Care Access Representative - Visit Validation - Calgary

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.

The Validation Coordinator is responsible for visit approval, validation and late visit monitoring processes within our organization. The Validation Coordinator works collaboratively in a team environment and communicates effectively with all members of the team on a regular basis.

Key Responsibilities/Accountabilities

• Approve field employee visits promptly in a time-sensitive environment to ensure compliance with payroll deadlines.
• Conduct follow-up procedures for visits that have been rejected.
• Prepare all necessary reporting documents in a timely and accurate manner.
• Work with an awareness of health and safety and cooperate towards improved health and safety conditions at work
• Ensure all field staff are compliant with completing their visits and meeting thresholds as required.
• Follow up with clients to ensure care was completed
• Prepare all required reporting documents in a timely fashion to Care Managers and Supervisors for follow up as required
  
  

OUTCOMES

• Stakeholder satisfaction meets or exceeds goals
• Patient and family complaints or concerns are appropriately managed or escalated
• Data audits reflect accuracy, attention to policy and procedure and completeness of the record with respect to communication and coordination activities
• Data audits reflect accuracy, attention to policy and procedure and completeness of the record with respect to health and safety
• Identified safety risks are appropriately managed or escalated
• Mitigation of missed care
  
  

Knowledge, Education And Experience

• Minimum Grade 12 education
• Minimum 2 years of experience in customer service, scheduling and/or coordination
• Computer skills – Microsoft Office Suite, ability to use and utilize scheduling systems : AlayaCare & Procura
• Be able to work a Full-time Monday to Friday 0700 am to 1500 work schedule in office
  
  

Technical And Interpersonal Skills

• 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
  
  

About Us

For millions of Canadians, CBI Home Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at cbihomehealth.ca.

CBI Home Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.