The Clinical Operations Resource Lead plays a crucial role in ensuring operational excellence by acting as a key clinical resource and providing exceptional internal customer service to front-line team members. This position involves maintaining clear and consistent communication with funders, ensuring all client updates and relevant information are accurately documented and reported in line with organizational and funder requirements. The Clinical Operations Resource Lead is responsible for supporting the front-line team, facilitating effective communication, and upholding the highest standards of service delivery.

Key Responsibilities

• Act as the primary clinical resource for the frontline team members, providing guidance, support, and expertise to ensure high-quality care and service delivery.
• Foster a culture of excellent internal customer service by actively supporting and assisting front-line team members, addressing their needs, and resolving any issues promptly.
• Maintain communication with funders, ensuring all client changes and relevant information are accurately reported promptly as per funder guidelines.
• Ensure any client updates, interactions, and communication are thoroughly documented and comply with both organizational and funder guidelines.
• Collaborate with supervisors, managers and other team members to ensure seamless operations and consistent delivery of high quality services.
• Actively participate in initiatives aimed at improving service delivery, client outcomes, and overall operational efficiency within the organization.
• Complete tasks and follow appropriate processes as needed to ensure operational efficiency (e.g. responding to scheduling concerns, funder requests, etc.).
• Identify opportunities to improve service and/or service delivery, engaging appropriate team members to drive effective and efficient change as required.
• Ensure client experience is satisfactory and ensure client is provided with all required information relevant to their care.
• Support with conducting direct care provider interviews (if applicable and as required
• Ensure all reporting (internal and external) meets or exceeds all standards and expectations of CBI Home Health, stakeholders, and the associated regulatory body (if applicable).
• Ensure appropriate documentation is completed accurately and on time including client charting as per associated regulatory body and funder agreements.
• Communicate and document effectively, consistently, and in a timely manner (aligned with appropriate consent) with clients, families, and stakeholders (such as funders, other care providers
• Actively identify risk and work with all stakeholders to mitigate and/or manage risk with particular attention to missed visits and clinical care (if applicable and as required).
• Ensure a timely and comprehensive response to Incident Reporting (IR), and investigation, in partnership with Care Supervisors, to address funder Client and Staff Safety Incidents and Client Complaints.
• Ensure timely and comprehensive response, follow up, and investigation, in partnership with Care Supervisors, to any disability management cases (WCB)
• Participate in chart audits to improve quality (if applicable and as required)
• Ensure the execution of policies/procedures reflect CBI Home Health best practices.

Knowledge, Education And Experience

• Graduate from a recognized Nursing Program
• Current active license & in good standing with nursing regulatory body in province
• Clear Criminal Record Check
• Fluent English Skills in verbal, reading, and written communication that meets the job requirement.
• Home Care Experience consider an asset

Technical And Interpersonal Skills

• Strong interpersonal and relationship building skills
• Results-oriented with ability to think critically and problem-solve
• Ability to multi-task
• Attention to detail
• Excellent verbal and written communication skills
• Excellent time management and organizational skills
• Excellent listening and observational skills
• Strong computer literacy with various applications and programs
• Strong customer service skills

Hours Of Work Week 1: Tuesday to Friday Week 2: Tuesday, Saturday, Sunday Contract Starts November 1, 2025 to November 15, 2026 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.