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| » Job Details |
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| Position: |
Client Services Representative (Multiple positions, Full/Part Time (Rotating Shifts: Days, Evenings, Weekends)) |
| Industry Category: |
Health Services
Not For Profit
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| Location: |
Mississauga, ON
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| Job Number: |
102637 |
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:: Overview ::
Within the framework of quality management, the Client Service Representative (CSR) works as part of a team to facilitate the intake of new clients and the assignment of clients to service providers through VON’s approved or prescribed processes. The CSR ensures that every service provider’s caseload is properly assigned and client’s expectation is met. A CSR also maintains accurate documentation and communications to clients, service providers and other users. A CSR may have to manage client expectations to ensure the expected service level is achieved.
:: Our Client ::
VON is a not-for-profit, national health care organization and registered charity offering a wide range of community health care solutions, 24 hours a day, 7 days a week.
:: What You Will Do ::
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Ensures client visits are scheduled and service providers’ caseloads are properly assigned by:
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Entering and maintaining staff schedules as directed by branch program management.
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Assigning clients to service providers using areas as designated by the manager.
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Providing caseloads to staff that meet client needs and maximize continuity of care, while working within the provisions of collective agreements.
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Strictly following the VON’s approved processes for client assignment using the approved scheduling software.
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Assigning caseloads /clients to service providers using knowledge of local geography and VON districts, to minimize the need for travel and overtime within the prescribed process for scheduling.
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Keeping up-to-date with daily changes such as staff availability, changes in client service authorizations and/or care plans.
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Liaising with services providers, other CSRs, branch program managers and supervisors, clients and customers to ensure quality of care/service to the client.
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Being available to work required shifts and completing all scheduling assignments as required by direct supervisor.
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Communicates effectively and ensures accuracy of information by:
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Ensuring client and service provider information is accurate and up-to-date in the scheduling database.
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Providing timely information, through the use of communication technology (telephone, fax, e-mail, voice-mail), to field staff.
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Maintaining effective communication with the Client Services Supervisor, other CSRs, intake nurses, clients, CCAC Case Managers and other colleagues to ensure team goals are achieved.
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Maintaining effective communication with branch program managers and supervisors to ensure planning and service delivery is meeting the client needs.
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Using effective customer service and problem solving skills to deal with all clients/customers/staff in a pleasant, professional manner. Ensuring client and staff confidentiality is maintained at all times
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Contributing to the principles of customer-focused service and continuous quality improvement
:: What You Will Bring ::
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Grade 12 required, university/college education preferred
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Must have office administration or office information technology expertise
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Medical terminology would be an asset
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One-two years experience scheduling
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Experience in clinical environment preferred
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Proficiency in MS Office programs, including Outlook, faxing software, and database management.
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Ability to plan, organize and coordinate activities
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Communication skills, both oral and written
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Ability to work collaboratively as a member of a team
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Strong customer service skills
:: What You Should Expect ::
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An organization which supports staff provision of quality care.
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Challenging and satisfying work in a unique community setting.
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Clinical practice support along with a competitive salary and benefits package.
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A great opportunity to join an expanding, exciting, client-focused healthcare organization.
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