Care Access Representative

Description

Care Access Representative – 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. Come find out why we have been recognized by Deloitte as one of Canada’s Best Managed Companies for the 15th year in a row. Learn more atcbihomehealth.ca . Because Your Care Matters. CBI Home Health is looking to hire a Care Access Representative in Ottawa. Salary Range: The salary for this position is $39,000 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. Comprehensive Benefit and Retirement packages. 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. 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. What you will do 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 elevate 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. What you will need to be successful 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. 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. Computer Literacy: Advanced computer literacy with various applications and programs. 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. Hours of Work: Monday to Friday 8:30am-4:30pm Work Arrangement This position is hybrid, combining remote and in‑office work, with the potential to transition to full‑time in‑office in the future. The current schedule is: Work from Home: Mondays and Fridays (If all work‑from‑home requirements are met) In Office: Tuesdays, Wednesdays and Thursdays Work from Home Requirements T