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

VON Canada; Mount Forest; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading community care provider is seeking a Client Service Associate (CSA) to facilitate client intake and service provider assignments. The CSA will maintain schedules, ensure quality care, and collaborate with team members to meet client needs effectively.

Qualifications

• Minimum 1 year experience in a scheduling environment preferred.
• Medical terminology certificate is an asset.

Responsibilities

• Maintains service providers' schedules and documentation.
• Utilizes customer service skills to assign clients to service providers.
• Monitors service provider arrivals and ensures client safety.

Skills

Planning

Organization

Communication

Problem Solving

Teamwork

Customer Service

Education

High School diploma

Office Administration certificate

University/college education

Tools

MS Office

Procura

Job description

Requisition Details:

Employment Status: Temporary, Full-time (1.0 FTE)
Program Name: Transportation
Number of Hours Bi-Weekly: 75
Work Schedule: Days
Anticipated End Date: May 2026
On-Call: No
Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.

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 that every service provider’s caseload is properly assigned, client expectations are met, and service levels are achieved.

Key Responsibilities:

1. Maintains service providers' schedules (master rotations and availability) as directed by site program management.
2. Maintains accurate documentation and communications to clients, service providers, and other VON staff.
3. Utilizes appropriate customer service and communication skills to obtain information from clients/families and assigns clients to service providers using Procura software.
4. Provides work assignments considering local geography to meet client needs and maximize continuity of care, within collective agreements and established planning rules.
5. Keeps up-to-date with daily changes such as client service authorizations and care plans.
6. Reschedules client visits when unexpected staffing changes occur, such as sick calls.
7. Receives and triages information in accordance with defined timelines.
8. Enters referral and general information into the client database.
9. Participates with the team to address risk management issues.
10. Monitors the CellTrak Portal to confirm service provider arrivals and departures, ensuring client safety and proper care delivery, enabling timely interventions.
11. Ensures confidentiality of clients and staff at all times.

Common Responsibilities:

• Promotes the goals and values of VON as an integrated community care provider.
• Ensures a safe and healthy workplace in accordance with provincial Occupational Health and Safety Act and Regulations.
• Adheres to all VON policies and work practices.
• Maintains confidentiality and protection of personal information policies and practices.
• Works collaboratively with other staff to deliver services effectively.

External and Internal Relationships:

• Collaborates with site management to forecast staffing needs.
• Engages with service providers, clinical resources, clients, and families to ensure quality care.
• Coordinates with other CSAs, site managers, and supervisors to ensure quality service delivery.

Education, Designations, and Experience:

• High School diploma and Office Administration certificate or equivalent experience required.
• University/college education preferred.
• Medical terminology certificate is an asset.
• Proficiency in MS Office, including Outlook, faxing software, and database management.
• Minimum 1 year experience in a scheduling environment preferred.
• Experience in a unionized environment and healthcare setting is an asset.
• Customer service experience in a contact center is 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 oral and written communication skills.
• Problem-solving skills and adaptability to changing priorities.
• Teamwork and collaboration skills.
• Strong customer service skills.
• Proficiency with computer software and quick, accurate keyboarding (minimum 45 wpm).

Other:

• Current criminal background check including vulnerable sector screening required.
• Use of Personal Protective Equipment (PPE) may be required.

Working conditions involve a dynamic environment with physical activities such as lifting, carrying, bending, reaching, kneeling, and other movements emphasizing good body mechanics. Tasks may require walking, sitting, standing, climbing stairs, and fine hand movements.