Client Services Team Lead managing existing client portfolios and ensuring service satisfaction at ServisFirst. Leading client relationship efforts and overseeing team performance.
About the role
- Client Service Associate at VON Canada managing client intake and service provider assignments. Ensuring client care continuity and service level achievement in a scheduling environment.
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.
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.
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