Customer Experience Associate

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This is a full‑time permanent position at our CBI Health Centre – Phoenix.

CBI Health's Rehabilitation Services supports the physical and mental health and well‑being of Canadians from coast to coast. We provide community‑based rehabilitation through a team that includes physiotherapists, kinesiologists, occupational therapists, chiropractors, psychologists, counseling therapists, massage therapists, consulting physicians and professional support staff. Our services cover acute musculoskeletal and neurological injuries, chronic/persistent pain conditions, chronic health conditions, acute/chronic concussions, and mental health conditions, helping clients regain mobility and enjoy a better quality of life.

Each treatment plan is individualized to meet unique needs and goals, consistently delivering the highest standards of quality care.

The Customer Experience Associate is the first team member a client meets when arriving at a CBI Health clinic. The role focuses on delivering a warm, welcoming environment, supporting clients with questions, and anticipating challenges with a solutions‑focused approach. Responsibilities also include client scheduling, administrative duties, and ensuring efficient operational flow for clients and colleagues.

• Create a welcoming environment for clients, guests, team members, and stakeholders
• Respond to in‑person, telephone, and digital inquiries promptly and always within 24 hours
• Solve problems, anticipate challenges, and mitigate friction before it occurs
• Provide personalized interactions with clients, actively seeking to understand what matters most to them and communicating that information to the team
• Schedule private/acute clients effectively based on the client’s care plan as set out by their clinician(s)
• Schedule to maximize opportunity for client access to care, including online booking
• Educate and support the client in engaging with digital tools and resources such as the Client Portal and online booking
• Maintain confidentiality of client records and personal health information at all times
• Facilitate effective flow within the clinic

• A natural ability to connect with people and build strong relationships
• Demonstrated ability to identify problems or potential problems quickly coupled with strong problem‑solving skills
• Be proactive and results‑oriented
• Strong written and verbal communication skills
• Ability to switch between tasks quickly and with ease
• Excellent time management and organizational skills with attention to detail
• Excellent listening and observational skills
• Strong computer literacy with various applications and programs (Microsoft Office)
• Strong customer service skills
• Ability to work independently and as part of a cohesive team

You are an outgoing and energetic people person. You instinctually smile, say hello, and welcome anyone who approaches your area. You can instantly build rapport and trust with people by being your authentic self. You are naturally empathetic, enjoy making people feel comfortable, heard, and taken care of, and thrive in a fast‑moving environment. You love to problem‑solve and to improve things for everyone you encounter.

• Continuous learning and skills development, including growth and leadership opportunities
• Competitive compensation with a comprehensive benefits and rewards package, including group health, dental and vision benefits (requires a minimum average of 25 hours per week to be eligible)
• Flexible hours that allow work‑life balance and focus on quality of life

CBI Health is Canada’s leading community healthcare provider. Our passionate team is at the heart of what we do. Every day, our 13,000 staff make a meaningful difference in our clients’ lives. We live our core values—heart, respect, reliability, teamwork and innovation—and offer mentoring and continuous learning opportunities to help advance your career. Join CBI Health and find where your better begins.

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