Intake Coordinator (Hybrid) – Ottawa, ON

CBI Health is Canada’s leading community healthcare provider, and 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 as we live the core values that define us: heart, respect, reliability, teamwork and innovation. Along with mentoring and continuous learning opportunities to help advance your career, we are building a culture of inspiration, recognition and celebration for the meaningful work our team does every day, all across the country. Join CBI Health and find where your better begins.

About this opportunity

As Intake Coordinator with our Community Rehabilitation Services team, you’ll work with clients and stakeholders to assign and process new referrals as well as conduct follow-ups with the utmost attention to customer service. As a vital member of the administrative team, you’ll deal with clients and stakeholders over the phone as well as email, making referrals, responding to general inquiries, connecting the client to the right service, and performing intakes from referrals. No matter what you’re engaged in doing, your focus will always be on providing quality client service as part of our exemplary delivery of care. Putting our clients’ health first, our duty is to help them in the best way possible – and you’ll play a key role in making this happen.

The salary range for this position is $36,000–$39,000 per year, in accordance with the successful candidate's education and experience.

This is a hybrid position where up to 70% of working hours can be completed remotely.

Take an inside look at what you’ll do each day

• Accept all referrals via phone and email and respond within prescribed Service Level Agreements to referral source

• Ensure appropriate assessments, clinician and clinic team members are identified (contact with referral source and/or clinician may be required)

• Follow up with all referrals, tracking clients in internal tracking system

• Monitor and track reports on a daily basis to facilitate timely delivery to referral source

• Build relationships with clients and stakeholders

• Keep up to date with protocols, procedures and workflows, and ensure correct procedures and SLA targets are met, depending on the type of intake and contract

• Ensure that set team goals are achieved by providing optimal service

• Demonstrate a strong sense of responsiveness in booking the first assessment and follow-ups

• Perform accurate, detailed data entry with notes capture

• Follow appropriate escalation procedures

• Contribute to team success by supporting, and participating in, new staff training

• Assist with ad-hoc projects

• Provide continual feedback on process improvements

What you need to be successful

• At least 2 years’ customer service experience in an office environment with client-facing responsibilities

• A college diploma or bachelor’s degree in a related field is an asset

• Proficiency in Microsoft Word and Excel, and quick adaptability to new processes and systems

• A proactive, solutions-oriented approach and the ability to navigate multiple systems and do multiple tasks simultaneously

• Effective communication skills, both verbal and written

• Enthusiasm for working on a team and contributing to team results and success

• Superior customer service skills that reflect sensitivity to the needs of clients

What CBI Health offers you

• Continuous learning and skills development, including management opportunities

• Training and mentoring from a national network of experts

• Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by the employer

• Flexible hours, which allow work-life balance and focus on quality of life

About us

For millions of Canadians, CBI 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 cbihealth.ca.

CBI Health is proud to be recognized by Deloitte as one of Canada’s Best Managed Companies for the 15th year in a row. A huge thank you to all our team members, whose dedication, passion, and innovation have enabled us to achieve this recognition year after year.

CBI 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.