Client Service Associate (CSA) - Planning and Scheduling - Temporary, Part-time 0.5

VON Canada; Ontario; On-site; CAD 80,000 - 100,000; Part time

Job summary

VON Canada is seeking a Client Service Associate (CSA) for a temporary, part-time position. The CSA will facilitate client intake and scheduling, ensuring proper caseload assignment and service level achievement. Ideal candidates will possess strong organizational skills, a high school diploma, and customer service experience.

Qualifications

• High School diploma and Office administration certificate or equivalent.
• At least 1 year of scheduling experience preferred.
• Customer service experience in contact centers is an asset.

Responsibilities

• Maintain service providers' schedules as directed by site management.
• Gather information from clients/families and assign clients using Procura software.
• Monitor CellTrak Portal to confirm service provider arrivals/departures.

Skills

Planning

Organizational skills

Communication

Problem-solving

Customer service

Education

High School diploma

Office administration certificate

University/college education

Medical terminology certificate

Tools

MS Office

Procura scheduling software

Job description

Client Service Associate (CSA) - Planning and Scheduling - Temporary, Part-time 0.5

Join to apply for the Client Service Associate (CSA) - Planning and Scheduling - Temporary, Part-time 0.5 role at VON Canada.

Requisition Details

• Employment Status: Temporary, Part-time (0.5 FTE)
• Program Name: Visiting Nursing
• Hours Bi-Weekly: 37.5
• Work Schedule: Days, Evenings, Weekends
• Anticipated End Date: October 2025
• On-Call: No
• Existing Vacancy: Yes

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 proper caseload assignment, meets client expectations, and achieves service levels.

Key Responsibilities

• Maintain service providers' schedules (master rotations and availability) as directed by site management.
• Maintain accurate documentation and communication with clients, service providers, and staff.
• Use customer service and communication skills to gather information from clients/families and assign clients using Procura software.
• Provide work assignments considering local geography, client needs, and continuity of care, within collective agreements and planning rules.
• Update on daily changes such as client service authorizations or care plans.
• Reschedule client visits for staffing changes like sick calls.
• Receive and triage information within defined timelines.
• Enter referral and general information into the client database.
• Participate in addressing risk management issues.
• Monitor CellTrak Portal to confirm service provider arrivals/departures and client care, enabling timely interventions for variances.
• Maintain client and staff confidentiality at all times.

Common Responsibilities

• Promote VON's goals and values as an integrated community care provider.
• Ensure a safe and healthy workplace in accordance with occupational health and safety regulations.
• Follow all VON policies, confidentiality, and data protection practices.
• Collaborate with team members to deliver quality services.

External and Internal Relationships

• Work with site management to forecast staffing needs.
• Engage with service providers, clinical resources, clients, and families to ensure quality care.
• Collaborate with other CSAs and managers to ensure service quality.

Education, Experience, and Skills

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

Skill Requirements

• Strong planning, organizational, and coordination skills.
• Ability to work in a fast-paced environment.
• Excellent communication skills (oral and written).
• Problem-solving and adaptability to changing priorities.
• Teamwork and collaboration skills.
• Customer service excellence.
• Proficiency with computer software and quick keyboarding (min 45 wpm).

Other Requirements

• Current criminal background check including vulnerable sector screening.
• Use of PPE may be required.

Physical demands include walking, sitting, standing, climbing stairs, and fine hand movements, with attention to body mechanics.