Manager - Care Access Team - Ottawa

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

Description

Manager - Care Access Team - 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.Learn more atcbihomehealth.ca .

Because Your Care Matters.

CBI Home Health is looking to hire a Manager for the Care Access Team in Ottawa.

Salary:The salary for this position ranges from $70,000k - $80,000k 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.

TheManager, Care Access Teamprovides strategic leadership and direction to a team of Supervisors and Care Access Representatives, with a strong focus on optimizing team performance and operational efficiency. Through proactive planning, coaching, and mentoring, the Manager fosters a supportive, high-performing environment that promotes employee engagement, minimizes attrition—particularly among top talent—and encourages individual and team growth.

As a key member of the management team, the Manager is accountable for maintaining service excellence and ensuring the seamless delivery of timely, compassionate care. This role actively supports frontline operations during peak periods or staffing shortages, ensuring continuity of service. The Manager works collaboratively with Client Service and Operations teams across the organization to drive best practices, streamline processes, and uphold a consistent standard of client-centered care for patients and families.

What you will do

Leadership, Coaching & Team Development

• Provide hands-on leadership, training, and mentorship to Supervisors and Care Access Team members to ensure a clear understanding of responsibilities, performance metrics, and service expectations.
• Foster a culture of continuous improvement through regular coaching, strategy development, and collaborative problem-solving to support a consistently positive client experience.
• Champion team engagement and retention by creating an environment that supports professional growth, open communication, and recognition of high performance.

Operational Oversight & Service Excellence

• Monitor team performance through scorecard reviews and key performance indicators, clearly linking individual and team outcomes to organizational goals.
• Oversee care provider scheduling and client interactions to ensure alignment with quality behavioral standards and best practices.
• Resolve complex or escalated issues involving team members, clients, or stakeholders, and implement proactive solutions to prevent recurrence.
• Conduct regular audits to assess service quality and performance; create and implement action plans when targets are not met.
• Manage staff scheduling to ensure appropriate coverage, including leave, sick time, and vacation; oversee real-time call volume and call handling using dashboards and monitoring tools.
• Provide after-hours On-Call support on evenings and weekends as required to ensure continuity of service.

Compliance, Documentation & Communication

• Ensure accurate and timely documentation of client interactions and internal communications within relevant systems through regular auditing and verification processes.
• Promote and maintain a healthy, safe work environment by proactively identifying, reporting, and addressing health and safety concerns, and ensuring compliance with all applicable standards and policies.

What you will need to be successful

• Strong understanding of client-centered service models, scheduling practices, and performance metrics in a healthcare or service delivery setting.
• Proficiency in using workforce management systems, call monitoring dashboards, and CRM or case management platforms.
• Skilled in coaching, mentoring, conflict resolution, and performance management with the ability to motivate and inspire teams.
• Excellent analytical, decision-making, and problem-solving abilities, with a focus on continuous improvement and service optimization.
• Strong verbal and written communication skills, with the ability to collaborate effectively across interdisciplinary teams.
• Knowledge of health and safety regulations, privacy standards, and documentation best practices within a healthcare or client services context.
• Post-Secondary education in Business Administration, Medical Administration, or related field.
• Minimum of 5 years of progressive experience in a healthcare, client service, or contact center environment.
• At least 3-5 years in a leadership role managing supervisors and/or frontline service teams
• Computer skills – Microsoft Office Suite, ability to use and utilize scheduling systems

Internal Deadline to Apply: Friday, September 4, 2026

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.