Care Access Representative

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 at

Because Your Care Matters.

CBI Home Health is looking to hire Care Access Representatives in Toronto.

Hourly Pay Rate: The hourly pay rate for this position is $20.00 per hour.

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  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 Zay Zoon.
• 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.

• 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.

• 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., Alaya Care). Keyboarding speed of 35‑45 words per minute 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…