TORONTO GRACE HEALTH CENTRE

Join our Team!

We are actively recruiting for

Client Support Specialist - Remote Care Monitoring

Full Time

Pay Rate: $70,173 to $83,791 Annually

The Toronto Grace Health Centre (TGHC) provides, specialized care to those individuals who require Complex Continuing Care, Post-Acute Care Rehabilitation, Transitional Care, and Palliative Care services. The care and services provided at TGHC help facilitate the patient flow through the health care system and ensures recovery to those individuals who may return to their homes or to Long Term Care (LTC) facilities in their communities. TGHC operates in 3 sites – the Main site (Church & Bloor St), Harbour Lights site and Specialized Care Centre located at (Victoria Park & McNicoll) and Remote Care Monitoring site (2 Overlea Blvd.). Our organization is committed to collaborating with patients and families in their journey through the health care system, effectively supporting their integration back into the community.

As a compassionate, caring, and influential member of the interprofessional team, you will make a personal difference in the quality of life of our patients, residents, and families. If you want to work in an environment where every face is familiar and where care, compassion, and commitment flow to the persons that we serve as well as the staff, join our team and become part of an amazing team with the Toronto Grace family.

Responsibilities:

Intake and Program Access

• Receive and process referrals and respond to inquiries from clients, caregivers, hospitals and community agencies.
• Review referral information for completeness, clarify client circumstances and apply approved access criteria.
• Explain program services, participation requirements and next steps; coordinate onboarding and installation handoffs with Program Assistants, Field Technicians and other assigned staff.
• Maintain accurate intake records, track outstanding requirements and communicate barriers or delays to the Program Coordinator or Manager.

Client Engagement and Follow Up

• Review monthly device-activity reports and contact clients with low activity to explore technical problems, difficulties using devices, changes in circumstances and ongoing support needs.
• Provide individualized education, check understanding and coordinate further support.

Virtual Technical Support and Device Education

• Receive technical support requests, establish the nature of the problem and prioritize follow-up.
• Guide clients and caregivers through routine setup, charging, power, connectivity and operating issues.
• Complete remote activation, configuration and functional checks within assigned access and device-specific training.
• Explain device operation and routine care, adapting instructions to client and caregiver needs.
• Arrange technical handoffs for on-site service or replacement, track assigned requests.

Discharge and Equipment Returns

• Identify cases requiring discharge review.
• Communicate discharge arrangements and next steps to clients, caregivers, relevant providers and RCM staff.
• Complete discharge records and client-status updates.
• Coordinate equipment-return arrangements with Program Assistants and Field Technician.

Documentation and Teamwork

• Maintain timely, accurate and confidential records of referrals, client contacts, technical support, discharges, equipment and deliveries in approved systems.
• Work with Program Assistants on assigned scheduling, data entry and routine administration.
• Communicate competing priorities and unresolved concerns to the Program Coordinator or Manager.
• Contribute to service reporting, quality improvement, orientation and updates to approved client instructions; identify recurring technical or service barriers.
• Follow Hospital privacy, infection prevention, workplace safety and incident-reporting procedures; maintain required competencies and perform other related duties within the role.

Qualifications and Education:

• College diploma or degree in social services or health discipline required (e.g.: Social Service Worker, Occupational Therapist Assistant/Physiotherapist Assistant, etc.)
• Recent experience in a hospital, community health or social services setting, including direct client communication and service follow-up.
• Experience with seniors and vulnerable clients is an asset.
• Demonstrated ability to learn and troubleshoot client-facing devices and explain technical steps remotely.
• Relevant technical support, device-installation or remote-monitoring experience is an asset.
• Strong interpersonal, problem-solving and organizational skills; ability to manage competing requests, apply approved criteria and recognize the limits of assigned authority.
• Proficiency with electronic records, Microsoft Office and relevant program platforms; accurate documentation and clear written and spoken English.
• A second language is an asset.
• Demonstrates regular and reliable attendance.

Qualified candidates may apply to:

To apply for this exciting career opportunity, please apply to https://www.torontograce.org/work-volunteer/working-at-tghc/careers-tghc-2/. Please visit our website to learn more about the rewards of building a career at the Toronto Grace Health Centre: www.torontograce.org. We are a “Great Place to Work.” Toronto Grace Health Centre is committed to inclusive and accessible employment practices. If you require accommodation during any stage of the recruitment process, please notify the Human Resources Department.

The Salvation Army Toronto Grace Health Centre has been accredited with a 4-year Commendation in 2025 by Accreditation Canada.

This is a vacant position.

Our Core values: Compassion, Collaboration, Excellence, Integrity, and Innovation

Thank you for your interest in the Toronto Grace Health Centre. Please note that only candidates selected for an interview will be contacted.