Telecommut
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. The stage has been set for Women’s to accelerate our priorities and capture the momentum to catapult our system forward to revolutionize healthcare for everyone.
Applicants must reside and be legally eligible to work in Ontario.
This is a Casual Opportunity. This department is open Monday to Friday during the core day hours and shift times will be variable depending on departmental needs.
Type: New.
Job Description
Summary of Duties, but not limited to:
Facilitate efficient and timely access to specialty services by receiving and processing referrals, telephone calls and scheduling appointments:
- Receive telephone calls and self-referrals and conduct assessment, triage calls and self-referrals and schedule appointments as per clinic protocols
- Confirm required information and retrieve relevant information from patients or referring source to schedule appointments
- Triage to correct clinic/physician using decision algorithms, as applicable
- Confirm triage/appointment with physicians and clinical team, as needed
- Register and schedule patients in the Electronic Patient Record and assign Medical Record (MRN) number
- Schedule patient visits and coordinate required tests/procedures as required
- Communicate scheduled visit to appropriate individuals (referring physician, patient, etc.)
- Provide patient with all required test/visit information and special preparation instructions where required
- Distribute patient information package and instructions via the MyHeatlh Record portal
- Respond to telephone queries regarding appointment confirmation (date, time, clinic location, etc.)
- Cancel and reschedule new clinics’ appointments as per written process and algorithms
- Provide callers (patients, families, health care providers) with logistical clinic and hospital information such as location of clinics/departments
- Monitor clinic schedules to ensure all appointment slots are filled
- Follow up on “no-shows” and rebook appointment for new patient bookings
- Confirm physician schedule of upcoming clinics and edit as required
- Monitor and communicate wait times for next available clinic appointments
- 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, as required
- Maintain clinical data and statistics, as required
The responsibilities described above are representative and are not to be construed as all-inclusive.
Qualifications
- Medical Office Administration diploma is required
- Two (2) years’ experience working in an ambulatory clinic, preferably in a hospital setting
- Knowledge of Medical Terminology is required, completion of a Medical Terminology course is preferred
- Experience with electronic systems, such as an Electronic Patient Record and registration 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
- Knowledge of Nortel Meridian or Avaya telephones is an asset
- Keyboarding at 40 w.p.m. with 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
- This position plays a critical role in acting as an advocate for safety and will demonstrate principles, practices and processes that will optimize a safe environment for all
- Demonstrates sensitivity to the needs of our diverse patient population (e.g., race, age, religion, sex, sexual orientation, disability, etc.)
- Must demonstrate punctuality and an excellent attendance record.
- Be part of a dedicated team committed to excellence.
- Shape the future of healthcare in a supportive environment.
- Enjoy competitive benefits and an excellent defined benefit pension plan (HOOPP).
If you suspect any recruitment related advertising, communication or content did not originate from Women’s College Hospital, please report it immediately by providing the relevant details to WCH Job Advertisement Fraud Reporting Form.
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. Submission instructions will be provided in the new hire package and all requirements must be satisfied prior to commencing employment.
Women's College Hospital is a fully affiliated teaching hospital of the University of Toronto and 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.
