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About the Role

The Care Access Representative plays a vital role in delivering a seamless and positive experience for clients, families, and care providers by managing the scheduling of direct care staff within a high-volume contact center environment. Representatives handle chats, inbound and outbound calls, data entry and intake, responding to scheduling requests, resolving issues, and ensuring continuity of care. This role requires strong problem-solving, communication, and multitasking skills to coordinate care while balancing client needs and staff availability.

Responsibilities

Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately.
Meet and exceed individual KPIs such as calls/chats per hour, quality assurance, and the successful scheduling of visits.
Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes.
Address issues proactively and escalate when necessary.
Cultivate and maintain positive relationships with care providers, clients, funders, and team members, considering individual needs in all decision-making processes.
Accurately update and manage scheduling databases, client / care provider records, and care plans.
Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.

Requirements

Minimum Grade 12 education.
At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a contact center environment.
Proficiency in Microsoft Office Suite.
Experience with scheduling software (e.g., AlayaCare).
Keyboarding speed of 35-45 words per minute required.
Strong verbal and written communication skills.
Excellent telephone etiquette.
Results-oriented with strong problem-solving abilities.
Ability to manage multiple tasks in a fast-paced environment.
Excellent time management and organizational skills.
Keen eye for detail.
Advanced computer literacy with various applications and programs.
Knowledge of medical terminology or experience in medical administration is an asset.
Ability to communicate in French is an asset.
Prior experience in healthcare scheduling is highly desirable.
Availability to work in office.
Available to work Monday to Sunday, including Statutory Holidays.
Available to work between 12:30 AM - 8:30 AM.
Must be available to work any shift within the specified window and accommodate 1-2 hours of flexibility before or after scheduled times when required.
Must maintain flexibility across the full operating hours.
Access to a private and secure workspace at home to ensure confidentiality.
Proper home office setup, including an ergonomic desk and chair.
High-speed wired internet connection with a minimum speed test of 25 Mbps download and 5 Mbps upload.
Active wired internet service plan.
Ability to be on camera for all virtual meetings and calls.

Skills

Scheduling
Customer Service
Coordination
Contact Center Operations
Microsoft Office Suite
Scheduling Software (e.g., AlayaCare)
Typing (35-45 WPM)
Verbal Communication
Written Communication
Telephone Etiquette
Problem-Solving
Multitasking
Time Management
Organizational Skills
Attention to Detail
Computer Literacy
Medical Terminology (asset)
French Language Skills (asset)
Healthcare Scheduling (highly desirable)

Location

Ottawa
Whitby
Toronto
Durham

Work Type

Overnights
Full-time
Remote
Hybrid

Experience Level

2+ years experience in Customer Service, Scheduling, and/or Coordination

Education Level

Grade 12

Salary/Compensations

$19/hour

Benefits

Reward and recognition programs
Earned-wage access through ZayZoon
Comprehensive Benefit and Retirement packages
Employee discount and perk offerings
Employee Assistance Program
Paid orientation, training and development

About the Company

CBI Home Health supports people at home and in the community.
We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800 communities across the country.
Our teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity.
Learn more at cbihomehealth.ca.

Equal Opportunity

CBI Home Health is committed to a diverse, equitable, and inclusive workplace.
We welcome applications from all qualified individuals and are committed to providing accommodations throughout the hiring process in accordance with applicable legislation.
Please advise your recruiter if you require an accommodation.