Patient Access Scheduling Clerk

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our work led by the Organizational Development and Diversity Department on our Leading edge Communities of Inclusion, Inclusion Calendar and our innovative Health Equity Certificate programs. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023! Learn more at shn.ca

Job Description:

Position Overview:
It is an exciting time to join SHN’s new Patient Access team. We are a corporate function providing efficient and patient-focused patient registration, patient scheduling and bed allocation services across all three hospitals. We are currently undergoing significant transformation and are in the process of improving and expanding services provided to the organization and our patients. This includes centralized patient registration enabled by kiosks where we register more than 3,000 patients a day with an average registration time of less than 2 minutes. Patient Access is often the first point of contact with patients as they enter any of SHN’s three hospitals so these positions are integral to the patient experience at SHN.

The Patient Access Scheduling Clerk is a valuable member of the Patient Access team and has a significant impact on the effective operation of patient scheduling functions at Scarborough Health Network. This position is responsible for providing accurate and efficient scheduling and pre-registration services in a high-volume, call center environment. In our new Centralized Scheduling office, you will be scheduling patients for several different areas, including our multi-modality Diagnostic Imaging services, our regional Cardiac Care program, and our expansive Women & Children's’ program. Your work will help facilitate an enhanced patient journey beginning before they even step foot in the hospital.

What’s in it for you?

• This position offers opportunities for learning and career growth as we build up our team.
• You will be part of a diverse and professional team who love the work they do.
• You will work closely with patients and healthcare leaders and feel great about helping to improve the system.

Responsibilities:
Scheduling & Pre-registration Functions
• Accurately deciphers and transcribes referrals/orders into clinical information system (CIS).
• Schedules referrals/orders into clinical information system (CIS).
• Scans and attaches referrals/orders into clinical information system (CIS).
• Interviews patients by phone and enters precise registration information into clinical information system (CIS).
• Validates patient health card information to determine eligibility and actions accordingly.
• Educates patients on fees associated with visits. Obtains secondary insurance and credit card information on electronic billing consent, when applicable.
• Accurately advises patients of related appointment instructions/preparations and what to expect upon arrival at Scarborough Health Network.
• Responds to patient feedback and concerns with compassion and professionalism in line with SHN’s values and Patient Partnership Principles.
• Ability to perform the essential duties of the job and to seek help and accept guidance when a gap in competency is identified.
• Promotes patient use of MyChart.
• Answers patients/staff/provider and scheduling requests by phone.
• Confirms, reschedules and cancels patient appointments.
• Auto faxes scheduling orders/requests.

Other
• Registration tasks as assigned.
• Training and orientation of new staff.
• Other duties as assigned.

Requirements:
• Graduate of a Medical Office Administration program, Business Administration program, or equivalent combination of post-secondary education and/or minimum 1 year recent scheduling experience.
• Recent experience scheduling for complex programs (e.g. Diagnostic Imaging, Oncology, etc.)
• Medical terminology certificate required or completion within 1 month of hire.
• Completion of SHN customer service training within 3 months of hire
• Experience using multi-line phones, fax machines and documents scanners.
• Current experience in an acute hospital setting
• Well-developed keyboarding/computer skills with a minimum keyboarding speed of 35 wpm with 80% accuracy (Skill testing will be administered)
• Demonstrated experience in Clinical Information Systems, Word, Excel, Outlook (skill testing will be administered)
• Strong customer service skills (skill testing will be administered)
• Knowledge of Medical Abbreviations and Medical Spelling (skill testing will be administered)
• Excellent customer service and interpersonal skills with demonstrated ability to work well with patients, fellow staff, physicians and other community stakeholders.
• Ability to collect patient information by phone interview efficiently and accurately within set timeframes, using standardized scripting.
• Demonstrated excellence in multi-tasking in different media (phone calls, typing, multiple screens)
• Effective time management and organizational skills with an ability to work well under pressure, prioritize and manage multiple demands in a fast-paced environment.
• Ability for self-direction and to work independently exercising sound judgment with minimal supervision.
• Demonstrated initiative, stewardship, interpersonal and teamwork skills.
• Demonstrated excellence in problem solving and critical thinking skills.
• Demonstrated excellence in verbal and written English communication.
• Maintains own competency and follows department standards.
• Seeks help and accepts guidance when a gap in competency is identified.
• Promotes and assists with activities for quality improvement.
• Proven ability in handling sensitive and confidential issues and information in a professional manner
• Ability to perform the essential duties of the job.
• Commitment to providing an exceptional experience for staff and clients within a challenging health care environment by being compassionate, inclusive, courageous and innovative.
• Demonstrates values consistent with Scarborough Health Network (SHN) Code of Conduct and is committed to fostering a healthy and positive work environment in accordance with Health & Safety policy a and legislation
• Utilize protective equipment provided and identify and reports hazards
• Engages in ethical conduct and strives to understand and appreciate the diversity of our patient/staff population and community
• Strong work ethic and commitment is required
• Demonstrated high standards of work outputs
• Highly punctual
• Demonstrated professionalism and reliability

Asset:
• Experience in health care call center setting.
• Two years of registration experience in a hospital setting.
• Experience using EPIC clinical information system (CIS) for scheduling.
• Experience building and maintaining provider scheduling templates using EPIC.
• Experience using soft phones in a digital contact centre environment.
• Ability to speak a second language.

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.
We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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