Client Service Representative

**Career Opportunity: Client Service Representative & Remote Care Monitoring**

**Permanent Full Time - Wednesday-Friday (7:00am-3:00pm) & Saturday & Sunday (3:00pm-11:00pm)**

The Toronto Grace Health Centre (TGHC) provides, specialized care to those individuals who require Complex Continuing Care, Post-Acute Care Rehabilitation, Transitional Care, and Palliative Care services. The care and services provided at TGHC help facilitate the patient flow through the health care system and ensures recovery to those individuals who may return to their homes or to Long Term Care (LTC) facilities in their communities. TGHC operates in 4 sites - the Main site (Church & Bloor St), Harbour Lights site and Specialized Care Centre located at (Victoria Park & McNicoll) and Remote Care Monitoring site (2 Overlea Blvd.). Our organization is committed to collaborating with patients and families in their journey through the health care system, effectively supporting their integration back into the community.

As a compassionate, caring, and influential member of the inter-professional team, you will make a personal difference in the quality of life of our patients, residents, and families. If you want to work in an environment where every face is familiar and where care, compassion, and commitment flow to the persons that we serve as well as the staff, join our team and become part of an amazing team with the Toronto Grace family.

**Position Summary**:
The Manager - Remote Care Monitoring (RCM)/RCM+ & Assess and Restore department at the Salvation Army, Toronto Grace Health Centre is currently seeking a Client Service Representative & Remote Care Monitoring practices under the guidance of their professional bodies and in accordance with the principles of the Patient Centered Care and the values, mission and philosophy of the Toronto Grace Health Centre and GRTHealth. This position operates under the direction and supervision of the Remote Care Monitoring Manager. Client Service Representative & Remote Care Monitoring are any professional with a background in social services and/or healthcare.

The Client Service Representative & Remote Care Monitoring is responsible for the direct oversight of the virtual call center via the patient consolidated platform of the remote monitoring database. The Client Service Representative & Remote Care Monitoring as further responsible for taking necessary steps to ensure patients on the program are safe and will take action when patients are not responding. The Client Service Representative & Remote Care Monitoring will work directly with GRTHealth, family, HCCSS, and other partners of the circle of care to ensure safety of the patient is adhered to. The Client Service Representative & Remote Care Monitoring as such is part of the interdisciplinary team and will follow the overall plan of care for the patient by demonstrating the clinical knowledge, critical thinking/judgement required to carry out assigned duties.

**Responsibilities**:

- Monitor the Remote Care Monitoring call centre, responding to live alerts that are generated by the program’s safety devices.
- Assess and prioritize client needs (emergency vs. non-emergency) and follow appropriate escalation protocols (e.g. call to EMS, to family members, etc.)
- Communicate with clients in an inbound and outbound capacity, with care and urgency.
- Provide assurance and social support to clients and families
- Document all interactions in the RCM database and provide updates to other team members
- Escalate concerns to the program manager, as needed

**Qualifications**:

- Successful completion of post-secondary education (college or university). Education in a healthcare profession, preferred
- At least 3 months of experience working in customer service
- Work and/or volunteer experience in a healthcare setting, an asset
- Excellent interpersonal skills, particularly with older adults.
- Excellent documentation skills
- Ability to learn new systems and software quickly
- Ability to think quickly and critically to address emergency situations in a prompt manner
- Excellent problem-solving skills
- Ability to speak a second language is an asset

**Administration**:

- Participates in program-wide quality improvement projects that improve the provision of care and service to patients and families as required.
- Promotes the maintenance of a safe and healthy work environment.
- Is an active member of hospital committees and working groups as required
- Participates in orientation of new staff and volunteers as required.
- Maintains accurate statistical data as required.

**Professional Development**:

- Participates in continuous education opportunities to maintain a current and accurate knowledge base and applies best practices to the clinical environment.
- Participates in the virtual technology seminars as needed
- Performs other duties as assigned.

The Salvation Army Toronto Grace Health Centre has been accredited with commendation