Client Service Associate (CSA) - Planning & Scheduling - Full-time
full-time•Thunder Bay
Summary
Location
Thunder Bay
Type
full-time
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About this role
Requisition Details:
Employment Status: Regular, Full-time (1.0 FTE)
Program Name: Home Support
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Evenings, Weekends
Union/Bargaining Unit: UNIFOR
On Call: No
Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.
Program Name: Home Support
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Evenings, Weekends
Union/Bargaining Unit: UNIFOR
On Call: No
Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.
Job Summary:
The Client Service Associate (CSA) works as part of a team to facilitate the intake of new clients and the assignment of clients to service providers through VON’s standard operating procedures. The CSA ensures that every service provider’s caseload is properly assigned, client expectations are met, and service levels are achieved.
Key Responsibilities:
- Maintains service providers schedules (master rotations and availability) as directed by site program management.
- Maintains accurate documentation and communications to clients, service providers and other VON staff.
- Utilizes appropriate customer service and communication skills to obtain information from the client/family where applicable and assigns clients to service providers using Procura software.
- Provides work assignments using knowledge of local geography that meets client need and maximizes continuity of care, while working within the provisions of collective agreements and established planning rules.
- Keeps up-to-date with daily changes such as changes in client service authorizations and/or care plans.
- Reschedules client visits when there is an unexpected change in the current day’s staffing levels such as a sick call.
- Receives and triage information in accordance with defined timelines.
- Enters data referral information and general information in client database.
- Participate with team to address risk management issues.
- Monitors the CellTrak Portal, a quality and risk management tool, to confirm that service providers have arrived and departed from the home safely and that clients are receiving the care that has been ordered (safety/outcomes) to allow timely intervention when service delivery variances are noted.
- Ensures client and staff confidentiality is maintained at all times.
Common Responsibilities:
- Promotes the goals and values of VON and their role as an integrated community care provider.
- Promotes a safe and healthy workplace ensuring workplace conduct and activities are in accordance with the provincial Occupational Health and Safety Act and Regulations and compliant with the VON Safety Management System, including all Policies, Safe Work Practices and Procedures.
- Abides by all VON policies and work practices.
- Abides by all confidentiality and protection of personal information policies, regulations and practices and ensures appropriate safeguards are in place within their role.
- Works in collaboration with other staff in a team approach to service delivery.
External and Internal Relationships:
- Works collaboratively with site program management to forecast staffing needs.
- Engages with services providers, clinical resources, clients and client family members as needed to ensure quality of care/service to the client.
- Collaborates with other CSAs, site program managers and supervisors, to ensure quality care/service to client.
Education, Designations and Experience:
- High School diploma and Office administration certificate or equivalent experience required.
- University/college education preferred.
- Medical terminology certificate would be an asset.
- Proficiency in MS Office programs, including Outlook, faxing software, and database management.
- A minimum of 1year of experience in a scheduling environment preferred.
- Experience in a unionized environment considered an asset.
- Experience in health care environment preferred.
- Previous customer service experience in a contact center environment is considered an asset.
- Experience with scheduling software such as Procura an asset.
Skill Requirements:
- Ability to plan, organize and coordinate activities.
- Ability to work in a fast-paced environment.
- Excellent communication skills, both oral and written.
- Ability to problem solve and adjust to rapidly changing priorities in a deadline driven environment.
- Ability to work collaboratively as a member of a team.
- Strong customer service skills.
- Above average skill with a variety of computer software.
- Quick and accurate keyboarding skills (min 45 wpm).
Other:
- Current criminal background check including a vulnerable sector screen is required.
- The use of Personal Protective Equipment (PPE) may be required
Working conditions and physical demands: This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.
Attention Current Employees (Internal Applicants): If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its’ discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.
Other commonly searched for terms: Administrative Assistant, Medical Office Administrative Assistant, Clerk, Scheduling Clerk, Scheduler
Other facts
Tech stack
Scheduling,Customer Service,Communication,Data Entry,Problem Solving,Teamwork,Documentation,Organizational Skills,Attention to Detail,MS Office Proficiency,Medical Terminology,Geographical Knowledge,Risk Management,Confidentiality,Adaptability,Keyboarding Skills
About VON Canada (Ontario)
VON Canada has been leading care at home for over 125 years. Today, we are a highly-trusted non-profit organization that works with our clients, employees, volunteers and partners to provide innovative clinical, personal and social support to people who want the comfort and peace of mind of living in their own homes and communities.
Our 6,300 employees and 6,500 volunteers deliver a wide range of vital health and wellness services, helping people remain healthy and at home for as long as possible.
As valued and responsive health system partners at the heart of home and community care, we are distinguished by our commitment to client care and by our strong community roots and local engagement.
Team size: 5,001-10,000 employees
Website: http://www.von.ca
LinkedIn: Visit
Industry: Home Health Care Services
Founding Year: 1897
What you'll do
- The Client Service Associate (CSA) facilitates the intake of new clients and assigns them to service providers while ensuring service levels are met. They maintain schedules, documentation, and communication with clients and staff.
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Frequently Asked Questions
What does a Client Service Associate (CSA) - Planning & Scheduling - Full-time do at VON Canada (Ontario)?
As a Client Service Associate (CSA) - Planning & Scheduling - Full-time at VON Canada (Ontario), you will: the Client Service Associate (CSA) facilitates the intake of new clients and assigns them to service providers while ensuring service levels are met. They maintain schedules, documentation, and communication with clients and staff..
Why join VON Canada (Ontario) as a Client Service Associate (CSA) - Planning & Scheduling - Full-time?
VON Canada (Ontario) is a leading Home Health Care Services company.
Is the Client Service Associate (CSA) - Planning & Scheduling - Full-time position at VON Canada (Ontario) remote?
The Client Service Associate (CSA) - Planning & Scheduling - Full-time position at VON Canada (Ontario) is based in Thunder Bay, Ontario, Canada. Contact the company through Clera for specific work arrangement details.
How do I apply for the Client Service Associate (CSA) - Planning & Scheduling - Full-time position at VON Canada (Ontario)?
You can apply for the Client Service Associate (CSA) - Planning & Scheduling - Full-time position at VON Canada (Ontario) directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about VON Canada (Ontario) on their website.