VON Canada

Client Services Representative

• 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.

Client Service Associate – Planning & Scheduling

• Works as part of a team to facilitate the intake of new clients and assignment of clients to service providers
• Ensures service provider's caseload is properly assigned
• Maintains service provider schedules as directed by site program management
• Maintains accurate documentation and communications to clients, service providers, and staff
• Utilizes appropriate customer service and communication skills to obtain information from clients
• Provides work assignments using knowledge of local geography
• Keeps up-to-date with daily changes in client service authorizations and/or care plans
• Reschedules client visits as necessary
• Receives and triages information in accordance with defined timelines
• Enters referral and general information in the client database
• Participates in addressing risk management issues
• Monitors the CellTrak Portal to confirm safety and timely intervention

Client Service Associate – Planning and Scheduling

Payroll

• The Employee Payroll Verification Coordinator is responsible for verifying client visits and schedules in Home Health Application (Procura) and ensuring that employees have a full day or less than a full day visits and captures absences with supporting documentation
• Runs payroll simulation and audits payroll file for accuracy, avoiding any over/under payments
• Assists Manager Payroll Employee Services in business testing for configuration changes related to the employee profile
• Ensures all Celltrak alerts are cleared and schedules are completed prior to opening a timekeeping period
• Verifies the working schedule against employees actual worked day from various reports