Client Services Coordinator ensuring customer service excellence in operations and reporting. Working within a diverse team at Alfred H Knight in Johor, Malaysia.
About the role
- Client Service Associate facilitating client intake and service provider assignments for VON. Working collaboratively to ensure service levels and documentation are accurately maintained.
Responsibilities
- 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
- Ensures that every service provider’s caseload is properly assigned, client expectations are met, and service levels are achieved
- 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
- Participates 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
Benefits
- 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
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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