CBI Health is Canada's leading community-based healthcare provider, delivering both rehabilitation and home health services. Our integrated, interdisciplinary network delivers physical and mental health services in clinic, home and facility settings or remotely through virtual care / telehealth. With over 12,000 dedicated staff supporting over 800 communities across the country, we deliver proven outcomes that meet the evolving healthcare needs of Canadians.

National Director, Care Access

Accepting applications until September 26, 2025

The National Director, Care Access reporting directly to the Senior Vice President, National Rehabilitation Services, is accountable for shaping an operational environment that embodies CBI Health values, fosters coaching and development, and builds strategic external and internal relationships to drive business growth, service excellence, and measurable outcomes for funders and clients. You will oversee the Care Access teams, establish and lead best practices, and champion consistency, efficiency, and scalability across regions and funders. As the National Director of Care Access, you will require strategic thinking and execution that balances resource optimization with exceptional client experience, while ensuring staffing, team capability, and performance standards meet current and future demand.

Key Responsibilities

• In collaboration with the SVP, Rehabilitation Services, develop and implement national standards processes, and performance metrics that optimize access and client experience.

• Align staffing with forecasted demand, workforce planning, and capacity constraints to meet service level agreement requirements.

• Spearhead cross-regional and cross-functional collaboration to share best practices, optimize consistency, and realize efficiencies.

• Build and sustain strong communication channels between Care Access teams and Regional Operations to support business needs and maximize scheduling efficiency through streamlined intake and scheduling processes.

• Cultivate strategic relationships with funders/stakeholders to support business growth and contract delivery requirements.

• Collaborate with IT, National Director of Operational Excellence, and regional operations teams to implement process and data-driven insights that improve scheduling and intake processes and accuracy.

• Collaborate with the Director Operations Support & Continuous Improvement to ensure processes are well-defined, clearly documented, and available to all stakeholders

• Work with Category Leadership and IT to establish and implement effective management of all intake and scheduling.

• Ensure compliance with contractual obligations, reporting requirements, and regulatory standards across all funders.

• Champion a patient- and client-centered approach, ensuring seamless handoffs, clear communication, and positive end-to-end experiences.

• Monitor and ensure consistency in service delivery and create effective action plans Monitors compliance and performance alignment with contractual agreements (i.e., RTW, SLAs).

• Coach, mentor, and develop talent at all levels, fostering a high-performance culture with strong emphasis on accountability and continuous improvement.

• Fosters and encourages team engagement through proactively organized team member initiatives to drive retention and optimize team dynamics/relationships.

• Demonstrates the values of CBI Health in all activities and in leadership to create an environment that draws and retains a high performing, diverse and inclusive workforce.

Knowledge, Education, Experience

• 5+ years of leadership experience.

• Bachelor’s Degree in business related field or Health Sciences or Health Management.

• Bilingual is an asset (English and French)

• Demonstrated ability to lead employee development and coaching

• Sound understanding of rehabilitation industry standards, insurance standards and best practice is an asset.

• Proven leadership of multi-unit operations in intake, scheduling, or healthcare access, preferably with experience across multiple funders or payer contracts.

• Strong change management, program governance, and process improvement experience.

• Demonstrated ability to analyze data, forecast demand, and translate insights into actionable staffing and workflow decisions.

• Excellent stakeholder management and communication skills, with the ability to influence at the executive level.

• Demonstrated knowledge of procedures, funder discussions, escalation requirements and KPI requirements.

• An understanding of funders (disability/auto/worker’s compensation/private/employer management) including assessment, planning, implementation and evaluation.

Join us at CBI Health – where working together makes great things happen.

To learn more about CBI, please visit www.cbihealth.ca

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.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and CBI Policies on Accommodation, a request for accommodation will be accepted as part of our hiring process. Please inform your recruiter if you have any accommodation requests.