Client Service Associate (CSA), Planning and Scheduling - Full-time

VON Canada; Mount Forest; On-site; CAD 40,000 - 60,000; Full time

Job summary

Ein etabliertes Unternehmen im Gesundheitswesen sucht einen Client Service Associate, der Teil eines dynamischen Teams ist. In dieser Rolle sind Sie verantwortlich für die Zuweisung von Klienten an Dienstleister, die Aufrechterhaltung von Dokumentationen und die Gewährleistung eines hohen Serviceniveaus. Sie arbeiten eng mit Klienten, Dienstleistern und dem Management zusammen, um eine qualitativ hochwertige Pflege zu gewährleisten. Diese Position bietet die Möglichkeit, in einem sich ständig verändernden Umfeld zu arbeiten und Ihre Fähigkeiten in der Kundenbetreuung und Organisation zu nutzen. Wenn Sie eine Leidenschaft für die Unterstützung von Menschen haben und in einem Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 1 Jahr Erfahrung in der Terminplanung bevorzugt.
• Erfahrung in einem kontaktzentrierten Kundenservice ist von Vorteil.

Responsibilities

• Verwaltung der Dienstpläne der Dienstleister gemäß den Anweisungen des Programmmanagements.
• Dokumentation und Kommunikation mit Klienten und Dienstleistern aufrechterhalten.

Skills

Planungs- und Organisationsfähigkeiten

Kommunikationsfähigkeiten

Problem-Lösungsfähigkeiten

Teamarbeit und Zusammenarbeit

Kundenservice-Fähigkeiten

Schnelles und genaues Tippen

Education

High School Diplom

Büroverwaltung Zertifikat

Universitäts-/Hochschulausbildung

Medizinische Terminologie Zertifikat

Tools

Procura Software

MS Office

Datenbankmanagement-Software

Job description

Requisition Details:

Employment Status: Regular, Full-time (1.0 FTE)
Program Name: Transportation
Number of Hours Bi-Weekly: 75
Work Schedule: Days
On-Call: No
Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.

Job Summary:

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. The CSA ensures that every service provider’s caseload is properly assigned, client expectations are met, and service levels are achieved.

Key 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 clients/families and assigns clients to service providers using Procura software.
• Provides work assignments considering local geography to meet client needs and maximize continuity of care, within collective agreements and planning rules.
• Keeps up-to-date with daily changes such as client service authorizations and care plans.
• Reschedules client visits when staffing levels change unexpectedly, such as sick calls.
• Receives and triages information within defined timelines.
• Enters referral and general information into the client database.
• Participates with the team to address risk management issues.
• Monitors the CellTrak Portal to confirm service provider arrivals/departures and client safety, ensuring timely interventions for variances.
• Ensures confidentiality of clients and staff at all times.

Common Responsibilities:

• Promotes VON's goals and values as an integrated community care provider.
• Ensures a safe workplace in accordance with the Occupational Health and Safety Act and Regulations.
• Follows all VON policies and work practices.
• Maintains confidentiality and safeguards personal information.
• Works collaboratively within a team to deliver services.

External and Internal Relationships:

• Collaborates with site management for staffing forecasts.
• Engages with service providers, clinical resources, clients, and families to ensure quality care.
• Works with other CSAs, managers, and supervisors to maintain service quality.

Education, Designations, and Experience:

• High School diploma and Office administration certificate or equivalent experience required.
• University/college education preferred.
• Medical terminology certificate is an asset.
• Proficiency in MS Office, including Outlook, faxing software, and database management.
• At least 1 year of experience in scheduling preferred.
• Experience in unionized or healthcare environments is an asset.
• Previous customer service experience in a contact center is an asset.
• Experience with Procura scheduling software is an asset.

Skill Requirements:

• Ability to plan, organize, and coordinate activities.
• Work effectively in a fast-paced environment.
• Excellent oral and written communication skills.
• Problem-solving skills and adaptability to changing priorities.
• Teamwork and collaboration skills.
• Strong customer service skills.
• Proficiency with various computer software.
• Fast and accurate keyboarding (minimum 45 wpm).

Other:

• Current criminal background check, including vulnerable sector screening, required.
• Use of Personal Protective Equipment (PPE) may be required.

Working conditions involve a dynamic environment with physical activities like lifting, bending, reaching, and walking. Tasks may require fine hand movements and body mechanics.