Program Experience Associate

Program Experience Associate - Calgary Central, AB.

The Program Experience Associate, with a focus on Alberta WCB Return to Work programs, makes a meaningful difference in people’s lives by creating a welcoming, seamless experience for clients while providing strong administrative and program support. This role helps facilitate and navigate processes, ensuring that working with CBI Health is easy, comfortable and differentiated. The experience for those who interact with us is better than expected and better than any other provider.

About Rehabilitation Services

CBI Health's Rehabilitation Services supports both the physical and mental health and well-being of Canadians from coast to coast. We provide rehabilitation services through our community-based healthcare team consisting of Physiotherapists, Kinesiologists, Occupational Therapists, Psychologists, Counseling Therapists, Massage Therapists, Consulting Physicians and Professional Support Staff, all dedicated to caring for our clients.

We offer a wide variety of evidence-based rehabilitation services for acute musculoskeletal and neurological injuries, chronic and persistent pain conditions, chronic health conditions, acute and chronic concussion, and mental health conditions. Our services focus on the individual, designing treatment plans around each client’s unique needs and goals while adhering to best practices and consistently delivering high standards of quality care.

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

• Create a welcoming and supportive environment for clients, guests, team members and stakeholders
• Respond promptly to in-person, telephone and digital inquiries, including email and SMS, ensuring responses within 24 hours
• Build strong relationships with clients, understand their individual needs and ensure important information is communicated to the care team
• Proactively identify and resolve problems, anticipate barriers and reduce areas of friction wherever possible
• Coordinate and support Alberta WCB Return to Work programs, including client communication, scheduling, documentation, referrals and follow-up
• Coordinate with clinicians, Case Managers, employers, physicians and other stakeholders to ensure clients move smoothly through the program
• Support WCB RTW and OIS processes, including orientations, assessments, acute treatment bookings, medical information requests, interpreters and required documentation
• Maintain accurate and timely program, billing, WIP and incentive information across Clinicmaster, CareHub, MS Forms, Teams and other systems
• Submit required reports and documentation and ensure cases are appropriately followed up and closed
• Maintain confidentiality of client records and personal health information at all times
• Work closely with clinics and managers to ensure a seamless process and exceptional client and stakeholder experience

What you need to be successful

• A natural ability to connect with people and build strong relationships
• Demonstrated ability to identify and resolve problems quickly, with a proactive approach to anticipating challenges and barriers
• Strong written and verbal communication skills
• Excellent time management and organizational skills, with strong attention to detail
• Ability to manage multiple priorities and switch between tasks quickly and effectively
• Strong computer literacy and confidence learning and navigating multiple systems and applications
• Strong customer service skills and a commitment to creating a positive client experience
• Ability to work independently while contributing effectively to a collaborative team
• A proactive, results-oriented approach with a willingness to take ownership and follow tasks through to completion

Who you are

You are an outgoing and energetic people person. When someone approaches your area, you instinctively smile, say hello and make them feel welcome. You naturally build rapport and trust with people and genuinely care about making their experience as easy and positive as possible.

You are empathetic, organized and proactive, with a knack for noticing when something isn't quite right and taking action before it becomes a problem. You thrive in a fast-moving environment, enjoy juggling multiple priorities and take pride in making processes better for clients, clinicians and colleagues.

You are the person who makes sure the details don't fall through the cracks — while never losing sight of the person behind the paperwork.

If this sounds like you, we would love to speak with you and share our story and passion for helping others.

What CBI Health offers you

• Continuous learning and skills development, including growth and leadership opportunities
• Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits
• Flexible hours, which allow work-life balance and focus on quality of life

About Us

CBI Health is Canada's leading community healthcare provider. Our national interdisciplinary network of healthcare staff and professionals is over 2,500 strong, and we continue to find ways to innovate our services to provide better recovery and support for our clients.

We’re changing how healthcare is experienced. We believe it starts with putting our clients first. Our diverse healthcare team works together with our clients to address all parts of their life, to provide data-driven solutions and better health outcomes. Learn more at cbihealth.ca.