Care Access Representative - Edmonton

CBI Home Health; Edmonton; On-site; CAD 40,000 - 55,000; Full time

Job summary

A healthcare provider in Edmonton seeks a Care Access Representative to manage scheduling and communication in a contact center. Candidates should have a minimum Grade 12 education and at least 2 years' experience in customer service or scheduling, with proficiency in Microsoft Office and scheduling software. This full-time in-office role requires strong multitasking, problem-solving, and communication skills, contributing to high-quality, person-centered care.

Qualifications

• At least 2 years of experience in Customer Service, Scheduling, or Coordination, preferably in a contact center.
• Strong verbal and written communication skills, with excellent telephone etiquette.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Utilize scheduling software to ensure client care plans are fulfilled promptly.
• Meet and exceed individual KPIs such as calls/chats per hour.
• Maintain communication with clients and care providers to ensure smooth scheduling.

Skills

Customer Service

Scheduling

Communication

Problem-solving

Multitasking

Education

Minimum Grade 12 education

Tools

Microsoft Office Suite

Scheduling software (e.g., AlayaCare)

Job description

Join to apply for the Care Access Representative - Edmonton role at CBI Home Health.

Overview

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.

Hours

Hours: Monday to Friday 8:00am–4:00pm. This position will be full-time in office.

Key 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. 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.

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 minute is required.

Technical And Interpersonal Skills

• 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.

About Us

CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.