Client Care Navigator

Scope and Summary

of Primary Responsibilities

The Client Care Navigator (CCN) will coordinate and integrate supports and services around the person living with vision loss.

In this direct client service role, they will be the key contact or navigator for individuals after a vision loss diagnosis.

The responsibilities include assessment, supporting the client to achieve their care plan goals, and strengthening the communication and linkages between VLR Staff and external community health care providers across the continuum of care.

The CCN will strive to ensure that every person referred to VLR for service has timely access to VLR service information, connection to the healthcare system and appropriate supports when and where they need it to achieve the following outcomes :

• To provide individuals with vision loss, healthcare navigation to increase and enhance the healthcare system's capacity.
• To improve the client's experience and wellbeing.
• To enhance a client's capacity to remain independent for as long as possible.

II. Essential Functions

• Schedule all VLR therapy appointments with primary service provider and specialized service provider
• Seek feedback on client satisfaction and take remedial action as required.
• Monitor and provide proactive follow-up for clients to ensure ongoing collaboration across services / providers.
• Identify opportunities for new or emerging care options to meet changing needs and to address service / support gaps.
• Ensures that all service-related activities provided are documented in the client health record following VLRC policies.
• Interacts with clients, their family, and caregivers to develop and identify vision related goals.
• Builds and maintains good working relationships with professionals in other agencies and community groups.
• Educates community partners about Vision Loss Rehabilitation Canada and its specialized services offered to people with vision loss.
• Participates in multi-disciplinary team meetings.
• Pro-actively facilitate linkages, communication, information exchange opportunities and coordination between clients and service providers in the health care system.
• Understanding of roles and linkages between the Primary and Specialized Service Provider with the Service Delivery Model.
• Builds and / or maintains partnerships through sharing of knowledge, treating confidential information appropriately following VLRC policies when dealing with partners and stakeholders.
• Experience in caseload management, medical documentation, and maintain electronic medical records

Requirements

III. Qualifications

Knowledge and Skill Requirements

• You have 3 to 5 years client service experience in the health and / or social service sectors.
• You have experience working directly with people living with vision loss.
• You have experience and knowledge in management of chronic and complex health conditions.
• You have knowledge of available community services / supports and clinical, social, and residential care options.
• You have an understanding of roles and linkages across primary care, community care and specialized geriatric services.
• Have a strong knowledge of client-centered philosophy.
• You have knowledge of clinical expertise related to client centered, interviewing, assessments, and scheduling practices.
• You are experienced in client assessments and care planning / coordination.
• You have experience working in settings requiring inter-professional collaboration.
• Excellent communication (verbal and written).
• You have exceptional interpersonal skills, including shared decision-making and facilitation.
• You can prioritize workload and manage competing tasks.
• You have the ability to take initiative and be resourceful.
• You have excellent problem-solving skills.
• You are proficient in technology (e.g. : Microsoft office and case management and care coordination systems).
• You have demonstrated ability to work independently and within a team.
• You are bilingual (French and English)
• You have expertise and experience in cultural sensitivity and diversity

Experience and Education

• Registered health professional designation an asset.
• Minimum bachelor's degree in Social Work, Gerontology or other related health care discipline.
• 3 or more years’ experience working with individuals with vision loss.

Work Environment

• Willingness to work flexible hours.
• Willingness to work in a variety of settings.

Benefits