Customer Service Analyst providing first - level support and maintaining client satisfaction in a dynamic company. Engaging with teams to resolve client inquiries and issues promptly.
About the role
- Client Service Associate facilitating client intakes and assigning services through VON's operating procedures. Ensuring proper scheduling, documentation, and client relations are maintained for quality care.
Responsibilities
- 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.
- Maintains service providers schedules as directed by site program management.
- Maintains accurate documentation and communications to clients, service providers and other VON staff.
- Utilizes customer service skills to obtain information from the client/family.
- Provides work assignments that meet client need and maximizes continuity of care.
- Keeps up-to-date with daily changes in client service authorizations and/or care plans.
- Reschedules client visits when there is an unexpected change in staffing levels.
- Monitors the CellTrak Portal to confirm 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.
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