Care Access Representative - Ottawa

CBI Home Health; Ottawa; Hybrid; CAD 35,000 - 43,000; Full time

Benefits offered by this job

Flexible schedule

Benefit and Retirement packages

Employee discounts & perks

Paid orientation and training

Job summary

CBI Home Health in Ottawa is hiring a Care Access Representative to coordinate scheduling for personal support workers, health care aides and nurses in a high-volume contact center. You will handle chats, calls, data entry, intake, and respond to scheduling requests to ensure seamless care.

The role requires at least 2 years in customer service or scheduling, Grade 12, proficiency with Office and scheduling software such as AlayaCare, and strong communication.

Qualifications

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

Responsibilities

• Efficient scheduling to optimize care provider assignments in a high-volume center.
• Meet and exceed KPIs such as calls/chats per hour and scheduling accuracy.
• Communicate with clients, families, and care providers to ensure smooth scheduling.
• Maintain relationships with care providers, funders, and team members.
• Update scheduling databases and care plans; ensure information is current.

Skills

Customer service

Scheduling

Coordination

Multitasking

Communication

Problem solving

Time management

Education

Grade 12

Tools

AlayaCare

Microsoft Office

Job description

Description

Care Access Representative – Ottawa

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. Come find out why we have been recognized by Deloitte as one ofCanada’s Best Managed Companiesfor the 15th year in a row. Learn more atcbihomehealth.ca .

Because Your Care Matters.

CBI Home Health is looking to hire a Care Access Representative in Ottawa.

Salary Range:The salary for this position is $39,000 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 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

Work Arrangement

This position is hybrid, combining remote and in‑office work, with the potential to transition to full‑time in‑office in the future.

The current schedule is:

• Work from Home:Mondays and Fridays (If all work‑from‑home requirements are met)
• In Office:Tuesdays, Wednesdays and Thursdays

Work from Home Requirements

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

• Access to aprivate and secure workspaceat home to ensure confidentiality during all client and team communications
• Aproper home office setup,including an ergonomic desk and chair, to support comfort and productivity
• A high‑speed wiredconnectionwith the minimum speed test of25 Mbps download and 5 Mbps upload
• An activewired internet service plan
• Ability to be oncamera 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.