Virtual Care Clinic Coordinator

Job Responsibility: Please Note: If you are a current Oak Valley Health employee, apply to this job via the internal Workday application. Land acknowledgement: Oak Valley Health honours the traditional territory of the closest Indigenous communities, the Chippewas (chi-puh-waas) of Georgina Island and the Mississaugas of Scugog Island. The Haudenosaunee (Ho-de-no-shau-nee) and Anishinaabe (Ah-nish-in-ah-beh) have lived, worked and existed on this land from time immemorial. This land is covered by Treaty 13 signed with the Mississaugas of the Credit, and the Williams Treaty signed with many Mississauga and Chippewa bands. Who you are:

• You encompass Oak Valley Health's core values and live the words of respect, trust, commitment, compassion and courage
• You are a patient and/or client centered individual who performs at an exemplary standard
• You are a team player with excellent communication, critical thinking and prioritization skills

What We Need: Virtual care clinic coordinator leads the system navigation with the primary focus to support those community clients who have or do not have primary care provider and require timely access to care and subspecialty services. This will help them navigate through health care services and systems, and will support client health. This individual acts in a coordinator position to help with system logistics, troubleshoot technology for virtual patients in collaboration with the external vendor, communicate and coordinate with all stakeholders from nurse practitioners, Health 811 and patients. Knowledge and expertise in the area of system navigation, service integration, problem solving, customer service and communication will be key components in the day-to-day activities. This position will also focus on enhancing relationships with internal and external stakeholders and will help lead various special projects, and oversee various aspects of the clinic to ensure efficiency. This individual will have oversight and assist with logistics within clinic. The individual will have autonomy to connect directly with customer services for on booking issues to support patient care. The role will support and assist in NPs schedules. The role is expected to intervene independently and inform manager of any operational issues. The coordinator is an independent role, where initiative and foresight are required to maintain consistent flow of the clinic. The individual reports to the manager and is responsible for insuring smooth communication and patient flow across the hub. Responsibilities will include:

• Work with an interprofessional team of doctors, nurses and nurse practitioners to provide exceptional patient care through coordination of services across spectrum of care
• Establish and maintain effective communication and working relationships with all patients, Nurse Practitioners, staff and external vendors
• Work in collaboration with Management, Nursing and NPs to support patient follow up and next steps
• Communicate with all stakeholders involved in patient care (Patient scheduling, outside physicians, pharmacy, Empower vendor, Ontario Health, specialists)
• Oversee Nurse Practitioners schedules daily ensuring timely access to appointments and balanced workload
• Participate in special projects; accreditation, scheduling maintenance/upgrades, LEAN quality improvement, process implements for virtual clinic and integrate health hub.
• Support troubleshooting for virtual care with respect to Empower which is the online scheduling solution for Health 811 RNs and for patients who directly book their own appointments.
• Support troubleshooting for virtual care registrations which occur automatically through empower into meditech - communicate with IT and vendor as required to support automated system.
• Navigation for patients with respect to their appointments as required
• Facilitate daily new patient referrals and Triage.
• Support system corrections as required to support data and information quality
• Support data acquisition required for Ontario Health reporting.
• Follow-up with assigned patients on all labs, tests and consults to ensure work is done
• Participate in the orientation, training and evaluation of new staff.
• Participate in the development and implementation of various programs within the clinic
• Other duties and projects as assigned

What you bring to the role:

• Minimum 2 years of relevant administrative hospital experience
• Experience in outpatient setting is mandatory.
• Knowledge of and/or completion of a medical terminology course
• Experience with coordination of a complex scheduling system
• Proven MS office proficiency (Word, Excel and PowerPoint)
• Meditech experience required with solid understanding of booking multiple appointment types
• Proven ability to facilitate and coordinate efficient flow of a busy work environment
• Previous experience as a resource to both internal and external stakeholders
• High attention to detail is required
• Demonstrated excellent organizational skills with ability to prioritize tasks and meet deadlines in a fast-paced environment
• Superior communication (verbal and written) skills and ability to effect strong public relations with staff, physicians, physician offices, and patients with a pleasant telephone manner
• Demonstrated ability to work both independently and collaboratively within a team environment
• Excellent critical thinking skills with the ability to think independently to proactively anticipate the needs of the program
• Strong interpersonal skills and the ability to work effectively and collaboratively as a member of the team
• Demonstrate a high degree of energy, enthusiasm, initiative and self-direction
• Demonstrates a commitment to a healthy and safe workplace for self and others (staff, patients, families, etc.) by taking all reasonable precautions and working in compliance with organization related policies, health and safety legislation and best practices and completing relevant mandatory education as required.

Work Schedule: Monday - Sunday. 12:30 pm - 8:30 pm. Please note schedules may change due to operational needs. Compensation: BAND R Range: $30.84 - $36.83 Who we are: Oak Valley Health is one of Ontario's leading community health care organizations and include Markham Stouffville Hospital, Uxbridge Hospital, and our Reactivation Care Centre. Across our hospitals and the RCC we provide high quality, patient-centred care to more than 468,000 patients each year. We offer diagnostic and emergency services and deliver clinical programs in acute care medicine and surgery, addictions and mental health, and childbirth and children's services. We are also proud to be part of the Eastern York Region North Durham Ontario Health Team (OHT). Our 542 physicians, 35 midwives, over 3,000 staff and 1,000 volunteers serve patients and families with an honoured to care mindset and are focused on delivering an extraordinary patient experience to the residents of Markham, Whitchurch-Stouffville, Uxbridge and beyond. We are dedicated to providing access to the right care, at the right time, in the right place by the right people and at the right cost. Are you ready to join us? COVID Statement As a result of the COVID-19 pandemic and the need to strengthen and promote health protection to patients, staff and members of the public attending in the hospital, prior to the first day of employment with the Hospital, all successful candidates are required to provide proof of COVID-19 vaccination (full vaccination is required). In order to provide you with fair & equitable accommodation, you must submit supporting medical exemption documentation or an affidavit detailing why your religion prohibits you from receiving the COVID-19 vaccine. Oak Valley Health diversity statement Oak Valley Health takes pride in serving some of Canada's most diverse communities. We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration and we encourage applications from Indigenous peoples, members of sexual minority groups, members of racialized groups, persons with disabilities, and all others who may contribute to the further diversification of Oak Valley Health. Furthermore, Oak Valley Health is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources. We are honoured to be recognized as one of Forbes Canada's Best Employers for Diversity 2023 . We ranked within the top 150 organizations across the country. Learn more about our commitment to EDI .