Client Service Associate
1 month ago
Temporary, Full Time (1.Program Name: Visiting Nursing
Number of Hours Bi-Weekly: 75
Work Schedule: Days, Evenings, Weekends
Union/Bargaining Unit: NSGEU
Looking for a career in health care that provides you with an opportunity to make a difference in your community?
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. 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. The Client Service Associate – Team Lead (CSA-TL) facilitates the team of CSAs’ in a geographic grouping. In addition to performing the functions of a CSA for a specific team, the TL leads the quality monitoring and reporting of metrics for the client care team. The TL works under the supervision of the Manager, Care and Service to ensure the required skills and competencies of the Client Service Associates are developed, monitored and meet the broader team needs.
Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issues
Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service
Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service
Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary
Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions
Ensures shift hand-offs are complete and comprehensive
Participates in LEAN problem solving initiatives to support client care and delivery
Post-secondary education an asset
Office Administration certification or experience an asset
One to two years previous customer service experience and experience in a scheduling environment
Experience in a contact center environment is an asset
Experience in health care environment preferred
Experience in a unionized environment is an asset
Proficient in Microsoft Office programs, faxing software and database management
Medical terminology an asset
Knowledge of scheduling software, such as Procura, is an asset
Able to speak French language an asset in French Designated Areas
A Vulnerable Sector Search and/or a Child Abuse Registry Check may be required
lift and carry using appropriate lifting techniques; 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). VON Canada is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. If you are in need of accessibility support, please visit our website at for further details.
VON Canada is committed to embracing and celebrating diversity, equity, and inclusion (EDI) as fundamental to living out our values of Respect, Compassion, and Excellence in all that we do.
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