Supervisor - Care Access Team - Ottawa

CBI Home Health; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

CBI Home Health in Ottawa is seeking a Supervisor for the Care Access Team to lead a group of Care Access Representatives, ensuring excellent service and efficient operations. The role emphasizes coaching, mentoring and hands-on support during peak periods.

You will schedule, monitor call volumes, document client interactions, and maintain dashboards to drive performance. A post-secondary background in business/medical admin and 3–5 years in client-facing settings with at least 1–2 years of

Qualifications

• Post-secondary education in business administration, medical administration, or related field.
• Minimum 3–5 years in a client-facing, contact center, or healthcare services environment.
• 1–2 years of supervisory or team lead experience with coaching ability.

Responsibilities

• Provide day-to-day leadership, training, and mentorship to the Care Access Team to ensure a strong understanding of responsibilities and performance metrics.
• Coach team members, troubleshoot challenges, and develop strategies to improve client experiences and service delivery.
• Foster a positive work environment and drive continuous improvement and high performance.
• Monitor, evaluate, and document individual and team performance against targets.

Skills

Leadership

Coaching

Interpersonal skills

Communication

Time management

Analytical thinking

Multi-tasking

Teamwork

Education

Post-secondary ed in business/medical admin

Tools

Microsoft Office

Scheduling systems

Job description

• Full-Time
• Requisition #: SUPER015128

Description

Supervisor - Care Access Team - Ottawa

CBI Home Health supports people at home and in the community. We are one of Canada’s leading specialized 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 at cbihomehealth.ca .

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

Vacancy Disclosure: This job posting is for new vacancies.

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.

What you will do

Supervisor - Care Access Team

The Supervisor, Care Access Team is responsible for leading and supporting a team of Care Access Representatives, ensuring they are equipped with the tools, training, and guidance needed to deliver exceptional service. This role focuses on enhancing team performance through ongoing coaching, mentoring, and support. The Supervisor also provides hands‑on assistance during peak periods or staffing shortages to maintain seamless service delivery and operational efficiency.

KEY RESPONSIBILITIES

• Provide day‑to‑day leadership, training, and mentorship to the Care Access Team to ensure a strong understanding of responsibilities, expectations, and performance metrics.
• Actively coach team members, troubleshoot challenges, and collaborate on strategies to enhance client experiences and service delivery.
• Foster a positive and supportive work environment that promotes continuous improvement and high performance.

Performance Management & Quality Assurance

• Monitor, evaluate, and document individual and team performance, linking outcomes to broader organizational goals.
• Review and assess client interactions to ensure service excellence; resolve or elevate client and stakeholder concerns as needed.
• Conduct regular audits to assess performance against key metrics, identifying gaps and implementing corrective action plans when targets are not met.

Operational Oversight & Client Relations

• Manage team scheduling, including coverage planning for leaves, sick time, and vacation to ensure uninterrupted service.
• Analyze call volumes, chats, call handling, payroll processing and intake performance using relevant tools and dashboards to drive operational efficiency.
• Ensure accurate documentation of client interactions and staff communications across systems through regular audits and verification.
• Build and maintain positive relationships with clients by ensuring concerns are addressed promptly and that relevant team members are informed of client issues.

KNOWLEDGE, EDUCATION AND EXPERIENCE

• Post‑Secondary education in Business Administration, Medical Administration, or related field.
• Minimum 3–5 years of progressive experience in a client‑facing, contact center, or healthcare services environment.
• At least 1–2 years of supervisory or team lead experience, with a proven ability to coach, mentor, and develop high‑performing teams.
• Computer skills – proficiency with Microsoft Office Suite, ability to use and utilize scheduling systems
• Ability to handle stressful situations proactively in a respectful, courteous and professional manner

TECHNICAL AND INTERPERSONAL SKILLS

• Strong leadership skills
• Employee development and coaching skills
• Strong interpersonal skills and conflict management
• Ability to drive teamwork and staff engagement
• Results‑oriented with analytical problem‑solving skills
• Critical/Analytical Thinking
• Ability to multi‑task
• Excellent verbal and written communication skills
• Excellent time management and organizational skills
• Excellent listening and observational skills
• Strong computer literacy with various applications and programs

OTHER CONSIDERATIONS

• Experience scheduling in a call center environment
• Medical terminology and/or medical administration background considered an asset
• French fluency both verbal and written is considered an asset

Availability: This role requires full availability Monday to Sunday, including days, evenings, weekends and statutory holidays as needed.

Location: This position is fully on‑site.

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.