Contract Delivery Care Coordinator

CBI Health is Canada’s leading community healthcare provider, and our passionate team is at the heart of what we do. Every day, our 13,000 staff make a meaningful difference in our clients’ lives as we live the core values that define us: heart, respect, reliability, teamwork and innovation. Along with mentoring and continuous learning opportunities to help advance your career, we are building a culture of inspiration, recognition and celebration for the meaningful work our team does every day, all across the country. Join CBI Health and find where your better begins.

**About this opportunity**

The Contract Delivery Care Coordinator, reporting directly to their Team Lead, will work closely and collaboratively with referral sources, clinics and other stakeholders as required to manage referrals through an effective and efficient process that results in appropriate access to care. This role is an intake and scheduling (call center) role and the employee is on a queue. The Care Coordinator is accountable for providing a high quality of customer service that exceeds the standards and expectations of CBI Health and stakeholders and will be accountable for optimal referral management.

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

**Effective Referral Coordination and Data Entry 60%**
- Reviews funder case documentation for completeness of the referral information; identify missing information; request missing information from the funder; monitor and follow-up on missing medical information prior to Assessment (for select assessments).
- Screens for any potential Conflict of Interest in referrals received.
- Accurately schedules assessments and treatments, and confirm clients, when appropriate, in scheduling system within targeted timelines and in accordance with SLAs.
- Uploads referral and medical information and completes client profile in Central Office, ClinicMaster, ensuring accurate data entry.
- Completes files and follow up with referral source for any missing information.
- Conduct yourself with integrity and in alignment to Best Practice and CBI policy including Privacy policy.
- Collaborates with Team Lead to resolve gaps in execution and identify opportunities for improvements to team, program and/or service.

**Provide exemplary customer service 30%**
- Communicates with clients and funders in a timely fashion regarding scheduling and information management.
- Utilizes effective customer service strategies to answer phones, take messages and provide follow up in a timely manner.
- Maintains knowledge of privacy, confidentiality, and code of conduct policies.
- Develops relationships with referral sources to become a trusted advisor, actively building on comprehensive knowledge and understanding of referral source needs.
- Facilitates navigation of service offerings with referral sources and clinical teams to ensure referrals are booked appropriately.

**General Administration 10%**
- Work to meet or exceed funder referral requirements regarding process management and operational efficiency.
- Communicate to Team Lead any barriers in achieving KPIs.

**What you need to be successful**
- 2+ years previous experience in a customer service role.
- A track record of successful experience in client experience in a multi-site booking.
- High level of attention to detail and an organized approach to general administration.
- Able to combine a commitment to organizational and operational efficiency with innate desire to help others
- Able to work well in a team environment, handle multiple assignments and meet deadlines.
- Able to adapt to changing priorities as circumstances and information change frequently.

**What CBI Health offers you**
- Continuous learning and skills development, including management opportunities
- Training and mentoring from a national network of experts
- Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by the employer

**About Us**

For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihealth.ca.

CBI Health is proud to be recognized by Deloitte as one of **Canada’s Best Managed Companies** for the 15th year in a row. A huge thank you to all our team members, whose dedication, passion, and innovation have enabled us to achieve this recognition year after year.