Requisition Details:
Employment Status: Regular, Full-time
Program Name: Visiting Nursing
Work Schedule: Days, Evenings, Weekends
Number of Bi-Weekly Hours: 75
Union/Bargaining Unit: NSNU
On Call: No
Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.
Job Summary:
The Client Service Associate – Team Lead (CSA TL) facilitates the team of CSAs’ in a geographic grouping. In addition to performing the functions of a CSA for a specific team, the TL leads the quality monitoring and reporting of metrics for the client care team. The TL works under the supervision of the Manager, Care and Service to ensure the required skills and competencies of the Client Service Associates are developed, monitored and meet the broader team needs.
Key Responsibilities:
Provides regular ongoing support and advice to the CSAs in the completion of their job functions, identifying and troubleshooting relevant issues
Posts Key Performance Indicators and reviews weekly metrics with CSA team and Manager, Care and Service
Organizes the CSA daily workflow and tasks to ensure the CSA daily standard work and standard process are completed
Reviews team folders, CellTrak portal and mailboxes to ensure work is being handled on a timely basis
Reviews audit reports to determine accuracy of information and provide feedback to CSAs as necessary
Monitors and maintains Call Centre Anywhere as directed by the Manager, Care and Service
Provides training and orientation for new CSAs as part of the onboarding process. Initiates additional training and process review with CSAs as necessary
Participates in meetings with Manager, Care and Service to provide team updates and receive ongoing instructions
Ensures shift hand-offs are complete and comprehensive
Participates in LEAN problem solving initiatives to support client care and delivery
Common Responsibilities:
Promotes the goals and values of VON and their role as an integrated community care provider
Promotes a safe and healthy workplace ensuring workplace conduct and activities are in accordance with the provincial Occupational Health and Safety Act and Regulations and compliant with the VON Safety Management System, including all Policies, Safe Work Practices and Procedures
Abides by all VON policies and work practices
Abides by all confidentiality and protection of personal information policies, regulations and practices and ensures appropriate safeguards are in place within their role
Works in collaboration with other staff in a team approach to service delivery
External and Internal Relationships:
Mentors and leads CSAs in the completion of their core job functions
Education, Designations and Experience:
High school diploma required
Post-secondary education an asset
Office Administration certification or experience an asset
One to two years previous customer service experience and experience in a scheduling environment
Experience in a contact center environment is an asset
Experience in health care environment preferred
Experience in a unionized environment is an asset
Skill Requirements:
Proficient in Microsoft Office programs, faxing software and database management
Able to plan, organize and coordinate activities
Excellent communication skills, both oral and written
Can adjust to rapidly changing priorities in a fast paced, deadline driven environment
Strong problem-solving abilities.
Able to work collaboratively leading a team
Strong customer service skills
Quick and accurate keyboarding skills (minimum of 45 words-per-minute)
Medical terminology an asset
Knowledge of scheduling software, such as Procura, is an asset
Able to speak French language an asset in French Designated Areas
Other:
A current and original copy of a satisfactory Criminal Records Check
A Vulnerable Sector Search and/or a Child Abuse Registry Check may be required
Must be able to wear Personal Protective Equipment (PPE)
VON is a non-profit organization that provides clinical, personal and social support to people who want to live every day to the fullest while remaining in their own homes and communities.
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.
Attention Current Employees (Internal Applicants): If you are applying to a unionized position and you are a member of its bargaining unit, please be aware that this posting may remain open beyond the deadline if there are not enough applicants to fill the position(s). If the posting remains open after the initial deadline, VON may close the posting at its’ discretion or a rolling deadline equivalent to the posting period specified in your Collective Agreement will be deemed, and each successive period will be treated as a separate posting for purposes of comparing seniority between candidates.
