Care Access Coordinator — Scheduling & Client Care

CBI Home Health; Whitby; On-site; CAD 35,000 - 43,000; Full time

Benefits offered by this job

ZayZoon wage access

Employee discounts

Employee Assistance Program

Training & development

Job summary

CBI Home Health – Durham in Whitby, ON is seeking a Care Access Representative to manage scheduling for direct care staff in a high-volume contact center. This on-site role supports families, clients, and care providers, coordinating Personal Support Workers, Health Care Aides, and Nurses to ensure seamless care delivery.

The position requires strong problem-solving, communication, and multitasking abilities, with a Monday–Friday 8:30am–4:30pm schedule.

Qualifications

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

Responsibilities

• 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.
• 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.

Skills

Scheduling

Customer Service

Coordination

Education

Grade 12 or equivalent

Tools

AlayaCare

Job description

CBI Home Health – Durham in Whitby, ON is seeking a Care Access Representative to manage scheduling for direct care staff in a high-volume contact center. This on-site role supports families, clients, and care providers, coordinating Personal Support Workers, Health Care Aides, and Nurses to ensure seamless care delivery.

The position requires strong problem-solving, communication, and multitasking abilities, with a Monday–Friday 8:30am–4:30pm schedule.