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

VON; Hamilton; On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Competitive pay

Vacation time

Paid statutory holidays

Health, dental, LTD benefits

Defined Benefit Pension Plan

Work-life balance

Orientation program

Skill development/eLearning

Exposure to health care technology

Job summary

VON Canada in Hamilton is seeking a Client Service Associate to coordinate nursing and home support visits using scheduling software. You will assign visits, process referrals, respond to inquiries from clients, doctors, and providers, and help ensure continuity of care.

The role requires relevant education, proficiency in MS Office and scheduling tools, and prior customer service or scheduling experience. The position offers competitive pay, benefits, and a structured orientation.

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.

Responsibilities

• Assign visits to nurses and home support workers based on geography and client needs, ensuring continuity of care.
• Manage daily tasks including receiving and processing client referrals and updates; respond to inquiries from clients, doctors, and providers.
• Handle scheduling by managing advance plans and daily adjustments due to sick calls and new admissions; perform administrative duties.
• Collaborate with team and management to ensure adequate staffing levels and forecast weekly needs.
• Support clients, nurses, and home support workers to ensure high-quality care; adapt to changing priorities while meeting deadlines.
• Protect confidential information about clients, colleagues, suppliers, and VON operations.
• Perform other duties as assigned.

Skills

Customer service

Scheduling

Communication

Team coordination

Education

University or college education

High school diploma

Tools

MS Office

Outlook

Faxing software

Database management

AlayaCare

Job description

Requisition Details:

• Employment Status: Temporary, Full-time (1.0 FTE)
• Program Name: Visiting Nursing/Clinic/Shift Nursing
• Work Schedule: Days, Evenings, Weekends
• Number of Hours Bi-Weekly: 75
• Union/Bargaining Unit: OPSEU
• Anticipated End Date: November 2027
• 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

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.

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.

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