Regional Program Assistant

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

OPSEU/VHA Pay Scale Level 4A: $24.19 per hour

The Regional Program Assistant is responsible for providing client-facing, operational and program support as assigned by the Manager, Client Care and Operations as part of the Integrated Client and Community Care regional team. This position will provide cross-program support for service delivery, client care outcomes and overall performance for Ontario Health atHome funded services including Rehabilitation, Nursing and Personal Support. This position is task-based, action-oriented and will support key program and departmental priorities such as communications to VHA funders, welcome calls to clients and families, data and waitlist management and escalation assistance. The role will report directly to the Manager, Client Care and Operations and/or their delegate, and will provide timely support for daily operations through reporting and completing follow-up on quality and compliance issues. Job functions will be prioritized by the Manager in accordance with fluctuating demands and operational needs.

Key Areas of Accountability:

• Audit and follow-up on incomplete or delayed documentation
• Assist with key performance indicator reporting and action plans for Ontario Health atHome
• Support timely discharge processes, with particular focus on hospital holds and unresolved episodes in client records
• Maintain and validate data accuracy in systems such as Power BI, GoldCare, and EMRI
• Assist in extracting and preparing KPI data to support program monitoring and informed decision making by managers
• Handle highly sensitive and confidential information related to clients, funders, and health care providers
• Liaise with staff and service providers to address incomplete tasks, outstanding documentation, or flagged compliance issues
• Respond to telephone and electronic inquiries made by stakeholders regarding regional services (e.g. referral statuses, service inquiries, questions and or complaint follow up etc.)
• Provide frontline investigative support for flagged issues such as documentation errors, missed visits, or audit inconsistencies

Am I qualified?

• Relevant post-secondary school education/training combined with practical experience; knowledge of medical terminology is an asset
• Minimum of 2 years related work experience in customer services of a healthcare organization/agency preferred
• Good organizational skills and strong attention to detail; the ability to deal with multiple and/or changing priorities is a requirement
• Proven organizational and effective problem-solving skills are required
• Excellent telephone skills—the ability to interact professionally with callers and provide a client and family-centered approach
• Superior computer and data entry skills with proven speed and accuracy (50wpm) and has experience with and a keen desire to learn and utilize new software/electronic applications
• Proficient in MS Office including Excel, Power Point, Word, Outlook and MS teams
• Demonstrates knowledge and sensitivity while working with individuals of different races, sexual orientations, gender identities, etc., and an ability to manage issues within a culturally diverse work environment
• Strong written and verbal communication skills with ability to document in a timely and efficient manner
• Strong team player and can work effectively under pressure, adhering to deadlines
• Knowledge and experience in data collection, representation and analysis an asset
• Ability to take initiative and work efficiently as part of a fast-paced, Integrated Care team
• Comfortable working in a constantly shifting environment as VHA responds to changes in client and funder needs and staff availability
• Ability to work independently in person and/or remotely
• Ability to work in a team environment and communicate effectively with others
• Bilingual in English/French preferred. Ability to converse in additional languages is an asset

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.