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About the Role

Women's College Hospital (WCH) is an academic, ambulatory care hospital in Ontario focused on health for women, health equity, and health system solutions. Join an institution where innovation, discovery, and system thinking are limitless, and contribute to revolutionizing the future of healthcare.

Responsibilities

• Receive telephone calls and self-referrals, conduct assessments, triage calls, and schedule appointments per clinic protocols.
• Confirm required information and retrieve relevant details from patients or referring sources to schedule appointments.
• Triage to the correct clinic/physician using decision algorithms.
• Confirm triage/appointment with physicians and the clinical team as needed.
• Register and schedule patients in the Electronic Patient Record and assign a Medical Record (MRN) number.
• Schedule patient visits and coordinate required tests/procedures.
• Communicate scheduled visits to appropriate individuals (referring physician, patient, etc.).
• Provide patients with all required test/visit information and special preparation instructions.
• Answer clinic-related phone calls and triage to the appropriate staff member.
• Distribute patient information packages and instructions via the MyHealth Record portal.
• Respond to telephone queries regarding appointment confirmation (date, time, clinic location, etc.).
• Cancel and reschedule new clinics’ appointments per written process and algorithms.
• Provide callers with logistical clinic and hospital information.
• Monitor clinic schedules to ensure all appointment slots are filled.
• Follow up on “no-shows” and rebook appointments for new patient bookings.
• Confirm physician schedule of upcoming clinics and edit as required.
• Monitor and communicate wait times for next available clinic appointments.
• Send referrals to the clinic to create patient charts.
• Participate in process and quality improvement projects to support efficient clinic operations.
• Respond to patient and provider inquiries and ensure messages are forwarded appropriately.
• Attend and participate in clinical and administrative team meetings and quality, safety, and utilization improvement projects.
• Maintain clinical data and statistics.
• Act as a role model and champion for safe, best practices to foster the delivery of safe and exemplary care.

Requirements

• Applicants must reside and be legally eligible to work in Ontario.
• Knowledge of Medical Terminology is required.
• Experience with electronic systems, such as an Electronic Patient Record and registration, is required.
• Strong MS Office application skills including Word, Excel, and Outlook.
• Ability to work well under pressure and use good judgment in assessing difficult situations.
• Ability to produce high-quality work in accordance with Hospital standards.
• Comprehensive knowledge of health care, organizational/office practices, procedures, and standards.
• Excellent verbal, written, and telephone communication skills with a firm grasp of the English language.
• Ability to work effectively in an inter-professional team.
• Excellent organizational and time management skills.
• Well-developed interpersonal skills, including the ability to handle multiple duties.
• Excellent customer service and problem-solving skills.
• Keyboarding at 40 w.p.m. with a maximum 5% error rate.
• Ability to work at a fast pace in a dynamic environment.
• Ability to remain calm and polite when faced with stressful situations and potentially challenging callers.
• Professional behavior and communication that meets the standards of the professional regulatory college or association, as applicable, and the standards of Women’s College Hospital.
• Must demonstrate punctuality and an excellent attendance record.
• Employment is conditional upon the verification of credentials, completion of a health review, and proof of immunity and vaccination status for vaccine-preventable diseases.

Skills

• Medical Office Administration
• Medical Terminology
• Electronic Patient Record systems
• MS Office (Word, Excel, Outlook)
• Nortel Meridian or Avaya telephones (asset)
• Customer service
• Problem solving
• Organizational skills
• Time management
• Interpersonal skills
• Communication skills (verbal, written, telephone)
• Assessment
• Triage
• Scheduling
• Data entry
• Clerical activities

Location

• Ontario

Work Type

• Casual Opportunity
• Variable shift times

Experience Level

• Two (2) years’ experience working in an ambulatory clinic, preferably in a hospital setting

Education Level

• Medical Office Administration diploma

Benefits

• Competitive benefits
• Excellent defined benefit pension plan (HOOPP)

About the Company

• Women's College Hospital (WCH) is an academic, ambulatory care hospital in Ontario with a focus on health for women, health equity and health system solutions.
• Healthcare Revolutionized 2030 is our roadmap to the future.
• Our strategy is built on the pledge that the founders of our hospital made 140 years ago and reaffirms our commitment to providing equitable, accessible, best-in-class healthcare for everyone.
• Women’s College Hospital may use artificial intelligence (AI) or automated decision-making tools during various points in the recruitment and selection processes.
• Women's College Hospital is a fully affiliated teaching hospital of the University of Toronto.

Equal Opportunity

• Women's College Hospital is committed to fairness and equity in employment and our recruitment and selection practices.
• We encourage applications from Indigenous peoples, people with disabilities, members of sexual minority groups, members of racialized groups, women and any others who may contribute to the further diversification of our Hospital community.
• Accommodation will be provided in all parts of the hiring process as required under our Access for People with Disabilities policy.
• Applicants need to make their requirements known in advance.