Team Assistant (SS&P) - Permanent Part-Time
at VHA Home HealthCare

Job Description

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can't be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.” 

View more comments from our clients and their family members.

Pay Range

$22.96 - $27.14 (Placement on salary range as per Collective Agreement)

We are seeking:

Team Assistant SS&P – Permanent Part-Time (21 hours per week)

Shift information

• 11:15am – 7:15pm - Monday to Sunday (rotating weekends, including stat holidays)

What is the job?

The role of the Team Assistant is essential in maintaining the smooth operation of the Health Services Scheduling Coordination Team. By managing phone calls and providing vital scheduling support, the Team Assistant is vital in ensuring efficient communication and coordination. Regular communication with clients, caregivers, and stakeholders will be an integral part of your responsibilities, ensuring smooth coordination and effective delivery of services.

Key Area of Accountability:

• Assists with emails from staff and funder, phone calls, such as call overflow, replying voicemails, and provide support for urgent situations.
• Provides scheduling support for day-only changes (i.e., cancellations, rescheduling, scheduling checks).
• Monitors for patient program updates including program discharge or service holds.
• Support call escalations to triage phone calls and direct calls appropriately as per established escalation pathways
• Support with the creation and maintenance of patient records and databases in accordance with policies and standardized procedures.
• Support administrative tasks as assigned related to client services

Am I qualified?

• Secondary School Diploma
• Minimum of two years related work experience or equivalent (preferably within a Call Centre setting)
• Computer skills and knowledge of basic computer software systems
• Communication skills, with a focus on phone etiquette and call management skills
• Ability to quickly identify caller frustrations and de-escalate.
• Ability to effectively diffuse caller conflicts and complaints.
• Active listening skills and patience.
• Previous experience handling a high volume of telephone calls and inquiries.
• Additional call resolution training & experience an asset.
• Fluency in additional languages is an asset.
• Ability to work a rotating shift schedule that includes weekends, evenings, and holidays.

What makes VHA's compensation unique?

• Benefits and pension plan for permanent eligible employees

• Compensation for education and professional development

• VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career

• Mentorship and peer support

• Career development opportunities

• Employee and family assistance program

• Wellness resources

• Perks & discounts

• Staff & service provider events

Accommodation and VHA's commitment to DEI

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.

How to Apply?

Our online application should take about 5 to 10 minutes to complete.

VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.

Thank you to everyone who applies. We will review applications as they are received. We'll only be contacting those selected for further discussion.

In every role and at every level, we lead with purpose, build bonds that matter, and we're passionate about providing spectacular care.