Client Service Associate (CSA) - Planning & Scheduling - Full-time

VON; Brantford; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Vacation time and holidays

Health, dental, LTD benefits

Defined Benefit Pension Plan

Job summary

VON Canada is seeking a Client Service Associate to coordinate nursing and home support visits. You will use scheduling software to ensure smooth operations and maintain clear communication with clients and teams.

The role requires attention to detail, strong customer service, and an ability to adapt to a fast-paced setting. Competitive benefits and career development opportunities accompany a full-time schedule.

Qualifications

• University or college education preferred; high school diploma required.
• Office Admin Certificate or Medical Terminology Certificate is an asset.
• Proficiency in MS Office, Outlook, faxing software, and database management.
• Experience in logistics or scheduling; AlayaCare familiarity is an asset.
• Experience in a healthcare environment is advantageous.
• Customer service experience in a contact center is an asset.
• Unionized environment experience is a benefit.
• A current and original copy of a satisfactory Criminal Records Check.
• The use of PPE may be required.

Responsibilities

• Assign visits to nurses and home support workers based on geography and client needs.
• Receive and process client referrals and updates; respond to inquiries from clients and doctors.
• Manage scheduling by daily adjustments for sick calls, cancellations and admissions.
• Work with team to ensure adequate staffing levels and forecast weekly needs.
• Support clients, nurses, and home support workers to ensure high-quality care.
• Adapt to a fast-paced environment with changing priorities and deadlines.
• Protect confidential information about clients and operations.
• Perform other duties as assigned.

Skills

Scheduling experience

Healthcare experience

Customer service

Union experience

PPE awareness

Criminal Records Check

Education

University or college education preferred

High school diploma required

Office Admin Certificate

Medical Terminology Certificate

Tools

MS Office suite

Outlook

AlayaCare

Faxing software

Database management

Job description

Requisition Details

Employment Status: Regular, Full time (1.0 FTE)

Program Name: eHomecare

Number of Hours Bi-Weekly: 75

Work Schedule: Days, Evenings, Nights, Weekends

On-Call:No

Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.

About us

VON Canada is a not-for-profit organization providing home and community care services for over 125 years. Focusing on person-centred care, we provide the support people need and want at home and in the community, so they can live healthier, happier lives surrounded by loved ones.

VON - At the heart of care.

About the role

Are you passionate about health care and ready to make a meaningful impact in your community? As a Client Service Associate (CSA), you'll coordinate nursing and home support visits with our clients using scheduling software and digital tools, ensuring smooth operations and excellent communication. If you are tech-savvy, customer service-oriented, and enjoy problem-solving in a fast-paced environment, we have a career in planning and scheduling for you!

What we offer

• Competitive salaries, vacation time, and paid statutory holidays
• Tiered Benefits (health, dental, LTD) for eligible employees and an Employee Assistance Program
• Defined Benefit Pension Plan with company contribution for eligible employees
• Work-life balance from structured schedules
• Comprehensive orientation program
• Opportunities for skill development, eLearning, and career advancement
• Exposure to new health care technology

What you'll do

• Assign visits to nurses and home support workers based on local geography and client needs, while ensuring continuity of care and following guidelines and planning procedures
• Manage daily tasks, including receiving and processing client referrals and updates, and responding to phone inquiries from clients, doctors, service providers, and other agencies
• Handle scheduling by managing advanced plans and making daily adjustments due to sick calls, client cancellations, and new client admissions, while also taking care of administrative duties
• Work closely with team members and management to ensure adequate staffing levels each day and deliver quality care. Also, forecast staffing needs for the week
• Support clients, nurses, and home support workers to ensure they receive high-quality care
• Adapt to a fast-paced environment with changing priorities while meeting daily and weekly scheduling deadlines
• Protect confidential information about clients, colleagues, suppliers, and VON's operations
• Perform other duties as assigned

What we're looking for

• University or college education preferred; high school diploma required
• Office Administration Certificate, Medical Terminology Certificate, or equivalent experience is an asset
• Proficiency in MS Office programs, Outlook, faxing software, and database management
• Experience in a logistics or scheduling environment; familiarity with scheduling software such as AlayaCare is an asset
• Experience in a healthcare environment is advantageous
• Previous customer service experience in a contact center environment is an asset
• Experience in a unionized environment is a benefit
• A current and original copy of a satisfactory Criminal Records Check
• The use of Personal Protective Equipment (PPE) may be required

VON Canada

Careers that fit your life. Join our team today!

A quick note: This posting is for recruitment purposes. Full job descriptions are available.

Working conditions and physical demands: This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.

Other commonly searched for terms: Administrative Assistant, Medical Office Administrative Assistant, Clerk, Scheduling Clerk, Scheduler