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

VON; Northwestern Ontario; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salaries

Vacation time

Paid statutory holidays

Health, dental, LTD

Employee Assistance Program

Defined Benefit Pension Plan

Structured orientation

Career development & eLearning

Exposure to new health care technology

Job summary

VON Canada is seeking a Client Service Associate (CSA) to coordinate nursing and home support visits using scheduling software, ensuring smooth operations and clear communication. The role suits tech-savvy candidates who excel in customer service and problem-solving within a fast-paced setting.

Responsibilities include assigning visits, handling referrals, and maintaining scheduling accuracy while collaborating with nurses and management to ensure adequate staffing and high-quality care.

Qualifications

• 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.

Responsibilities

• Assign visits to nurses and home support workers based on local geography and client needs, ensuring continuity of care.
• Manage daily tasks: client referrals, updates, and inquiries from clients, doctors, and service providers.
• Handle scheduling with advanced plans and daily adjustments due to sick calls, cancellations, and admissions; perform admin duties.
• Work with team and management to ensure 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 while meeting scheduling deadlines.
• Protect confidential information about clients and operations.
• Perform other duties as assigned.

Skills

Scheduling

Customer service

MS Office

Outlook

Database management

Faxing software

Healthcare experience

Scheduling software

Education

University or college education

High school diploma

Office Administration Certificate

Medical Terminology Certificate

Tools

AlayaCare

Scheduling software

Job description

Requisition Details:

Employment Status: Regular, Full-time (1.0 FTE)
Program Name: Visiting Nursing
Number of Hours Bi-Weekly: 75
Work Schedule:Days with an evening and weekends rotation
Union/Bargaining Unit: UNIFOR
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

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.

Attention Current Employees (Internal Applicants)

If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its’ discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.

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

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