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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. This role involves handling chats, inbound and outbound calls, data entry, and intake, responding to scheduling requests, resolving issues, and ensuring continuity of care. The representative must excel in problem-solving, communication, and multitasking to effectively 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.
Available to work various shifts including evenings and weekends.
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 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
Chat Support
Inbound/Outbound Calls
Data Entry
Intake Management
Problem-Solving
Communication (Verbal and Written)
Multitasking
Relationship Building
Data Management
Microsoft Office Suite
Scheduling Software (e.g., AlayaCare)
Keyboarding (35-45 WPM)
Telephone Etiquette
Time Management
Organizational Skills
Computer Literacy
Medical Terminology (Asset)
French Language Proficiency (Asset)
Healthcare Scheduling (Highly Desirable)

Location

Toronto
Mississauga
Ottawa

Work Type

Hybrid
Remote

Experience Level

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

Education Level

Grade 12 education

Salary/Compensations

$39,000 per year

Benefits

Reward and recognition programs
Earned-wage access through ZayZoon
Comprehensive Benefit packages
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.
Committed to making a difference in people’s lives.
Provides equipment, training, and resources to employees.

Equal Opportunity

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