Client Service Associate – Planning & Scheduling

Role Overview

• 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.
• Maintains service providers schedules as directed by site program management.
• Maintains accurate documentation and communications to clients, service providers and other VON staff.
• Utilizes customer service skills to obtain information from the client/family.
• Provides work assignments that meet client need and maximizes continuity of care.
• Keeps up-to-date with daily changes in client service authorizations and/or care plans.
• Reschedules client visits when there is an unexpected change in staffing levels.
• Monitors the CellTrak Portal to confirm service delivery variances are noted.
• Ensures client and staff confidentiality is maintained at all times.

Requirements

• High School diploma and Office administration certificate or equivalent experience required.
• University/college education preferred.
• Medical terminology certificate would be an asset.
• Proficiency in MS Office programs, including Outlook, faxing software, and database management.
• A minimum of 1 year of experience in a scheduling environment preferred.
• Experience in a unionized environment considered an asset.
• Experience in health care environment preferred.
• Previous customer service experience in a contact center environment is considered an asset.
• Experience with scheduling software such as Procura an asset.