Patient Advocate - Case Manager, Family Service Worker

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VOLUNTEER Family Service Worker, Intensive Case Manager

Are you a Nurse, Social Worker, Case Manager or other Health Professional currently or retired? Are you passionate about the state of our Healthcare System and have 15 hours to dedicate a week from home? Are you a self-starter, with a roll up your sleeves attitude and knowledge of our Healthcare System? Join VCH as a Volunteer Case Manager - Accountable for serving families who have the highest level of need and require an integrated, intensive, comprehensive approach to family services.

This is a 15 hour a week, virtual role - you must be in Canada.

JOB RESPONSIBILITIES

Intake to Service

· Meets with clients and families who are both net-new and transferred from other service tiers and ensure their chart is up to date.

· Returns to family communications promptly, demonstrating compassion and completing the Case Management Assessment to ensure the best course of action.

· Ensures families meet eligibility for assignment to an FSC, when appropriate refer families to FSWs or FSRs (Contact Centre) for further follow-up.

· Maintains and tracks activity levels to ensure productivity

Build Relationships with Families

· Responds to client inquiries in a timely, respectful, sensitive, and professional manner

· Connects with families through listening, honest communication, and genuine concern

· Develop an understanding of each family’s unique needs and connect them to the appropriate programs and services in the community.

· Stays in touch with families to ensure satisfaction

· Prepares for all appointments and performs all procedures with professionalism and attention to detail

· Follows through on all customer problems and requests

· Acts as the family's primary point of contact throughout there time in Tier 3.

· Logs information for Sales to support the conversion of families to mission supporters.

Teamwork and Provider Relations

· Represents a continuous link from services provided at VCHC, Home Care, Hospital, Retirement Homes, Social Services, and the community acting as a single point of support for families.

· Collaborates and teams with Sales, Program Analysts, Service Leaders, Family Service Representatives, Home Care Providers, Hospitals, Doctors, and social services., to provide seamless, high-quality service

· Thoroughly and completely review previous services and contacts with families to prepare to support current needs and next steps.

· Maintains accurate records with attention to detail to ensure families are served as best as possible.

MINIMUM REQUIREMENTS

Education

· High school diploma or equivalent

· 3-4 years of college or an equivalent of education and experience

Experience

· High school equivalency and 1-3 years of college or an equivalent of education and experience

· 3-5 years of Case Management, Healthcare, System Navigation or Social Work is required

Knowledge, Skills, and Abilities

· Through and Professional level understanding of Ontario’s Healthcare and Social Services System

· Able to work with limited supervision

· Must be able to pass the Company’s internal presentation certification within thirty days of hire

· Ability to work evenings and weekends (15 hours a week)

· Ability to drive frequently

· Ability to treat others with empathy and respect

· Knowledge of computers and some software

· Customer service skills

· Understanding of Ontario's healthcare and Social Services System.

· Medical Terminology

Applicants from the pool may be used to fulfill Family Service Worker and Family Service Representative roles as well.