Holland Bloorview Kids Rehabilitation Hospital Hiring for Client Service Facilitator at Toronto, ON Full Time

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. 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