Client Service Associate

4 weeks ago

Southwestern Ontario, Canada VON Canada Full time

Client Service Associate (CSA) – Planning & Scheduling (Part‑time 0.5) Join our Visiting Nursing program. The CSA facilitates intake of new clients and assignment of clients to service providers, ensuring caseloads are properly balanced, client expectations met, and service levels achieved. Key Responsibilities Maintain service provider schedules (master rotations and availability) as directed by site program management. Document and communicate updates to clients, service providers, and VON staff. Collect information from clients/families and assign clients to providers using Procura. Use local geography knowledge to maximize continuity of care while respecting agreements and planning rules. Track daily changes such as authorization updates or care plan changes. Reschedule client visits when staffing changes occur. Triage client information within defined timelines. Enter referral data into the client database. Collaborate with the team on risk‑management issues. Monitor the CellTrak Portal to ensure providers arrive/depart safely and to detect care variances. Maintain client and staff confidentiality. Common Responsibilities Promote VON’s values and integrated community care role. Support a safe, healthy workplace per provincial OHS regulations. Adhere to VON policy, confidentiality, and confidentiality-safeguarding practices. Collaborate with colleagues for service delivery. Relationships Work with site program management to forecast staffing needs. Engage providers, clinical resources, clients, and families as needed. Coordinate with other CSAs, program managers, and supervisors. Education & Experience High school diploma and office administration certificate or equivalent required. University/college education preferred. Medical terminology certificate a plus. Proficiency in MS Office, Outlook, faxing, database management. Minimum 1 year scheduling experience preferred. Unionized/hospital or health‑care environment experience a plus. Contact‑center customer‑service experience a plus. Experience with Procura scheduling software a plus. Skills Planning, organization, and coordination. Thrives in fast‑paced, deadline‑driven environment. Excellent oral and written communication. Problem‑solving and adaptability. Team collaboration. Strong customer‑service orientation. Computer literacy; keyboarding 45+ wpm. Can perform routine physical tasks (lifting, bending, reaching). Other Requirements Current criminal background check (vulnerable sector screen) required. Use of personal protective equipment (PPE) may be required. Working Conditions Detail‑oriented, dynamic environment; requires walking, standing, carrying, bending, reaching, kneeling, fine hand movements. May need to climb stairs. #J-18808-Ljbffr

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