Bilingual Care Access Representative

CBI Home Health; Toronto; Hybrid; CAD 35,100 - 42,900; Full time

Benefits offered by this job

Reward and recognition programs

Comprehensive benefits and retirement

Employee discount partnerships

Employee Assistance Program

Paid orientation and training

Job summary

CBI Home Health in Toronto, Mississauga, or Ottawa is seeking a Care Access Representative to coordinate scheduling for direct care staff and ensure seamless, person-centered service for clients and families. You will manage chats, calls, data entry, and intake in a fast-paced contact center.

The role emphasizes problem-solving, communication, multitasking, and strong relationships with care providers, funders, and staff while adhering to employment standards and internal policies.

Qualifications

• Minimum Grade 12 education.
• 2+ years in Customer Service, Scheduling, and/or Coordination, preferably in a contact center.
• Proficiency with scheduling software (e.g., AlayaCare) and MS Office.
• Excellent verbal and written communication with telephone etiquette.
• Strong problem-solving, multitasking, and time-management abilities.
• Fluent in French is an asset.

Responsibilities

• Schedule direct care staff (PSWs, HCA, Nurses) within a high-volume contact center.
• Handle chats, inbound/outbound calls, data entry, and intake.
• Respond to scheduling requests and resolve issues to ensure continuity of care.
• Maintain relationships with clients, families, care providers, and referral sources.
• Ensure compliance with policies, standards, and employment legislation.

Skills

Customer Service

Scheduling

Coordination

Communication

Multitasking

Organizational Skills

French (asset)

Keyboarding 35-45 wpm

Problem-solving

Education

Grade 12

Tools

AlayaCare

Microsoft Office

Job description

CBI Home Health supports people at home and in the community. We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800 communities across the country. Our teams work together to deliver the right care at the right time, helping people live safely, independently, and with dignity. Learn more at cbihomehealth.ca.

Because Your Care Matters.

CBI Home Health is looking to hire Care Access Representatives in Toronto, Mississauga or Ottawa.

Salary Pay Rate: The salary for this position is $39,000 per year.

Vacancy Disclosure: This job posting is for a new vacancy.

Why CBI Home Health?

We’re committed to making a difference in people’s lives – and that starts with yours. You’ll enjoy a flexible schedule that allows you to achieve your goals at work and at home. As you care for others, CBI Home Health will care for you by providing the equipment, training and resources that you need to feel confident every day.

Our Total Rewards Offerings Include

• Reward and recognition programs, including earned-wage access through our partnership with ZayZoon.
• Comprehensive Benefit and Retirement packages.
• Employee discount and perk offerings with various partnerships, including Perkopolis, Telus, Rogers, Goodlife, etc.
• Employee Assistance Program.
• Paid orientation, training and development with opportunities to grow your career.

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.

What You Will Do

• 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.

What You Will Need To Be Successful

• 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.
• 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.
• Fluent in French

Availability Requirement / Commitment

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

• Schedule 1: Monday to Friday: 7:00am-3:00pm
• Schedule 2: Monday to Friday: 9:00am-5:00pm
• Schedule 3: Monday to Friday: 1:00pm-9:00pm
• Schedule 4: Monday to Friday: 4:00pm-12:00am
• Schedule 5: Saturday to Wednesday: 9:00am-5:00pm

Work From Home Requirements

To be eligible for remote work, employees must meet the following requirements:

• Access to a private and secure workspace at home to ensure confidentiality during all client and team communications
• A proper home office setup, including an ergonomic deck and chair, to support comfort and productivity
• A high-speed wired connection with the minimum speed test of 25 Mbps download and 5 Mbps upload
• An active wired internet service plan
• Ability to be on camera for all virtual meetings and calls

Recruitment Technology Disclosure:

We use technology and automation to support administrative aspects of our recruitment process. Artificial Intelligence is not used to evaluate, rank, or select candidates. All hiring decisions are made by people.

CBI Home Health is committed to a diverse, equitable, and inclusive workplace. We welcome applications from all qualified individuals and are committed to providing accommodations throughout the hiring process in accordance with applicable legislation. Please advise your recruiter if you require an accommodation.

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