Client Service Associate

Client Service Associate (CSA) – Planning & Scheduling – Part‑time 0.6 Employment Status: Permanent, Part‑time (0.6 FTE) Program Name: Visiting Nursing Number of Hours Bi‑Weekly: 45 Work Schedule: Days, Evenings, Weekends Union/Bargaining Unit: LiUNA On Call: No Existing Vacancy: Yes – we’re currently hiring candidates for an existing vacancy in this position Full‑time orientation of 4–6 weeks is required in Trenton during weekdays (9:00 am–5:00 pm). 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 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. Utilises customer‑service and communication skills to obtain client/family information and assigns clients to service providers using Procura software. Provides work assignments using local geographic knowledge that meets client need and maximises continuity of care. Keeps up‑to‑date with daily changes such as changes in client service authorisations and/or care plans. Reschedules client visits when unexpected staff changes occur (e.g., sick call). Receives and triages information in accordance with defined timelines. Enters data referral information and general information into the client database. Participates with the team to address risk‑management issues. Monitors the CellTrak Portal to confirm service provider arrival/ departure and client care compliance. Ensures client and staff confidentiality is maintained at all times. Common Responsibilities Promotes the goals and values of VON and their role as an integrated community care provider. Promotes a safe and healthy workplace in accordance with provincial Occupational Health and Safety Act and VON Safety Management System. Abides by all VON policies, work practices, and confidentiality/protection of personal information policies. Works collaboratively with other staff in a team approach to service delivery. External and Internal Relationships Works collaboratively with site program management to forecast staffing needs. Engages with service providers, clinical resources, clients and client family members as needed to ensure quality of care/service to the client. Collaborates with other CSAs, site programme managers and supervisors to ensure quality care/service to client. 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 (Outlook, faxing software, database management). Minimum of 1 year of experience in a scheduling environment preferred. Experience in a unionised environment considered an asset. Experience in health‑care environment preferred. Previous customer‑service experience in a contact‑centre environment considered an asset. Experience with scheduling software such as Procura an asset. Skill Requirements Ability to plan, organise 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. Use of protective personnel equipment (PPE) may be required. Working Conditions and Physical Demands This role requires a detail‑oriented approach in a dynamic environment. Physical activity includes lifting, carrying (using proper techniques), bending, reaching, kneeling, and climbing stairs. The position involves walking, sitting, standing, and fine hand movements throughout the day. Internal Applicants Note If you are applying to a unionised 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. Other commonly searched terms: Administrative Assistant, Medical Office Administrative Assistant, Clerk, Scheduling Clerk, Scheduler. #J-18808-Ljbffr