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About the Role

This role is critical in facilitating efficient and timely access to specialty services by managing referrals, scheduling appointments, and enhancing the patient experience through check-in and check-out processes. You will also engage in administrative activities to support efficient clinic operations and contribute to a professional environment.

Responsibilities

• Receive new referrals and triage according to established guidelines.
• Confirm required information and retrieve relevant information from referring source.
• Triage to correct clinic/physician using decision algorithms.
• Confirm triage with physicians and clinical team.
• Create patient record within the Electronic Patient Record.
• Schedule patient visits and coordinate required tests.
• Communicate scheduled visit to appropriate individuals.
• Monitor clinic schedules to ensure all appointment slots are filled.
• Provide patient with all required test information and special preparation instructions.
• Provide patient with all logistical information.
• Remind patients of appointment time or have a system in place for reminder calls.
• Answer clinic-related phone calls and triage to appropriate staff member.
• Follow up on “no-shows”.
• Confirm physician schedule of upcoming clinics.
• Manage clinician cancelations.
• Prepare daily patient charts for clinic.
• Generate a chart for referrals and retrieve patient results not in the EPR.
• File reports not in the EPR in Women’s College Hospital records.
• Liaise with Health Records regarding chart requests.
• Book complex tests and appointments.
• Exhibit a strong understanding of procedures, tests, and consult referrals to be booked within the assigned specialty.
• Work with the team in the assigned clinic and ensure that team members are informed of updated schedules, room assignments and any potential changes in the clinic schedule.
• Effectively communicate with all hospital clients and stakeholders.
• Manage consultation letters.
• Act as the “face of the hospital”.
• Greet patients and visitors in a friendly, courteous and respectful manner.
• Provide exceptional customer service to patients, family and visitors.
• Print clinic and practitioner schedules prior to clinic.
• Verify required demographic information.
• Validate health card.
• Register patient visit in appropriate system for current encounter and track visits in systems as required.
• Distribute and collect patient questionnaire or other forms.
• Visually scan waiting room to monitor the needs of patients.
• Check patients out of clinic as required, including scheduling follow-up appointments and tests.
• Verify patient has all instructions and required information post-clinic visit.
• Participate in process and quality improvement projects to support efficient clinic operations.
• Respond to patient and provider inquiries and ensure messages are forwarded appropriately.
• Manage and sort incoming and outgoing faxes and mail.
• Maintain supply and currency of administrative forms, pamphlets, and supplies to be ordered and restocked when necessary.
• Attend and participate in clinical and administrative team meetings and participate in patient/office improvement projects, as required.
• Maintain clinical data and statistics, as required.
• Follow established policies and procedures.
• Provide support to clinic team, as directed.
• Process paperwork for non-insured patients/procedures and associated payments.
• Act as an advocate for safety and demonstrate principles, practices and processes that will optimize a safe environment for all.

Requirements

• Applicants must reside and be legally eligible to work in Ontario.
• Medical Office Administration diploma required.
• 2 years’ experience working in an ambulatory clinic, preferably in a hospital setting.
• Experience with electronic systems, such as an Electronic Patient Record.
• 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 and written communication skills.
• 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.
• Proven ability to attend work on a regular basis.
• Demonstrated record of good performance and acceptable attendance will be considered as part of the selection criteria.
• 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.
• Employment at Women’s College Hospital is conditional upon the verification of credentials, completion of a health review, and proof of immunity and vaccination status for vaccine-preventable diseases, in alignment with WCH Communicable Disease Surveillance protocols.
• Successful candidates will be required to complete the Employee, Physician and Volunteer Immunization Record Submission Form and the Pre-Placement Health Review Form prior to commencing employment.
• 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.

Skills

• Electronic Patient Record systems
• MS Office (Word, Excel, Outlook)
• Health care knowledge
• Organizational skills
• Time management skills
• Interpersonal skills
• Communication skills (verbal and written)
• Customer service

Location

• Ontario

Work Type

• Temporary Casual Opportunity
• Variable hours
• Replacement
• Six (6) Months duration

Experience Level

• 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 – meeting people where they are on their healthcare journey and partnering with them to reach their goals of living their healthiest lives possible.
• Women’s College Hospital is fully affiliated with the University of Toronto and is committed to fairness and equity in employment and our recruitment and selection practices.

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.