AVP – Care Access Team (Client Services)

CBI Health Group; Ontario; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

Join a leading home health care provider as the AVP of the Care Access Team. This strategic leadership role focuses on enhancing client services and operational excellence across Canada. You will drive business results, manage call center operations, and implement innovative solutions to improve patient experiences. The ideal candidate will have extensive experience in customer service and a passion for healthcare, ensuring alignment with the organization's vision and values.

Benefits

Comprehensive benefits package

Flexible hours

Continuous learning and skills development

Qualifications

• Minimum 10 years in senior leadership role in customer service.
• Experience with workforce planning and data analysis.

Responsibilities

• Develop and implement client service strategy.
• Oversee call center activities and ensure excellent service delivery.
• Manage budgets and resource allocation.

Skills

Leadership

Analytical Skills

Communication

Client Service

Strategic Thinking

Education

Post-secondary education in Healthcare

Business Administration

Healthcare Management

Tools

Microsoft Office Suite

Amazon Connect

Salesforce

Microsoft Dynamics 365

Job description

AVP – Care Access Team (Client Services)

Job Category : Director

Requisition Number : DIREC031044

Apply now

• Posted : March 26, 2025
• Full-Time
• Hybrid

Locations

Showing 1 location

CBI Home Health - Winnipeg

595 St Anne's Road

Winnipeg, MB R2M 4A5, CAN

100 Sheppard Ave East

Suite 200

Toronto, ON M2N 6N5, CAN

CBI Home Health - Regional Office - Alberta

2912 Memorial DR SE

Suite 200

CBI Home Health is where better begins. We are one of Canada’s largest homecare and specialized community services providers, operating in more than 800 communities. Every day, our 8,000+ compassionate caregivers deliver impactful care in homes and communities across the country. We support Canadians and caregivers with flexible, accessible healthcare services and innovative clinical programs that maximize independence, function and well-being. Learn more at cbihomehealth.ca .

About this opportunity

The AVP, Care Access Team (Client Services) is a strategically important leadership role, accountable for the overall leadership of the client services, coordination, care access team call center, and strategic workforce planning functions nationally. This role is a key member of the National Home Health Operations Team, driving business results across all coordination and customer service activities and ensuring that we have the right staff in place to meet operational demands across all our home health services and geographies.

Who are we looking for?

A passionate leader with a strategic mindset, strong analytical skills, a passion for healthcare services, and someone who embodies the CBI Home Health values of Heart, Respect, Reliability, Teamwork and Innovation .

Take an inside look at what you’ll do each day

Leadership and Strategy

• Develop and implement a client service strategy aligned with the organization’s overall goals and objectives.
• Provide strategic guidance and direction to the team, ensuring alignment with the organization’s vision and values.
• Develop and implement operational strategies to streamline processes, improve efficiency, patient satisfaction, and service delivery.
• Foster a client-centric culture and instill a strong focus on delivering exceptional client experiences.

Operational Excellence and Client Experience

• Identify opportunities to improve the client experience by analyzing client feedback, survey data, and industry best practices.
• Collaborate with clinical leadership to ensure proper coordination of care and effective patient outcomes.
• Oversee inbound and outbound call center activities, ensuring that patient inquiries, scheduling requests, and service coordination are handled efficiently and professionally.
• Drive performance metrics and ensure continuous improvement across operational functions.
• Provide leadership to the call center operations team to ensure excellent service delivery to patients, caregivers, and healthcare providers.
• Manage budgets, financials, and resource allocation to ensure cost-effective operations.
• Implement and maintain technology solutions that support operational efficiencies and enhance the patient experience.
• Remain updated on emerging trends and technologies in client service to proactively adapt strategies.

Relationship Management

• Cultivate relationships with key peers, strategic partners, and stakeholders to understand their needs, address concerns, and maintain strong relationships.
• Collaborate with the CBI Home Health network to ensure alignment and deliver a seamless client experience throughout the customer journey.
• Collaborate with cross-functional teams to address client pain points and drive client-centric improvements.

Workforce Planning

• Develop and implement medium and long-term capacity plans, ensuring staffing levels of frontline caregivers are at optimum levels to support effective and efficient service delivery.
• Plan, coordinate, and monitor staffing levels to funder referral volumes and allocated market share levels and manage the impact of staffing across geographic regions.
• Work closely with Operations Leaders and Talent Acquisition to ensure timely hiring to meet workforce key performance indicators.
• Develop and monitor key performance indicators that will enable efficient and effective scheduling of Home Health frontline caregivers.
• Maintain accurate and up-to-date workforce data, and leverage technology to support data-led decision making around resource management and workforce planning.

What will you need to be successful?

• A post-secondary education in Healthcare, Business Administration, Healthcare Management, Logistics and Supply Chain Management, Operations Management, or a related field.
• A minimum of 10 years of proven experience in a senior leadership role within customer service, client service or a related field; in-depth knowledge of customer service strategies, best practices, and technologies is strongly preferred.
• A minimum of 3 years of progressive leadership responsibility, influencing and collaborating with executive level management and key stakeholders.
• Experience with workforce planning, data analysis, and strategic thinking, with an aptitude for interpreting and reporting on workforce data.
• An ability to leverage data to drive business insights and support solutions in-line with CBI Home Health’s business directives.
• Pro-active, innovative, and results-oriented with strong analytical problem-solving skills.
• Strong business acumen with the ability to address complex workforce and client service challenges.
• High effectiveness in communication and coordination of cross-functional teams.
• Demonstrated excellence with financial review and analysis (accounting, budgeting, forecasting).
• Proficiency in Microsoft Office Suite.
• Experience with Amazon Connect, Alayacare, Salesforce and / or Microsoft Dynamics 365 would be an asset.
• Strategic thinking and leadership skills to drive change and influence key stakeholders.
• Exceptional interpersonal, presentation, and public speaking skills.
• High effectiveness in managing cross-functional teams.

What CBI Home Health offers you

• A strategic key leadership opportunity to influence change and develop leading client service strategies in the Home Health Care industry.
• Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by CBI Home Health.
• Continuous learning and skills development.
• Flexible hours, with a focus on work-life balance and quality of life.

Are you ready to get started and make great things happen? Join us at CBI Home Health – where better begins.

CBI Home Health is proud to be recognized by Deloitte as one of Canada’s Best Managed Companies for the 15th year in a row.

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.

For candidates based in Ontario : In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your Talent Acquisition specialist if you have an accommodation request.