Hybrid Client Service Associate, Planning & Scheduling

at VON Canada

• Job title: Client Service Associate, Planning & Scheduling
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$20 - CA$21 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Brantford, Canada

About the role

• Client Service Associate at VON Canada managing client intake and service provider assignments. Ensuring client care continuity and service level achievement in a scheduling environment.

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.

Requirements

• 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 1 year 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.