Care Access Representative - Lethbridge

CBI Home Health; Lethbridge; On-site; CAD 34,000 - 42,000; Full time

Benefits offered by this job

Earned-wage access

Employee discounts

Employee Assistance Program

Paid orientation and training

Growth opportunities

Job summary

CBI Home Health in Lethbridge seeks a Care Access Representative to coordinate scheduling for Personal Support Workers, Health Care Aides and Nurses in a busy in-office contact center. You will handle chats, calls, data entry, intake, and respond to scheduling requests to ensure seamless care.

The role requires strong problem-solving, communication, and multi-tasking, with a focus on client satisfaction, staff availability, and adherence to standards.

Qualifications

• Minimum Grade 12 education.
• At least 2 years in Customer Service, Scheduling, and/or Coordination.
• Proficiency in Microsoft Office Suite and scheduling software (e.g., AlayaCare).
• Excellent verbal and written communication with strong telephone etiquette.
• Ability to multitask and work in a fast-paced environment.

Responsibilities

• Efficiently schedule care providers to fulfill client care plans.
• Meet and exceed KPIs for calls, chats, and scheduling.
• Maintain open communication with clients, families, and care providers.
• Build and maintain relationships with care providers, funders, and team members.
• Update scheduling databases and care plans; ensure data accuracy.
• Ensure compliance with Employment Standards, agreements, and policies.

Skills

Customer Service

Scheduling

Coordination

Communication

Multitasking

Organizational Skills

Problem-solving

Computer Literacy

French (asset)

Education

Grade 12

Tools

Microsoft Office Suite

AlayaCare

Job description

Description

Care Access Representative – Lethbridge

CBI Home Healthsupports people at home and in the community. We are one of Canada’s leadingspecialized 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 atcbihomehealth.ca .

Because Your Care Matters.

CBI Home Health is looking to hire Care Access Representatives in Lethbridge.

Hourly Pay Rate:The salary rate for this position is $38,025k 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.


• 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 Representativeplays 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 elevate 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.

Hours of work: Monday to Friday 8:30am-4:30pm

Please note: This is a fully in-office position. The successful candidate will be required to work on-site at our office location and remote work is not available for this role

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.