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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 excellence 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.
- 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.
- Availability to work in office.
- Availability to work days Monday to Sunday, including statutory holidays.
- Availability to work any shift between 6:00 AM and 10:00 PM.
- Flexibility to occasionally start or stay 1–2 hours outside of scheduled shifts.
- Ability to work rotating shifts.
- Open availability across the full operating hours is required.
- Must be able to consistently work within the specified hours.
- Must be available for the full training period.
Skills
- Scheduling software utilization
- Communication
- Problem-solving
- Multitasking
- Data management
- Microsoft Office Suite proficiency
- Keyboarding
- Time management
- Organizational skills
- Computer literacy
- Medical terminology knowledge (asset)
- French language skills (asset)
- Healthcare scheduling experience (highly desirable)
Location
- Toronto (North York)
Work Type
- Full-Time
- On-site
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
- 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.
- Committed to making a difference in people’s lives.
Equal Opportunity
- CBI Home Health is committed to a diverse, equitable, and inclusive workplace.
- Welcome applications from all qualified individuals.
- Committed to providing accommodations throughout the hiring process in accordance with applicable legislation.