Client Service Associate (CSA) - Planning & Scheduling - Part-time 0.6

VON Canada; Central Ontario; On-site; CAD 35,000 - 45,000; Part time

Job summary

A non-profit health organization is seeking a part-time Client Service Associate to support the intake of clients and assign them to service providers. The role requires strong organizational skills, effective communication, and previous experience in a scheduling environment. The ideal candidate should have a high school diploma and preferably an office administration certificate. This entry-level position is essential for ensuring proper client care and meeting service levels in a fast-paced environment.

Qualifications

• 1 year of experience in a scheduling environment preferred.
• Experience in a health care environment preferred.
• Previous customer service experience in a contact center is an asset.

Responsibilities

• Maintain service provider schedules and documentation.
• Assign clients to service providers using Procura software.
• Ensure client confidentiality and quality of service.

Skills

Planning and organization

Problem-solving

Customer service

Communication skills

Education

High School diploma

Office administration certificate

Medical terminology certificate

Tools

MS Office

Procura scheduling software

Job description

Overview

Client Service Associate (CSA) - Planning & Scheduling - Part-time 0.6 FTE. This role supports intake of new clients and assignment of clients to service providers through VON’s standard operating procedures, ensuring proper caseload assignments, meeting client expectations, and achieving service levels.

Key Details

• Employment Status: Permanent, Part-time (0.6 FTE)
• Program Name: Visiting Nursing
• Hours Bi-Weekly: 45
• Work Schedule: Days, Evenings, Weekends
• Union/Bargaining Unit: LiUNA
• On Call: No
• Existing Vacancy: Yes – currently hiring for an existing vacancy

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 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 triages information in accordance with defined timelines.
• Enters data referral information and general information in client database.
• Participates with team to address risk management issues.
• Monitors the CellTrak Portal to confirm that service providers have arrived and departed from the home safely and that clients are receiving the care ordered, allowing timely intervention when variances are noted.
• Ensures client and staff confidentiality is maintained at all times.

Common Responsibilities

• Promotes the goals and values of VON as an integrated community care provider.
• Promotes a safe and healthy workplace in accordance with provincial Occupational Health and Safety Act and Regulations.
• Abides by all VON policies and work practices.
• Abides by confidentiality and protection of personal information policies and ensures safeguards are in place within their role.
• Works in collaboration with other staff in a team approach to service delivery.

External and Internal Relationships

• Collaborates with site program management to forecast staffing needs.
• Engages with service providers, clinical resources, clients and family members as needed to ensure quality of care/service.
• Coordinates with other CSAs, site program managers and supervisors to ensure quality care/service to clients.

Education, Designations and Experience

• 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.
• Minimum of 1 year 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 is an asset.

Skill Requirements

• 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 (minimum 45 wpm).

Other

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

Working conditions

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. The role may involve walking, sitting, standing, and climbing stairs throughout the day, with some tasks requiring fine hand movements.

Additional Notes

Attention Current Employees (Internal Applicants): If you are applying to a unionized position and you are a member of its bargaining unit, please note that the posting may remain open beyond the deadline if there are not enough applicants. The posting may close at VON’s discretion or follow a rolling deadline per the applicable Collective Agreement.

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

Seniority level

• Entry level

Employment type

• Part-time

Job function

• Other
• Industries: Wellness and Fitness Services, Hospitals and Health Care, and Non-profit Organizations