Afterhours Care Access Representative

CBI Home Health; Peterborough; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

A healthcare service provider in Peterborough seeks a Care Access Representative to manage scheduling for care staff in a dynamic contact center. Candidates should have a minimum of two years in customer service or scheduling, excellent communication skills, and proficiency in Microsoft Office. This hybrid role offers a mix of remote and in-office work. Strong problem-solving and multitasking abilities are essential for success.

Qualifications

• At least 2 years of experience in Customer Service, Scheduling, and/or Coordination.
• Proficiency in Microsoft Office Suite and experience with scheduling software.
• Keyboarding speed of 35-45 words per minute required.

Responsibilities

• Utilize scheduling software to optimize the assignment of care providers.
• Meet and exceed individual KPIs such as calls/chats per hour.
• Maintain communication with clients, families, and care providers.

Skills

Customer Service

Problem-solving

Multitasking

Communication

Organizational Skills

Education

Minimum Grade 12 education

Tools

Microsoft Office Suite

Scheduling software (e.g., AlayaCare)

Job description

Overview

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 (Personal Support Workers, Health Care Aides, and Nurses) within a high-volume contact center environment. In this dynamic role, representatives handle chats, inbound and outbound calls, data entry and intake, responding to scheduling requests, resolving issues, and ensuring continuity of care. As the primary point of contact, the Care Access Representative must excel in problem-solving, communication, and multitasking to effectively coordinate care while balancing client needs and staff availability. By maintaining strong relationships with clients, families, care providers, and referral sources, they contribute to the delivery of high-quality, person-centered care.

Hours Of Work

Monday - Friday 1630-2130 and Every Saturday/Sunday a shift between 0830-2130

This position will be hybrid, a combination of remote and in office work with a possibility to return to office Full-time.

Key Responsibilities/Accountabilities

• Efficient Scheduling: Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately within a dynamic contact center setting.
• KPI Achievement: Meet and exceed individual KPIs such as calls/chats per hour, quality assurance, and the successful scheduling of visits.
• Stakeholder Communication: Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
• Relationship Building: Cultivate and maintain positive relationships with care providers, clients, funders, and team members, considering individual needs in all decision-making processes.
• Data Management: Accurately update and manage scheduling databases, client / care provider records, and care plans, ensuring all information is current and accessible for reporting and tracking.
• Compliance: Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.

Knowledge, Education And Experience

• Educational Background: Minimum Grade 12 education.
• Experience: At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a contact center environment.
• Technical Skills: Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare). Keyboarding speed of 35-45 words per minutes required.

Technical And Interpersonal Skills

• Communication: Strong verbal and written communication skills, with excellent telephone etiquette.
• Problem-solving: Results-oriented with strong problem-solving abilities.
• Multitasking: Ability to manage multiple tasks in a fast-paced environment.
• Organizational Skills: Excellent time management and organizational skills, with a keen eye for detail.
• Computer Literacy: Advanced computer literacy with various applications and programs.
• Medical Background: Knowledge of medical terminology or experience in medical administration is an asset.
• Language Skills: Ability to communicate in French is an asset.
• Healthcare Scheduling: Prior experience in healthcare scheduling is highly desirable.
• Work Schedule: Availability to work in office

Join us at CBI Home Health

CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We are committed to fostering a positive experience for all Indigenous applicants whether you’re First Nations (status or non-status), Inuit or Metis and welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests.