Patient Navigator - Family Service Worker

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.

JOB RESPONSIBILITIES

Intake to Service

• Meets with clients and families who are both new and transferred from other service tiers and ensures 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
• Complete the Standard Assessment Process, and conduct Case Conferences Quarterly, updating the Coordinated Care Plan
• Create and own the Coordinate Care Plan for the patient’s life cycle

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.