Care Access Team Manager – Flexible Schedule & Impact

CBI Home Health; Ottawa; On-site; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Reward and recognition programs

Employee discount and perks with major

Employee Assistance Program

Paid orientation and development

Job summary

CBI Home Health is recruiting a Manager for the Care Access Team in Ottawa. This leadership role guides Supervisors and Care Access Representatives to deliver timely, compassionate home and community care, with a focus on optimizing performance and operational efficiency.

You will coach teams, align scheduling, and ensure client-centered service delivery. The position requires 5+ years in healthcare or client services, 3–5 years in supervisory leadership, and proficiency with workforce

Qualifications

• 5+ years of progressive experience in healthcare, client service, or contact center environments.
• At least 3–5 years in a leadership role managing supervisors and frontline teams.
• Proficiency with workforce management systems, dashboards, and CRM/case management platforms.
• Strong verbal and written communication and problem-solving skills.
• Commitment to client-centered care and continuous improvement.

Responsibilities

• Provide strategic leadership and direction to Supervisors and Care Access Representatives.
• Monitor performance with scorecards and KPIs; drive operational efficiency.
• Oversee scheduling, client interactions, and real-time call handling.
• Resolve escalated issues and implement proactive solutions.
• Support frontline operations during peak periods and after-hours as needed.
• Ensure accurate documentation and compliance with health and safety standards.

Skills

Leadership

Coaching

Team development

Performance management

Analytical thinking

Communication

Education

Post-secondary education in Business Administration or Medical Administration

Tools

Workforce management systems

Call monitoring dashboards

CRM/case management platforms

Microsoft Office Suite

Job description

CBI Home Health is recruiting a Manager for the Care Access Team in Ottawa. This leadership role guides Supervisors and Care Access Representatives to deliver timely, compassionate home and community care, with a focus on optimizing performance and operational efficiency.

You will coach teams, align scheduling, and ensure client-centered service delivery. The position requires 5+ years in healthcare or client services, 3–5 years in supervisory leadership, and proficiency with workforce