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Title

Client Service Facilitator 

Category Administrative and Clerical  
Req Number ADM-19-00030  
Open Date 11/5/2019  
Number of Openings 1  
Department Appointment Services 

Work type Temporary Full-Time 

Grade None Specified 

FTE 1.0 

Posting Close Date 11/24/2019 

Description

The Client Service Facilitator is a member of the Appointment Services team. This team is responsible for processing referrals, scheduling clinic appointments, scheduling interpreters to support appointments, registering clients and maintaining accurate health records.

KEY RESPONSIBILITIES (divided among team members):

Scheduling:

  • Schedule new, cancelled, rebooked and follow up appointments in Meditech Information System
  • Schedule interpreters as needed to support clients and families
  • 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
  • Update system with changes as directed
  • Prepare acceptance letters and information packages for parents/clients/guardians

Referral Management:

  • Review and process all new and updated external referrals
  • Enter referral data / waitlist information into Meditech Information System
  • Oversee and monitor referral process from receipt of referral to first booked appointment (includes pending, redirected and cancelled referrals)
  • Send out acknowledgement letters to parents/clients/guardians and referring physicians

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

    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

    QUALIFICATIONS

    • Community College diploma – Medical Office Administration preferred
    • Previous Meditech software scheduling experience an asset
    • Previous customer service experience is an asset
    • Minimum two years administrative experience in a health care environment
    • Special Skills
      • Superior verbal, written and listening communication skills
      • Excellent coordination and time-management skills
      • Tact, diplomacy, a professional demeanour 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
     
    About the Organization Holland Bloorview Kids Rehabilitation Hospital creates a world of possibility by supporting children and youth with disabilities, medical complexity, illness and injury. All of our work is guided by our strategic plan, Transformative Care, Inclusive World: Holland Bloorview 2030. The plan: https://strategicplan.hollandbloorview.ca/

    To get a glimpse as to who Holland Bloorview is, we invite you to watch the Dear Everybody, This is Holland Bloorview video. Video: https://www.youtube.com/watch?v=kbp-WhflXXo&feature=youtu.be

    Holland Bloorview is committed to fostering a climate of inclusion, diversity, equity accessibility, and anti-racism (IDEAA). This commitment is central to, and mutually supportive of, our research excellence mandate. We welcome and respect the diversity of all members of our community and we seek to create an inclusive culture for our clients, families, research scientists, staff, participants, trainees, volunteers, trustees, and partners. To help in our journey towards fully reflecting the communities we partner with, we welcome and encourage applications from Black individuals and other racialized persons, Indigenous Peoples, women, persons with disabilities, LGBTQI2SA+ persons, and others who may contribute to further diversification of ideas within our community. Holland Bloorview is committed to fair assessment of a candidate's abilities, and consideration for diversity of thought, method, and experience, including non-traditional career paths.

    In accordance with the Accessibility for Ontarians with Disabilities Act, accommodation will be provided throughout the recruitment process to applicants with disabilities. Please notify us of any accommodations that you require by contacting humanresources@hollandbloorview.ca or 416-425-6220.  

    This position is currently not accepting applications.

    To search for an open position, please go to http://hollandbloorview.appone.com



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