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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, 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.
- Availability to work Monday to Sunday, including Statutory Holidays, between 6:00 AM - 10:00 PM.
- Must be available to work any shift within the operating window and accommodate 1-2 hours of flexibility before or after scheduled times when required.
- Must be available Monday to Friday 8:00am-5:00pm for the full duration of training (October 26, 2026, to November 23, 2026).
Skills
- Problem-solving
- Communication
- Multitasking
- Microsoft Office Suite
- Scheduling software
- Keyboarding
- Telephone etiquette
- Time management
- Organizational skills
- Computer literacy
- Medical terminology (asset)
- French language (asset)
- Healthcare scheduling (highly desirable)
Location
- Toronto
- Mississauga
- Ottawa
Work Type
- On-site
- Full-time
Experience Level
- 2+ years of experience in Customer Service, Scheduling, and/or Coordination
Education Level
- Grade 12 education
Salary/Compensations
- $43,000k per year
Benefits
- Reward and recognition programs
- Earned-wage access through partnership with ZayZoon
- Comprehensive Benefit 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.
- Teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity.
- Committed to making a difference in people’s lives.
- 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.