Client Service Representative-Part Time

Career Opportunity: Client Service Representative & Remote Care Monitoring

Permanent Part Time - Saturday & Sunday (11:00pm-7:00am)

The Toronto Grace Health Centre (TGHC) provides specialized care and services to individuals who require Complex Continuing Care, Post-Acute Care Rehabilitation, Palliative Care, Wound Care, Respiratory Therapy, and Transitional & Remote Care. The care and services provided at TGHC helps facilitate patient flow through the health care system and ensures recovery so our patients can return to their homes or to Long Term Care (LTC) facilities in their communities. TGHC operates in 2 sites – the Main site (Church& Bloor St), Harbour Lights and a Specialized Care Centre (Victoria Park & McNicoll).

As a compassionate, caring and influential team member, you will make a personal difference in the quality of life of our patients. If you want to work in an environment where every face is familiar and where care and commitment flow to patients and staff equally, join our team and become part of the Toronto Grace family

Position Summary:

The Manager - Remote Care Monitoring (RCM)/RCM+ & Assess and Restore department at the Salvation Army, Toronto Grace Health Centre is currently seeking a Client Service Representative & Remote Care Monitoring practices under the guidance of their professional bodies and in accordance with the principles of the Patient Centered Care and the values, mission and philosophy of the Toronto Grace Health Centre and GRTHealth. This position operates under the direction and supervision of the Remote Care Monitoring Manager. Client Service Representative & Remote Care Monitoring are any professional with a background in social services and/or healthcare.

The Client Service Representative & Remote Care Monitoring is responsible for the direct oversight of the virtual call center via the patient consolidated platform of the remote monitoring database. The Client Service Representative & Remote Care Monitoring as further responsible for taking necessary steps to ensure patients on the program are safe and will take action when patients are not responding. The Client Service Representative & Remote Care Monitoring will work directly with GRTHealth, family, HCCSS, and other partners of the circle of care to ensure safety of the patient is adhered to. The Client Service Representative & Remote Care Monitoring as such is part of the interdisciplinary team and will follow the overall plan of care for the patient by demonstrating the clinical knowledge, critical thinking/judgement required to carry out assigned duties.

Responsibilities:

• Monitor the Remote Care Monitoring call centre, responding to live alerts that are generated by the program’s safety devices.
• Assess and prioritize client needs (emergency vs. non-emergency) and follow appropriate escalation protocols (e.g. call to EMS, to family members, etc.)
• Communicate with clients in an inbound and outbound capacity, with care and urgency.
• Provide assurance and social support to clients and families
• Document all interactions in the RCM database and provide updates to other team members
• Escalate concerns to the program manager, as needed

Qualifications:

• Successful completion of post-secondary education (college or university). Education in a healthcare profession, preferred
• At least 3 months of experience working in customer service
• Work and/or volunteer experience in a healthcare setting, an asset
• Experience managing multiple priorities (e.g. handling phone calls while on the computer and navigating through a variety of computer applications)
• Excellent interpersonal skills, particularly with older adults.
• Excellent documentation skills
• Ability to learn new systems and software quickly
• Ability to think quickly and critically to address emergency situations in a prompt manner
• Excellent problem-solving skills
• Ability to speak a second language is an asset

Administration:

• Participates in program-wide quality improvement projects that improve the provision of care and service to patients and families as required.
• Promotes the maintenance of a safe and healthy work environment.
• An active member of hospital committees and working groups as required
• Participates in orientation of new staff and volunteers as required.
• Maintains accurate statistical data as required.

Professional Development:

• Participates in continuous education opportunities to maintain a current and accurate knowledge base and applies best practices to the clinical environment.
• Participates in the virtual technology seminars as needed
• Performs other duties as assigned.

To apply for this exciting career opportunity, please email your resume and cover letter by visiting our career website and referencing the job posting #:12292023 Client Service Representative – RCM - Permanent PT (Sat.-Sun. Evenings). Please visit our website to learn more about the rewards of building a career at the Toronto Grace Health Centre: www.torontograce.org. We are a “Great Place to Work”. Toronto Grace Health Centre is committed to inclusive and accessible employment practices. If you require accommodation during any stage of the recruitment process please notify the Human Resources Department.

The Salvation Army Toronto Grace Health Centre has been accredited with commendation in 2021 by Accreditation Canada

Thank you for your interest in The Toronto Grace Health Centre. Please note that only candidates selected for an interview will be contacted. No phone calls please.

Our Core values: Compassion, Respect, Excellence, Integrity, Committed, Cooperation and Celebration

Job Types: Part-time, Permanent

Salary: $23.27-$27.78 per hour

Benefits:

• Company events
• Employee assistance program
• Wellness program

Schedule:

• 8 hour shift
• Evening shift
• Weekends only

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person