Account Lead

CBI Health; Halifax; Remote; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

Remote working environment

Work–life balance

Job summary

CBI Health is seeking an Account Lead to operate remotely across Canada, coordinating with disability referral sources, clinicians and stakeholders to ensure efficient referrals and excellent client care.

The Account Lead ensures high-quality customer service, responds to inquiries, and coordinates with the National Manager to align clinical services with account requirements and identify opportunities for growth.

Qualifications

• The candidate holds a bachelor's degree in a related discipline.
• Minimum 3 years of experience in clinical or disability coordination roles.
• Experience in health, rehabilitation or vocational sectors required; knowledge of disability insurance a plus.

Responsibilities

• Coordinate regular checkpoints with designated Accounts to monitor requests and opportunities.
• Oversee clinical files via pre/post Assessment calls between clinicians and Account reps.
• Provide effective referral review in collaboration with Accounts.
• Escalate and resolve issues with the National Manager as needed.
• Monitor KPIs through Business Services and internal escalation channels.
• Ensure rehabilitation care models align with referral goals and accessibility standards.
• Collaborate on improving service delivery and program outcomes.

Skills

Disability coordination

Customer service

Stakeholder communication

Remote collaboration

Education

Bachelor's degree

Job description

About This Opportunity

The Account Lead will work closely and collaboratively with specific designated disability referral sources, CBI Health clinicians and other stakeholders as required to manage referrals through an effective and efficient process that results in excellent client care within the mandate of the customer.

Account Lead – Remote

About This Opportunity

The Account Lead will work closely and collaboratively with specific designated disability referral sources, CBI Health clinicians and other stakeholders as required to manage referrals through an effective and efficient process that results in excellent client care within the mandate of the customer.

The Account Lead is accountable for ensuring a high quality of customer service that exceeds standards and expectations of CBI Health and stakeholders. Their key function is to have a nuanced understanding of the needs of their designated Account to ensure that they can respond to inquiries or escalations related to CBI Health services, communicate opportunities for growth with the National Manager and align clinical services to the requirements of the Account.

Salary range: $65,000–$75,000 per year

Take an inside look at what you’ll do each day

• Facilitate and coordinate regular checkpoints with applicable representatives of designated Accounts to maintain line of sight on operational requests and opportunities.
• Maintain oversight of clinical files through participation in collaborative contacts (i.e., pre/post Assessment calls) between clinicians and Account representatives.
• Provision of effective referral review as needed in collaboration with the Accounts as needed
• Work with the National Manager on challenging files and/or as needed based on requests from the Account that do not align with typical service delivery pathways
• Ensure the active monitoring of Key Performance Indicators via communication with the Business Services team at CBI Health as well as via appropriate internal escalation methods
• Respects and applies rehabilitation care models and reviews application by all clinical teams
• Ensure programs / models are aligned to outlined goal of referral, typically with a strong vocational focus
• Ensure accessibility to service, assessment and treatment services, documentation, reporting, communication and case management meets/exceeds CBI Health and Account standards
• Review scheduling practices and service delivery for consistency in achieving expected clinical outcomes
• Collaborate with the National Manager and others to resolve gaps in execution and identify opportunities for improvements to team and program/ service
• Collaborate with other Account Managers to innovate service delivery (methods, models, services) to achieve the best clinical outcome, stakeholder experience, duration of care and durable outcomes

What You Need To Be Successful

• A bachelor's degree in a related discipline
• 3 or more years of experience in a clinical or similar disability coordination role (e.g., Case Manager, Rehabilitation Coordinator)
• Experience in the health, rehabilitation or vocational sectors is required
• Experience in disability insurance sector, either in an insurer or employer role
• Mental health experience is an asset
• An ability to deliver timely, professional and responsive service to clients
• Comfortable facilitating and negotiating care planning
• Although this is a remote position, all team members must be located within Canada

What CBI Health Offers You

• Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by the employer
• A remote working environment
• Work–life balance and a focus on quality of life

About Us

CBI Health is Canada's leading community healthcare provider. Our national interdisciplinary network of healthcare staff and professionals is over 2,500 strong, and we continue to find ways to innovate our services to provide better recovery and support for our clients.

We’re changing how healthcare is experienced. We believe it starts with putting our clients first. Our diverse healthcare team works together with our clients to address all parts of their life, to provide data-driven solutions and better health outcomes. Learn more at cbihealth.ca.

Inclusion Matters

We welcome applicants of all backgrounds, identities, and lived experiences and provide accommodations throughout the hiring process.