understanding healthcare providers' findings, instructions, and advice, keeping the patient at the center of the care plan.
• Ensure clinical orders and care plans are executed and up to date to meet the needs of our clients.
• Utilize motivational interviewing techniques to communicate progress or deviations to patients, their families, and care providers.
• Assist patients and their families in navigating available support resources, including appointment bookings, attendance, and follow-up instructions.

Health Concierge for Travel Program Responsibilities:

• Provide pre-travel advice and guidance to empower clients to travel safely within and outside of Canada.
• Offer support to clients with non-emergency questions and concerns while traveling.
• Follow up with client’s post-travel to ensure continuity of care upon their return home.

Wellbeing Program Responsibilities:

• Provide mental health support to patients through coaching and counseling.
• Understand crisis intervention and immediate assistance for individuals in need.
• Facilitate online therapeutic and counseling sessions addressing various mental health concerns, such as anxiety, depression, stress, and relationship issues.

General Responsibilities:

•  Consolidate health records, ensuring accessibility for the Care Coordinator, patients, and their families.
• Employ patient education and coaching principles to empower patients and their families to actively participate in care decisions, advocating for their unique needs and preferences.
• Assist in shaping our evolving health management technology to optimize the patient experience.
• Collaborate with other team members to expand our resource library and participate in team meetings to support continuous improvement.
• Actively participate in ongoing professional development and training. 

Along with, supporting the organization’s operational goals including other aspects of the business.

Skills, Knowledge and Expertise

• Registered Nurse currently registered and in good standing with their college.
• Current BLS Certificate required.
• Minimum 2-5 years of acute care nursing experience (e.g., Emergency, mental health/psychiatry, ICU).
• Minimum of 2 years of mental health clinical experience in therapy or counseling.
• Experience in nursing with the elderly population and individuals with complex needs is desirable.
• Ability to medically triage patient situations as needed with minimal supervision using a standardized assessment tool.
• Flexible in engaging with families and comfortable navigating challenging conversations with compassion and empathy.
• Excellent patient assessment and teaching skills.
• Demonstrated problem-solving, decision-making, and critical thinking skills while effectively managing multiple priorities.
• Works well both collaboratively and independently.
• Excellent interpersonal and communication skills, both oral and written.
• Fluency in English and Arabic, both verbal and written, is required.
• Comfortable using technology, including telephone systems, software programs, and Microsoft.
• Must have a private room with a closed door for work.
• Up-to-date Police Reference Check.
• The role requires the ability to work regularly on evenings, nights, and weekends

If you are a compassionate and dedicated Registered Nurse who is ready to take on the challenge of shaping the future of healthcare, we encourage you to apply for this Virtual Care

Coordinator position at Serefin. Join our team and make a meaningful impact on the lives of our patients as we work together to provide the best possible care and support.

About Serefin

We help our customer's clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and personalized way.

The critical element to delivering this service is our team of high-quality front-line staff who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team.

Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies.

We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources.

We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them.

We add value to loyalty, rewards, and credit card programs.

We reduce insurance company costs by ensuring clients use the available services efficiently.

We build bespoke contact centre services that improve the brand experience for our client's customers.

Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun. 

Serefin is an equal opportunity employer committed to diversity and inclusion. We will be pleased to consider all qualified applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status or any other legally protected factors. Serefin is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Serefin will make accommodations available to applicants with disabilities upon request during the hiring process.

Why work for us?

Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, and Serefin Experiences, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in