Summary

The Client Service Facilitator is a member of the Appointment Services team. This team is responsible for processing referrals, scheduling clinical appointments, registering clients and maintaining accurate health records. This is is a temporary contract expected to be 18 months in length.

Key Responsibilities:

These responsibilities are reflective of the job functions of the entire team. Individuals on the team typically will be trained in all functions, but have a primary responsibility from within the below sub functions.

1. Referral Management:

• Review and process internal and external referrals
• Enter referral data / waitlist information into Meditech Information System
• Oversee and monitor referral process from receipt of referral to first booked appointment
• Send out acknowledgement letters to parents/clients/guardians and referring physicians

1. Registration:

• Greet, register and provide directions to clients attending on-site appointments
• Register clients attending after hours or off-site appointments
• Verify and update client information in the electronic record

1. Scheduling

• Schedule new, cancelled, rebooked and follow up appointments in Meditech Information System
• Respond to all inquiries related to client appointments, both in person and on the telephone
• Maintain ongoing communication with clinical teams and clients / families regarding coordination of appointments
• Prepare acceptance letters/ information packages for parents/clients/guardians

In addition:

• Conduct quality assurance audits
• Participate in quality improvement initiatives, support the maintenance of a safe and healthy work environment and advance a culture of client/patient safety through work and daily practices
• Other duties as assigned

Hours of work are 7.5 hours per day within business hours of 8:00am-4:30pm as required [e.g. 8:30-4:30pm].

Qualifications

• Community College diploma
• Medical Office Administration preferred
• Previous Meditech software scheduling experience an asset
• Minimum two years administrative or scheduling experience in a health care environment
• Superior verbal, written and listening communication skills
• Excellent coordination and time-management skills
• Tact, diplomacy, a professional demeanor and willingness to assist others
• Discretion with regards to security and confidentiality of information
• Strong problem solving, customer relations, telephone etiquette and organizational skills
• Ability to work in an area with a high volume of work, frequent interruptions & noise
• Strong verbal and written communication skills
• Demonstrated ability to work effectively in both a team environment & independently
• Willingness to work collaboratively with others
• Proficient keyboarding skills, minimum of 55 words per minute