Care Access Representative

**Care Access Representative - Contract**

The Care Access Representative plays a vital role in delivering a seamless and positive experience for clients, families, and care providers by managing the scheduling of direct care staff (Personal Support Workers, Health Care Aides, and Nurses) within a high-volume contact center environment. In this dynamic role, representatives handle chats, inbound and outbound calls, data entry and intake, responding to scheduling requests, resolving issues, and ensuring continuity of care.

As the primary point of contact, the Care Access Representative must excel in problem-solving, communication, and multitasking to effectively coordinate care while balancing client needs and staff availability. By maintaining strong relationships with clients, families, care providers, and referral sources, they contribute to the delivery of high-quality, person-centered care.

**KEY RESPONSIBILITIES/ACCOUNTABILITIES**
- **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/chats 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, funders, and team members, considering individual needs in all decision-making processes.
- **Data Management**: Accurately update and manage scheduling databases, client / care provider 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 contact center environment.
- **Technical Skills**: Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare). Keyboarding speed of 35-45 words per minutes required.

**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.
- **Medical Background**: Knowledge of medical terminology or experience in medical administration is an asset.
- **Language Skills**: Ability to communicate in French is an asset.
- **Healthcare Scheduling**: Prior experience in healthcare scheduling is highly desirable.
- **Work Schedule**: Availability to work in office

**Monday-Friday 10:30am - 6:30pm with occasional weekends as required.**

**Contract Position from July 2025-October 2026**

**Training will vary from Mon-Fri 8:30am-4:30pm OR Mon-Fri 10am-6pm**

**This position will be full-time in office.**

**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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