Afterhours Care Access Representative - Winnipeg | Home Health & Specialized Community Services

mbcustomercontact; Winnipeg; Hybrid; CAD 25,000 - 33,000; Full time

Job summary

mbcustomercontact in Winnipeg is seeking an Afterhours Care Access Representative to coordinate the scheduling of Personal Support Workers, Health Care Aides and Nurses within a busy contact center, ensuring timely and accurate assignments for client care plans.

This hybrid role requires availability Monday to Friday plus every Saturday, Sunday and statutory holidays, with shifts 2:00pm–11:00pm and 5:30am–11:00pm on weekends, totaling 28–40 hours per week.

Qualifications

• Minimum Grade 12 education.
• At least 2 years of experience in Customer Service, Scheduling, and/or Coordination.
• Proficiency in Microsoft Office Suite and scheduling software (e.g., AlayaCare). Keyboarding speed 35–45 wpm.

Responsibilities

• Efficient Scheduling: Use scheduling software to assign care providers to fulfill client care plans promptly.
• KPI Achievement: Meet and exceed KPIs such as calls/chats per hour and scheduling accuracy.
• Stakeholder Communication: Maintain open lines with clients, families, and care providers to ensure smooth scheduling.
• Relationship Building: Foster positive relationships with care providers, clients, funders and team members.
• Data Management: Keep scheduling databases and care plans current for reporting.
• Compliance: Follow Employment Standards, collective agreements and policies.

Skills

Customer service

Scheduling

Coordination

Communication

Problem solving

Education

Grade 12

Tools

AlayaCare

Microsoft Office Suite

Job description

Afterhours Care Access Representative - Winnipeg | Home Health & Specialized Community Services

About the Role

Afterhours Care Access Representative - Winnipeg

Do you life's best work with us!

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.

Availability Requirement / Commitment

By applying to this role, you are confirming that you are available to work during the following times:

Days: Monday to Friday + Every Saturday, Sunday and Statutory holidays

Hours: Weekdays: 2:00pm-11:00pm Weekends and Stats: 5:30am-11:00pm

You must be available for scheduling at any time within this window. Your actual shift start, and end times may vary

Schedules are released 3 weeks in advance

You will be scheduled for 28-40 hours per week

Please note: If you are not consistently available during the above times, you will not be eligible for this role

This hybrid role requires working both in the office and from home, as required.

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 elevate 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.