Client Service Associate (CSA) - Planning & Scheduling - Full-time

Requisition Details : Employment Status : Regular, Full-time (1.0 FTE). Program Name : eHomecare. Number of Hours Bi-Weekly : 75. Work Schedule : Days, Evenings, Weekends. On Call : No. Existing Vacancy : Yes - we're currently hiring candidates for an existing vacancy in this position.

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.
• Utilizes appropriate customer service and communication skills to obtain information from the client / family where applicable and assigns clients to service providers using Procura software.
• Provides work assignments using knowledge of local geography that meets client need and maximizes continuity of care, while working within the provisions of collective agreements and established planning rules.
• Keeps up-to-date with daily changes such as changes in client service authorizations and / or care plans.
• Reschedules client visits when there is an unexpected change in the current day’s staffing levels such as a sick call.
• Receives and triage information in accordance with defined timelines.
• Enters data referral information and general information in client database.
• Participate with team to address risk management issues.
• Monitors the CellTrak Portal, a quality and risk management tool, to confirm that service providers have arrived and departed from the home safely and that clients are receiving the care that has been ordered (safety / outcomes) to allow timely intervention when service delivery variances are noted.
• Ensures client and staff confidentiality is maintained at all times.

Common Responsibilities

External and Internal Relationships

Education, Designations and Experience

Skill Requirements

Other

Working conditions and physical demands : This role requires a detail-oriented approach in a dynamic environment, with physical activity including lifting, carrying (using proper techniques), bending, reaching, kneeling, and other movements that emphasize good body mechanics. Individuals in the role are required to walk, sit, stand, and climb stairs throughout the day, with some tasks requiring fine hand movements.

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