Disability Intake Coordinator
CBI Health Group
Toronto, ON, CA
8h ago

Based out of the CBI Health Group Central Intake office in Etobicoke, and reporting to the National Operations Manager, CBO, you will work with clients and stakeholders to coordinate appointments, and conduct follow-ups with the outmost attention to customer service.

As a member of the Disability Intake Team, you will be a vital point of reference for our national clinic network, our stakeholders and their clients.

Your exceptional customer service abilities will build the confidence and trust of these groups to reach out to you by phone as well as email where you will proficiently take referrals, respond to general inquiries, coordinate the client to the right service, with the appropriate clinicians.

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 service.

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.


As a highly organized and customer service-oriented Disability Intake Coordinator, you will :

  • Accept all referrals via phone or 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);
  • Book Initial Assessment with clinic (within 24 hours of referral receipt), as well as complete all accompanying referral correspondence and book post-assessment teleconferences;
  • Follow up with all referrals, tracking clients in internal tracking system;
  • 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 captured;
  • 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.

    To take on the key role of Disability Intake Coordinator Central Intake Team, you must :

  • Bring 2+ years’ customer service experience in an office environment with client-facing responsibilities;
  • Preferably, hold a college diploma or bachelor’s degree;
  • Understanding of the Disability Industry along with relevant industry experience (Disability Management, LTD / STD) is an asset;
  • Be proficient in Keyboarding, Word and Excel, and quick to adapt to new processes and systems;
  • Be proactive, solutions-oriented and able to navigate multiple systems and do multiple tasks simultaneously;
  • Communicate effectively and professionally, both verbally and in writing;
  • Be a natural team player and contributor to team results and success;
  • Exhibit superior customer service skills that reflect sensitivity to the needs of clients.
  • About CBI Health Group :

    For over 40 years, CBI has been working every day to improve the health and enrich the lives of Canadians.

    As Canada’s largest provider of community healthcare services, CBI is made up of over 13,000 physiotherapists, occupational therapists, registered massage therapists, kinesiologists, chiropractors, speech-language pathologists, psychologists, physicians, nurses, dietitians, behavioural therapists, administrators, and professionals.

    CBI is set apart by the unique ability to work as an integrated network to foster ongoing learning, enhance best practices, improve access to care for all Canadians and achieve the best outcomes possible for our clients.

    With a talented, interdisciplinary team of caregivers and professionals, CBI provides the right services, in the right place, at the right time.

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