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On Call Coordinator

2 months ago

Scarborough, Canada TransCare Community Support Services Full time

**Position Overview**:
Responsible for scheduling and coordinating client services, after regular business hours, to ensure a high level of client, partner and worker satisfaction. The position entails direct contact with clients, and managing their needs.

**Primary Duties & Responsibilities**:

- General:

- Provide support for clients and staff in emergency situations.
- Communicate with funders (VHA/HCCSS), staff, clients and or their representatives
- All agency policies, procedures and practices must be adhered to (see copies in handbook).
- Scheduling:

- Receive and respond to after-hours calls from funders, clients and staff regarding services.
- Rescheduling or updating changes of schedules as they occur.
- Intake and scheduling of new clients.
- Reporting and Documentation
- Notifies all contractors of any changes in regards to client’s status, services or emergencies.
- Provide required information through verbal and written reports to all personnel within the department.
- Documentation in AlayaCare.
- VHA Billing Change Form must be completed for service schedule changes.
- Documentation of all incident reports from client or staff and sent to Manager/Supervisor immediately.
- Documentation of staff reports and feedback.
- Advises Management of all status of work in progress and potential risks that will impact quality of services.
- This position involves extensive telephone work and interaction with caregivers, clients and funders.
- Perform other duties and responsibilities as directed by Program Manager.

**Job Specifications**:

- Must have prior scheduling experience, in a Healthcare setting preferred.
- College diploma in healthcare or related discipline preferred (i.e. Gerontology or Social Services).
- Experience working in Home Care, Home Health or senior related services would be an asset.
- Familiarity with medical office terminology.
- AlayaCare experience an asset.
- Good Microsoft Office and keyboarding (50 wpm) skills.
- Effective communication skills and superior, courteous telephone etiquette; able to defuse and resolve difficult situations and complaints.
- Sensitive and responsive to client and staff diversity (culture, age, language, condition) and communication challenges.
- Excellent organizational skills, attention to detail, and multi-tasking skills.
- Can work independently and as a team contributor in a fast-paced environment.
- Ability to speak another language is an asset i.e. Tamil, Italian, Cantonese, Mandarin.
- Strong analytic and time management skills.
- Strong communication skills (both written and verbal).
- Able to adapt to various environments, and work in individual and/or team settings.
- Detail oriented with excellent documentation and reporting skills.

**Work Conditions and Physical Capabilities**:

- Available to be on-call during the period of:

- Weekdays: 4:30pm to the next morning at 8:30am
- Weekends and statutory holidays: AM shift: 6am-2pm and PM shift: 2pm-10pm
- Regular rotation: 1-in-3 weeks for weekdays and bi-weekly for weekends, statutory holidays on rotation
- As needed (backup when other on-call/in-office coordinators are off, 8:30am - 4:30pm)
- Flexibility to attend staff meetings or training sessions as required.
- Must be available to complete in-office orientation (date & time TBD)
- Available to work a minimum of two weeks within a four-week period.
- Work from home, with significant computer and telephone use.
- Will be required to provide coverage for other Client Services Coordinators located in the Head Office, as needed.

NOTE: This is a position in Bargaining Unit.

**About us**:
TransCare® is dedicated to addressing specific clients’ needs including; gender, language and cultural requirements in particular, when providing personal care for older adults with challenges. Selection of personnel will be based on current clients’ needs at the time of posting.

**Disclaimer**:

- The information in this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required by employees assigned to this job. The agency reserves the right to make changes to this position as business dictates._

**Job Types**: Part-time, Permanent

Pay: $19.90 per hour

**Benefits**:

- Employee assistance program
- On-site parking
- Work from home

Application question(s):

- Can you attend 2-3 weeks on-site training?

**Education**:

- DCS / DEC (required)

**Experience**:

- health care: 1 year (preferred)
- Scheduling: 1 year (required)

Work Location: Hybrid remote in Scarborough, ON

Application deadline: 2024-12-09