AVP – Care Access Team (Client Services)

CBI Health; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a strategic leader for the AVP – Care Access Team role. This position involves driving client services and operational excellence in the home health sector, ensuring that patient experiences are exceptional and aligned with the organization's values. The ideal candidate will have a strong background in leadership, workforce planning, and a passion for healthcare. The role offers a unique opportunity to influence change and improve service delivery across the organization, making a significant impact on the lives of clients and caregivers alike.

Benefits

Health, dental, and vision coverage

Ongoing learning and development

Flexible hours promoting work-life balance

Qualifications

• 10+ years in senior leadership within customer or client services.
• Experience in workforce planning and data analysis.

Responsibilities

• Develop and execute client service strategies aligned with organizational goals.
• Manage call center activities for inquiries, scheduling, and service coordination.

Skills

Analytical Skills

Leadership

Customer Service

Communication

Strategic Thinking

Education

Post-secondary education in Healthcare or Business

Tools

Microsoft Office

Amazon Connect

Salesforce

Job description

AVP – Care Access Team (Client Services)

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

About CBI Health

CBI Home Health is one of Canada's largest homecare and community services providers, operating in over 800 communities. Our 8,000+ caregivers deliver compassionate care nationwide, supporting Canadians with accessible healthcare services and innovative programs to maximize independence and well-being. Learn more at cbihomehealth.ca.

Opportunity Overview

The AVP, Care Access Team (Client Services) is a leadership role responsible for client services, coordination, call center operations, and workforce planning across the country. This position is part of the National Home Health Operations Team, driving business results and ensuring operational staffing aligns with service demands.

Ideal Candidate

A strategic leader with analytical skills, healthcare passion, and alignment with CBI values: Heart, Respect, Reliability, Teamwork, Innovation.

Key Responsibilities

Leadership & Strategy

• Develop and execute client service strategies aligned with organizational goals.
• Guide and motivate the team, ensuring alignment with vision and values.
• Implement operational improvements to enhance efficiency and patient satisfaction.
• Promote a client-centric culture focused on exceptional experiences.

Operational Excellence & Client Experience

• Use client feedback and industry best practices to improve experiences.
• Coordinate care with clinical leadership for optimal patient outcomes.
• Manage call center activities for inquiries, scheduling, and service coordination.
• Monitor performance metrics and foster continuous improvement.
• Lead call center teams to deliver excellent service to patients, caregivers, and providers.
• Oversee budgets, resources, and technology to support operations.

Relationship Management

• Build relationships with key stakeholders and partners.
• Ensure seamless client experience across the organization.
• Collaborate cross-functionally to address client pain points.

Workforce Planning

• Create capacity plans to ensure adequate staffing.
• Coordinate staffing with referral volumes and geographic needs.
• Work with HR to ensure timely hiring.
• Develop KPIs for staffing efficiency.
• Maintain workforce data for data-driven decisions.

Qualifications for Success

• Post-secondary education in Healthcare, Business, or related fields.
• At least 10 years in senior leadership within customer or client services.
• Minimum 3 years of leadership experience influencing senior management.
• Experience in workforce planning, data analysis, and strategic thinking.
• Strong business acumen and financial skills.
• Proficiency in Microsoft Office; experience with Amazon Connect, Salesforce, etc., is a plus.
• Leadership skills to drive change and influence stakeholders.
• Excellent communication, presentation, and interpersonal skills.

What We Offer

• Leadership opportunity in the home health industry.
• Competitive salary, benefits, and rewards, including health, dental, and vision coverage.
• Ongoing learning and development.
• Flexible hours promoting work-life balance.

Join Us

If you're ready to lead impactful change in home health care, apply now. CBI Home Health is committed to diversity, equity, and inclusion, welcoming applicants from all backgrounds.