AD
AND DigitalHead of Client Services
Head of Client Services managing client relationships and account growth at AND Digital. Responsible for strategic direction and innovative solutions in a digital environment.
About the role
- 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.
- 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, to confirm that service providers have arrived and departed from the home safely and that clients are receiving the care that has been ordered 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
- VON Canada is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. • 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.
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