Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

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 abilities 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, with 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, with a 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.
Access to a private and secure workspace at home to ensure confidentiality during all client and team communications.
A proper home office setup, including an ergonomic desk and chair, to support comfort and productivity.
High-speed wired connection with a minimum speed test of 25 Mbps download and 5 Mbps upload.
An active wired internet service plan.
Ability to be on camera for all virtual meetings and calls.

Skills

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

Location

Toronto

Work Type

Onsite
Remote

Experience Level

2+ years

Education Level

Grade 12

Salary/Compensations

$39,000 per year

Benefits

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

About the Company

CBI Home Health supports people at home and in the community.
One of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800 communities across the country.
Recognized by Deloitte as one of Canada’s Best Managed Companies for the 15th year in a row.
Committed to making a difference in people's lives.
Offers a flexible schedule.
Provides equipment, training and resources to feel confident every day.

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.