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Disability Intake Coordinator – Central Intake Complex Team

CBI Health Group

This is a Full-time position in Toronto, ON posted June 18, 2019.

Disability Intake Coordinator – Central Intake Complex Team

Toronto, ON

Based out of the CBI Health Group – Central Intake office in Etobicoke, and reporting to the National Operations Manager, CBO, you’ll work with clients and stakeholders to coordinate appointments, and conduct follow-ups with the outmost attention to customer service. As a vital member of the Central Intake Complex Team, you’ll deal with clients and stakeholders over the phone as well as via e-mail, 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 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 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)
  • 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
  • Monitor and track reports due in & out 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.


To take on the key role of Disability Intake Coordinator – Central Intake Complex 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 Word and Excel, and a quick adapter to new processes and systems
  • Be proactive, solutions-oriented and able to navigate multiple systems and do multiple tasks simultaneously
  • Communicate effectively, 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.