AVP – Care Access Team (Client Services)

CBI Home Health; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

Join a leading homecare provider as the AVP of the Care Access Team. This leadership role focuses on client services, call center operations, and strategic workforce planning. The ideal candidate will have extensive leadership experience and a commitment to enhancing client experiences. CBI Home Health offers a competitive salary, benefits, and opportunities for professional growth.

Benefits

Competitive salary

Benefits

Opportunities for learning and development

Flexible hours promoting work-life balance

Qualifications

• At least 10 years of senior leadership experience in customer/client service.
• Minimum 3 years of leadership influencing executive management.

Responsibilities

• Develop and implement client service strategies aligned with organizational goals.
• Oversee call center activities, ensuring professional handling of inquiries and requests.
• Build and maintain relationships with key stakeholders and partners.

Skills

Leadership

Strategic Thinking

Communication

Problem Solving

Education

Post-secondary education in Healthcare, Business

Tools

Microsoft Office

Amazon Connect

Salesforce

Dynamics 365

Job description

AVP – Care Access Team (Client Services)

Join to apply for the AVP – Care Access Team (Client Services) role at CBI Home Health.

About CBI Home Health: We are one of Canada's largest homecare and community services providers, operating in over 800 communities with more than 8,000 caregivers delivering impactful care across the country. We support Canadians with flexible healthcare services and innovative programs. Learn more at cbihomehealth.ca.

Role Overview

The AVP, Care Access Team (Client Services) is a leadership role responsible for client services, call center operations, and strategic workforce planning at a national level. This role is a key member of the National Home Health Operations Team, driving results and ensuring optimal staffing across all services and regions.

Ideal Candidate

A passionate leader with a strategic mindset, strong analytical skills, and a commitment to healthcare, embodying CBI Home Health’s values of Heart, Respect, Reliability, Teamwork, and Innovation.

Key Responsibilities

Leadership & Strategy

• Develop and implement client service strategies aligned with organizational goals.
• Provide strategic guidance to ensure team alignment with vision and values.
• Streamline processes to improve efficiency, patient satisfaction, and service delivery.
• Foster a client-centric culture focused on delivering exceptional experiences.

Operational Excellence & Client Experience

• Analyze client feedback and industry best practices to enhance the client experience.
• Collaborate with clinical teams for coordinated care and positive patient outcomes.
• Oversee call center activities, ensuring professional handling of inquiries and requests.
• Drive performance metrics and continuous operational improvements.
• Manage budgets and resources for cost-effective operations.
• Implement technology solutions to support efficiencies and enhance patient experience.

Relationship & Stakeholder Management

• Build and maintain relationships with key stakeholders and partners.
• Ensure seamless client experience across the customer journey.
• Collaborate with cross-functional teams to address client needs and improve services.

Workforce Planning

• Develop capacity plans to ensure adequate staffing levels.
• Coordinate staffing with referral volumes and market needs.
• Work with HR and operations to meet hiring targets.
• Monitor KPIs for staffing efficiency and effectiveness.
• Leverage data and technology for workforce decision-making.

Qualifications

• Post-secondary education in Healthcare, Business, or related fields.
• At least 10 years of senior leadership experience in customer/client service.
• Minimum 3 years of leadership influencing executive management.
• Experience in workforce planning, data analysis, and strategic thinking.
• Proficiency in Microsoft Office; experience with Amazon Connect, Salesforce, or Dynamics 365 is an asset.
• Strong communication, leadership, and problem-solving skills.

What We Offer

• Leadership opportunity in the home health industry.
• Competitive salary, benefits, and rewards.
• Opportunities for learning and development.
• Flexible hours promoting work-life balance.

Join Us

Be part of a recognized company committed to diversity, equity, and inclusion. We welcome all qualified candidates to apply, regardless of background or characteristics. For Ontario candidates, accommodations are available upon request.