Health Careers For SOUTH EAST

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Victorian Order of Nurses

VON Canada is Canada’s only, national, not-for-profit, charitable home and community care organization. For more than 115 years, our nurses, therapists and other health care providers have cared for Canadians in their own homes. Today, we offer more than 75 home care, personal support, and community services designed to help people of all ages to get healthy and stay healthy. Our team of more than 5,000 staff and 9,000 volunteers serves Canadians in more than 1,200 communities across our country.

Position:  Client Service Associate Team Lead

Region:  Hastings

Description:  The Client Service Associate (CSA) Team Lead oversees the team of CSAs. Registered Practical Nurse is preferred .The successful candidate must be available to work days, evenings and weekends, as well as be part of the on-call rotation (based upon business needs). 

  • Support the effective orientation of new CSAs
  • Support the ongoing quality monitoring and reporting of key performance indicators and metrics to ensure that the program managers and Care delivery teams receive information on quality indicators related to team performance
  • Sets up in conjunction with the super-user the orientation of new CSAs and provides ongoing learning support to current service associates in the Trenton site
  • Helps to identify any learning needs of CSAs in a given program
  • Communicates orientation and ongoing learning needs to site leadership and educator to support the growth and development of the CSA role
  • Works as part of the Service Delivery team in the intake of new clients, and the planning and maintenance of scheduling client and service provider shifts and service records
  • Liaise with funders, clients and the care team in the community regarding services and information and is the first point of contact for all incoming service requests
  • Receive and process referrals and updates, service provider reports and responds to phone inquiries from community, customers, clients, co-workers/team members, doctors, service providers and other agencies.
  • Coordinate all standardized data input, triaging of calls and information and the ongoing coordination of client service and service provider schedules and updates
  • Will participate with CSA Team to self schedule
  • Monitor, review and report Call Center Anywhere stats (telephony) and provide follow up
  • Data collection and statistical reporting as requested
  • Participates in staff, TL and CSA meetings
  • Development of the TL position
  • Fosters and supports self direct CSA Team, creating independent of the CSA within the skills and performance of the role
  • Quality culture and process involvement as required
  • Other duties/task as assigned by Manager

  • Diploma or certification in Medical Office Administration
  • Certificate in Medical Terminology or equivalent
  • Registered Practical Nurse is preferred for this role.
  • 2 years experience in a medical office environment and/or community health care organization
  • Previous experience working in health care sector and/or planning and scheduling for greater than fifty staff would be considered assets
  • Demonstrated skills in team leadership/supervision, showing initiative and positive influence of colleagues and peers
  • Ability to provide high quality customer service in a fast paced environment with multiple priorities and competing deadlines
  • Demonstrated skills in conflict resolution, problem solving & critical thinking
  • Excellent communication skills; both written and oral
  • Demonstrated use of Microsoft Office suite of programs, including Word, Excel, and PowerPoint, data entry into a known database – preferably Procura, use of multi-line and/or web based phone system
  • Experience with technological based communications e.g. email, blackberry, fax to email
  • Ability to speak French is an asset in French Designated areas
  • Current and original copy of a satisfactory Criminal Records Check is required upon the start of your employment
  • A Vulnerable Sector Search and/or Child Abuse Registry Check may be required 

Work Conditions and Physical Capabilities: Fast-paced Environment; Attention to Detail; Lift and carry using appropriate lifting techniques; Bend, push, pull, grip, reach, kneel, crouch using good body mechanics; Walk, sit, stand, climb stairs; Fine hand movements. 
VON Canada is committed to meeting the needs of persons with disabilities and to providing accessibility accommodations for candidates who require them. If you are in need of accessibility support, please visit our website  at for further information and contact details.

Salary:  TBD

Terms of Employment:  Regular, Full-Time

Deadline for Application:  Wednesday, June 27, 2018

How to Apply:  

Applications are accepted while this link is active:

Location:  Trenton

Profession Type:  Administrative and Clerical

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