Care Access Representative - Overnights

CBI Home Health • Toronto, ON

3h • Hybrid

About The Position

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.

Requirements

• Minimum Grade 12 education.
• At least 2 years of experience in Customer Service, Scheduling, and/or Coordination, preferably within a contact center environment.
• Proficiency in Microsoft Office Suite and experience with scheduling software (e.g., AlayaCare).
• Keyboarding speed of 35-45 words per minutes required.
• Strong verbal and written communication skills, with excellent telephone etiquette.
• Results-oriented with strong problem-solving abilities.
• Ability to manage multiple tasks in a fast-paced environment.
• Excellent time management and organizational skills, with a keen eye for detail.
• Advanced computer literacy with various applications and programs.
• Availability to work in office.

Nice To Haves

• Knowledge of medical terminology or experience in medical administration is an asset.
• Ability to communicate in French is an asset.
• Prior experience in healthcare scheduling is highly desirable.

Responsibilities

• 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.
• Meet and exceed individual KPIs such as calls/chats per hour, quality assurance, and the successful scheduling of visits.
• Maintain open lines of communication with clients, families, and care providers to ensure smooth scheduling processes. Address issues proactively and escalate when necessary.
• Cultivate and maintain positive relationships with care providers, clients, funders, and team members, considering individual needs in all decision-making processes.
• Accurately update and manage scheduling databases, client / care provider records, and care plans, ensuring all information is current and accessible for reporting and tracking.
• Adhere to Employment Standards legislation, collective agreements, and organizational policies and procedures.

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: Mid Level
• Education Level: High school or GED