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About the Role

The Care Access Representative manages the scheduling of direct care staff within a high-volume contact center, ensuring a seamless experience for clients, families, and care providers. This role involves handling calls, chats, data entry, and resolving scheduling issues to ensure continuity of care.

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.
• 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.
• 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 various shifts including evenings and weekends.
• Access to a private and secure workspace at home.
• Proper home office setup, including an ergonomic desk and chair.
• High-speed wired internet connection with minimum 25 Mbps download and 5 Mbps upload.
• 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
• Communication (Verbal and Written)
• 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

• Toronto
• Mississauga
• Ottawa

Work Type

• Onsite
• Remote

Experience Level

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

Education Level

• Grade 12

Salary/Compensations

• $39,000 per year

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.
• One of Canada’s leading specialized community services, home and integrated care providers.
• Operating in more than 800 communities across the country.
• Teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity.

Equal Opportunity

• CBI Home Health is committed to a diverse, equitable, and inclusive workplace.
• We welcome applications from all qualified individuals.
• We are committed to providing accommodations throughout the hiring process in accordance with applicable legislation.