Acting Manager - Care Access Team - Alberta

CBI Home Health • Edmonton, AB

20h

About The Position

CBI Home Health is seeking an Acting Manager for the Care Access Team in Alberta. This role provides strategic leadership and direction to a team of Supervisors and Care Access Representatives, focusing on optimizing team performance and operational efficiency. The Manager fosters a supportive, high-performing environment that promotes employee engagement, minimizes attrition, and encourages individual and team growth. As a key member of the management team, the Manager is accountable for maintaining service excellence and ensuring the seamless delivery of timely, compassionate care. This role actively supports frontline operations during peak periods or staffing shortages, ensuring continuity of service. The Manager works collaboratively with Client Service and Operations teams across the organization to drive best practices, streamline processes, and uphold a consistent standard of client-centered care for patients and families.

Requirements

• Strong understanding of client-centered service models, scheduling practices, and performance metrics in a healthcare or service delivery setting.
• Proficiency in using workforce management systems, call monitoring dashboards, and CRM or case management platforms.
• Skilled in coaching, mentoring, conflict resolution, and performance management with the ability to motivate and inspire teams.
• Excellent analytical, decision-making, and problem-solving abilities, with a focus on continuous improvement and service optimization.
• Strong verbal and written communication skills, with the ability to collaborate effectively across interdisciplinary teams.
• Knowledge of health and safety regulations, privacy standards, and documentation best practices within a healthcare or client services context.
• Post-Secondary education in Business Administration, Medical Administration, or related field.
• Minimum of 5 years of progressive experience in a healthcare, client service, or contact center environment.
• At least 3-5 years in a leadership role managing supervisors and/or frontline service teams.
• Computer skills – Microsoft Office Suite, ability to use and utilize scheduling systems.

Responsibilities

• Provide hands-on leadership, training, and mentorship to Supervisors and Care Access Team members to ensure a clear understanding of responsibilities, performance metrics, and service expectations.
• Foster a culture of continuous improvement through regular coaching, strategy development, and collaborative problem-solving to support a consistently positive client experience.
• Champion team engagement and retention by creating an environment that supports professional growth, open communication, and recognition of high performance.
• Monitor team performance through scorecard reviews and key performance indicators, clearly linking individual and team outcomes to organizational goals.
• Oversee care provider scheduling and client interactions to ensure alignment with quality behavioral standards and best practices.
• Resolve complex or escalated issues involving team members, clients, or stakeholders, and implement proactive solutions to prevent recurrence.
• Conduct regular audits to assess service quality and performance; create and implement action plans when targets are not met.
• Manage staff scheduling to ensure appropriate coverage, including leave, sick time, and vacation; oversee real-time call volume and call handling using dashboards and monitoring tools.
• Provide after-hours On-Call support on evenings and weekends as required to ensure continuity of service.
• Ensure accurate and timely documentation of client interactions and internal communications within relevant systems through regular auditing and verification processes.
• Promote and maintain a healthy, safe work environment by proactively identifying, reporting, and addressing health and safety concerns, and ensuring compliance with all applicable standards and policies.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree