Clinic Clerical Assistant -CVH PRCC Referral Office

The Department Clinic Clerical Assistant (CCA) provides clerical support reception; new referrals processing and information management; patient administrative services, ensuring the clerical administration and operation of the patient services department/group of clinics; and performs other duties consistent with the job classification as required.

JOB DUTIES & RESPONSIBILITIES

Reception (Patient/People Engagement/Experience)

Greets visitors, staff, professional staff, learners and volunteers, directing them to appropriate personnel and/or destination/room providing assistance as required;
Registers patients, confirming/validating patient demographic, insurance (including OHIP) and other required information as appropriate;
Explains hospital policy and procedures to patients, visitors, staff, professional staff, learners and volunteers as necessary (including infection prevention and control);
Answers the telephone and/or intercom, responding to inquiries within scope of authority or directing to most appropriate person.

New referrals processing and information management

Receives and logs incoming referrals, reviews for completion, follows up as required;
Enters patient information and appointments into Epic including booking appointments;
Assists new patients in completing required questionnaires, responding to questions within scope of authority;
Ensures patient discharges are processed and charts are properly disseminated to send to Health Records as required.

Patient Administrative Services

Coordinates and manages patient information, facilitates communication, and ensures a smooth flow of information for effective patient care;
Updates patient demographics (e.g. add contacts and relationship);
Collects information for registration, billing and accommodations;
Navigates patient and family questions and feedback, escalating any concerns out of scope to appropriate personnel/management;
Books outpatient new and follow up appointments, triaging referrals as appropriate. Cancels appointments and follows up with patients for rescheduling of visits;
Explains test/visit preparations as required within scope of authority;
Liaises with internal departments and external regional programs, healthcare facilities and partners to book/cancel tests, appointments, follow up on missing results, etc;
Books interpreters for patients as needed;
Arranges for transportation for patients as required (e.g. those staying in nursing homes);
Notifies appropriate personnel of patient movement, cancellations, appointments and other patient information in a timely and accurate manner.

Clerical Administration and Operation of the Department

Creates and manages Physician bookings as required;
Orders requisitions and maintains office/medical supplies. Counts and labels inventory as required;
Processes routine financial transactions including unit supply/inventory purchase and charges for services/items not covered by patient’s healthcare plan. Liaises with Accounts Receivables as required (TBC);
Attends and contributes to unit huddles;
Completes unit checklists;
Opens, sorts, and distributes incoming mail and other materials;
Takes, prioritizes and relays messages for staff and/or patients. Locates staff, pages healthcare professionals as required;

Scheduling, Timekeeping & Payroll Support Specific Job Duties and Responsibilities

Supporting staff and leadership with the scheduling and timekeeping system and finding the information required;
Liaising with the assigned Scheduling Clerk(s) to ensure alignment between the unit and the Workforce Management Office (WMO) on staffing;
Accessing schedule(s) for the unit as required to address inquiries by staff, leaders, professional staff and learners.

Epic-Specific Job Duties and Responsibilities

Update patient demographics entered in EPIC, ensuring all contact information is current including verification of all telephone numbers and address, family doctor and emergency contacts;
Scheduling and coordination of follow-up care appointments for patients;
Initiate service task requests in EPIC (e.g. Bloodwork specimen delivery, stretcher requests);
Patient transport requests;
Updating Primary Care Provider (PCP) contact information;
Supports others in Epic with functionality.

Other General Duties and Responsibilities (all listed may not be applicable to all units/programs)

Makes reminder phone calls for next day appointments;
Scans information as required;
Consult follow ups and tracking response times for possible escalation;
Enters data including appointment requests;
Compiles transfer paperwork for receiving hospital/facility;
May be required to stock unit carts and/or supply areas;
Updates assignment sheets;
Takes minutes at unit huddles;
Provide support for the Clinical/Team Leader or Charge Nurse;
Order all government forms for different scenarios;

Adapts to a dynamic work environment by undertaking cross-functional responsibilities and additional duties in alignment with the job classification, ensuring comprehensive support as needed.

Works in compliance of the Occupational Health and Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner.