Care Access Representative - Nursing

CBI Home Health; Kingston; On-site; CAD 40,000 - 65,000; Full time

Job summary

An established industry player in community healthcare is seeking a dedicated Care Access Representative to enhance client experiences. This full-time, in-office role involves managing scheduling for care staff in a bustling contact center. You will excel in problem-solving, communication, and multitasking, ensuring high-quality care for clients. Join a team that values diversity, equity, and inclusion, and be part of a mission to support communities across Canada. If you're passionate about making a difference in healthcare, this opportunity is perfect for you.

Qualifications

• Minimum 2 years of experience in Customer Service or Scheduling.
• Proficiency in Microsoft Office and scheduling software.

Responsibilities

• Efficiently schedule care providers using scheduling software.
• Maintain communication with clients and care providers.

Skills

Customer Service

Scheduling

Communication

Problem-Solving

Multitasking

Education

Grade 12 Education

Tools

Microsoft Office

AlayaCare

Job description

Full-Time Care Access Representative (Nursing Department)

Job Location: Toronto, Kingston, Ottawa, Whitby

Join us in doing your life’s best work!

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. Responsibilities include handling chats, inbound and outbound calls, data entry, 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 coordinate care effectively while balancing client needs and staff availability. Building strong relationships with clients, families, care providers, and referral sources is essential to deliver high-quality, person-centered care.

Hours Of Work

• Monday to Friday, 8:30 am to 4:30 pm

This position is full-time and in-office.

Key Responsibilities

1. Efficient Scheduling: Use scheduling software to assign care providers promptly and accurately within a dynamic contact center setting.
2. KPI Achievement: Meet and exceed KPIs such as calls/chats per hour, quality assurance, and successful scheduling of visits.
3. Stakeholder Communication: Maintain open communication with clients, families, and care providers to ensure smooth scheduling. Address issues proactively and escalate when necessary.
4. Relationship Building: Develop and maintain positive relationships, considering individual needs in all decisions.
5. Data Management: Update and manage scheduling databases, client/care provider records, and care plans accurately.
6. Compliance: Follow Employment Standards legislation, collective agreements, and organizational policies.

Knowledge, Education, and Experience

1. Minimum Grade 12 education.
2. At least 2 years of experience in Customer Service, Scheduling, or Coordination, preferably in a contact center environment.
3. Proficiency in Microsoft Office and scheduling software (e.g., AlayaCare). Keyboarding speed of 35-45 wpm required.

Technical and Interpersonal Skills

1. Strong verbal and written communication skills, with excellent telephone etiquette.
2. Results-oriented with strong problem-solving abilities.
3. Ability to manage multiple tasks in a fast-paced environment.
4. Excellent time management and organizational skills with attention to detail.
5. Advanced computer literacy across various applications.
6. Knowledge of medical terminology or experience in medical administration is an asset.
7. Ability to communicate in French is an asset.
8. Experience in healthcare scheduling is highly desirable.
9. Availability to work in-office.

About Us

CBI Home Health is Canada’s leading community healthcare provider, supporting over 800 communities with 250+ locations. We are committed to diversity, equity, and inclusion, actively seeking qualified candidates who share our values. Learn more at cbihomehealth.ca.

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