Customer Care Representative- Work From Home

At Vision Loss Rehabilitation Canada (VLRC) we are a national health services organization dedicated to empowering people who are blind partially sighted or deafblind to live safely and independently. Our certified specialists provide person-centered rehabilitation mobility training and daily living skills programs that help clients build confidence and thrive. We work collaboratively with ophthalmologists optometrists and other health care professionals offering essential care in homes workplaces and communities across the country. We value our employees as our greatest asset and were committed to supporting their well-being professional growth and work-life balance.

Position Title: Client Care Navigator
Term: Full-time Contract
Reports To: Manager Healthcare Operations
Posting Date: November 6 2025
The Client Care Navigator (CCN) will coordinate and integrate supports and services around the person living with vision this direct client service role they will be the key contact or navigator for individuals after a vision loss diagnosis. The responsibilities include assessment supporting the client to achieve their care plan goals and strengthening the communication and linkages between VLR Staff and external community health care providers across the continuum of care. The CCN will strive to ensure that every person referred to VLR for service has timely access to VLR service information connection to the healthcare system and appropriate supports when and where they need it to achieve the following outcomes:
To provide individuals with vision loss healthcare navigation to increase and enhance the healthcare systems capacity.
To improve the clients experience and wellbeing.
Schedule all VLR therapy appointments with primary service provider and specialized service provider
Monitor and provide proactive follow-up for clients to ensure ongoing collaboration across services/providers.
Identify opportunities for new or emerging care options to meet changing needs and to address service/support gaps.
Ensures that all service-related activities provided are documented in the client health record following VLRC policies.
Interacts with clients their family and caregivers to develop and identify vision related goals.
Builds and maintains good working relationships with professionals in other agencies and community groups.
Educates community partners about Vision Loss Rehabilitation Canada and its specialized services offered to people with vision loss.
Pro-actively facilitate linkages communication information exchange opportunities and coordination between clients and service providers in the health care system.
Understanding of roles and linkages between the Primary and Specialized Service Provider with the Service Delivery Model.
Builds and/or maintains partnerships through sharing of knowledge treating confidential information appropriately following VLRC policies when dealing with partners and stakeholders.
Experience in caseload management medical documentation and maintain electronic medical records

An understanding of roles and linkages across primary care community care and specialized geriatric services.
Knowledge of client-centered philosophy related to interviewing assessments care planning and scheduling practices.
Experience in client assessments and care planning/coordination.
Ability to prioritize workload manage competing tasks problem-solving skills and resourcefulness
Microsoft office and case management and care coordination systems).
Client service experience in the health and/or social service sectors
Diploma in Social Services Work Community Work Mental Health
Patient Navigation certificate would be an asset.
Experience in cultural sensitivity and diversity would be an asset.

Willingness to work flexible hours.
Join a team that empowers Canadians with vision loss to live independently and where your growth well-being and contributions matter. Comprehensive benefits for health vision dental and mental health supports.
Flexible work arrangements paid time off and work-life balance initiatives
Career development through training mentorship and advancement opportunities
Inclusion Accessibility & Accommodation
We welcome applications from members of groups that have been historically marginalized including but not limited to Indigenous peoples racialized persons persons with disabilities including those who are blind partially sighted or deafblind women and 2SLGBTQ. Direct lived experience is valued as an asset.