Client Service Associate (CSA) - Planning and Scheduling - Part-time 0.4

• 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.

• 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.
• 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.
   

• 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. 

• 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).

• Current criminal background check including a vulnerable sector screen is required.  
• The use of Protective Personnel Equipment (PPE) may be required.