Scheduling Coordinator

**Scheduling Coordinator - Edmonton**

Care Coordinator plays a critical role in ensuring a seamless and positive experience for clients and their families by effectively managing the scheduling of direct care providers within a high-volume contact center environment. This role demands a strong focus on maintaining continuity of care, meeting client requirements, and adhering to scheduling protocols. As the primary point of contact, the Care Coordinator must excel in problem-solving and communication, ensuring all stakeholders, including clients, families, care providers, and referral sources, are well-supported.

**Key Responsibilities**:

- **Efficient Scheduling**: Utilize scheduling software to optimize the assignment of care providers, ensuring client care plans are fulfilled promptly and accurately within a dynamic contact center setting.
- **KPI Achievement**: Meet and exceed individual KPIs such as calls per hour, quality assurance, and the successful scheduling of visits.
- **Stakeholder Communication**: Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
- **Relationship Building**: Cultivate and maintain positive relationships with care providers, clients, and funders, considering individual needs in all decision-making processes.
- **Data Management**: Accurately update and manage scheduling databases, client records, and care plans, ensuring all information is current and accessible for reporting and tracking.
- **Compliance**: Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.

**Knowledge, Education, and Experience**:

- **Educational Background**: Minimum Grade 12 education.
- **Experience**: At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a call center environment.
- **Technical Skills**: Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare).

**Technical and Interpersonal Skills**:

- **Communication**: Strong verbal and written communication skills, with excellent telephone etiquette.
- **Problem-solving**: Results-oriented with strong problem-solving abilities.
- **Multitasking**: Ability to manage multiple tasks in a fast-paced environment.
- **Organizational Skills**: Excellent time management and organizational skills, with a keen eye for detail.

**Additional Considerations**:

- **Contact Center Experience**: Minimum 2 years of scheduling experience in a call center environment or a service delivery team.
- **Medical Background**: Knowledge of medical terminology or experience in medical administration is an asset.
- **Language Skills**: Ability to communicate in French is an asset.
- **Legislative Knowledge**: Understanding of employment legislation is an asset.
- **Healthcare Scheduling**: Prior experience in healthcare scheduling is highly desirable.
- **Work Schedule**: Availability for a full-time, Monday to Friday, 8:00 am to 4:00 pm in-office work schedule.
- **Bring your own device**: Should have own laptop to bring to the office

**Hours of work**:
**Monday to Friday 8:00am-4:00pm**

**About Us**

For millions of Canadians, CBI Home 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 cbihomehealth.ca.

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