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Holland Bloorview is committed to fostering a climate of equity, diversity, inclusion, and accessibility. This commitment is central to, and mutually supportive of, our research excellence mandate within our corporate No Boundaries strategic plan. We welcome and respect the diversity of all members of our community and we support an inclusive culture for our clients, families, research scientists, staff, participants, trainees, volunteers, trustees, and partners. We welcome applications from Black individuals and other racialized persons, Indigenous Peoples, women, persons with disabilities, LGBTQ2SA+ 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.
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):
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
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
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 per day: 8:00 – 4:00 or 8:30 – 4:30 as required for coverage
QUALIFICATIONS
Community College diploma – Medical Office Administration preferred
Previous Meditech software scheduling experience 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
