Customer Care Representative à Canada

Employment Status: Permanent, Part-time (0.8 FTE)
Program Name: Visiting Nursing
Work Schedule: Days, Evenings, Includes Weekends
Number of Bi-Weekly Hours: 60
On Call: No
Existing Vacancy: Yes - we’re currently hiring candidates for an existing vacancy in this position.

We’re seeking a tech‑savvy, customer‑service‑oriented individual who enjoys problem‑solving in a fast‑paced environment. Join our Client Service Team today!

VON provides home and community care to more than 10,000 people every day in Ontario and Nova Scotia. As a registered charity and not‑for‑profit, our organization is all about the difference we can make in people’s lives. Working at VON is more than just a job; it is a career that impacts how Canadians live. Our Client Service Team operates 365 days per year and is provided with consistent schedules which have day shifts and an evening and weekend rotation.

• Assign client visits to nurses and home support workers using knowledge of local geography, client needs, and continuity of care while following collective agreement guidelines and established planning procedures.
• Daily activities include receiving and processing client referrals and updates, responding to phone inquiries from clients, doctors, service providers, and other agencies, advanced scheduling, daily scheduling changes (i.e., sick calls, client cancellations, new client admissions), and other administrative duties.
• Work closely with team members and management to ensure daily staffing levels are sufficient, and the delivery of quality client care and service are met, as well as forecasting weekly staffing needs.
• Support clients, nurses, and home support workers to ensure delivery of quality care.
• Work in a fast‑paced environment with rapidly changing priorities while meeting daily and weekly scheduling deadlines.
• Ensure that confidential information relating to clients, work colleagues, suppliers, and VON’s operations are properly protected and not disclosed to third parties.
• Other duties/tasks as assigned by manager.

• Competitive salaries and vacation time.
• Tiered benefits (health, dental, LTD) and an Employee Assistance Program for eligible employees.
• Defined Benefit Pension Plan with company contribution for eligible employees.
• Comprehensive orientation program.
• Opportunities for skill development, eLearning, and career advancement.
• Experience with new health‑care technology such as CellTrak and Procura.
• Be part of a health‑care team that provides support to people in your community and frontline workers.

• University/College education preferred; High School Diploma required.
• Office Administration Certificate, Medical Terminology Certificate, or equivalent experience is an asset.
• Proficiency with MS Office programs, Outlook, faxing software, and database management.
• Experience in a logistics or scheduling environment and experience with scheduling software such as Procura is an asset.
• Experience in a health‑care environment is an asset.
• Previous customer service experience in a contact center environment is considered an asset.
• Experience in a unionized environment is considered an asset.
• A current and original copy of a satisfactory Criminal Records Check is required upon the start of your employment.
• The use of Personal Protective Equipment (PPE) may be required.

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.

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.