Referral Specialist

Job Responsibility: Full-time Department: Cardiac Rehab Program

Company Description

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

As an integral member of team, the Referral Specialist is responsible for the overall processing and coordination of patient referrals from first point of contact. The Referral Specialist is responsible for scheduling assessment(s) with the appropriate healthcare discipline(s) / departments within a well-defined period-of-time including arranging interpretation. The Referral Specialist is also responsible for handling and efficiently responding to inquiries from patients, healthcare professionals, and referring agencies/insurance companies/customers; overseeing referrals received, coordinating medical assessments and contacting customers related to service queries that arise.

• Provides exemplary and timely customer support to internal and external stakeholders primarily by phone, electronic mail and Epic
• Guides requests through the established processes, including fielding questions and escalating requests as required
• Conducts a full file review and processes the referral in multiple systems
• Creates a profile for clients in multiple internal and customer systems, reviews files and ensures consistency and accuracy based on information provided
• Communicates and updates any changes in scheduling
• Ensures all portions of assessments are completed and are done so with an acceptable cycle time
• Triages referrals - reviews the entire medical documentation files; appropriately triages referral to determine type of assessment(s) required within 24-48 hours; single or multiple assessments may need to be appropriately identified, referred and booked; collaborates with the Services and Clinical Intake Coordinators
• Works together with team of Referral Specialists to ensure the daily functioning of the administrative office, including answering phones and addressing patient questions, and checking patients in at the front desk.
• Coordinates with the AH team, healthcare professionals, UHN and across all AH sites regarding referrals and service provision (Booking)
• Provides input on process improvements to leadership
• Performs cross-functional duties, as assigned or requested, consistent with the job classification
• Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention's of the Act, in a timely manner

Qualifications

Qualifications

• Strong computer skills to adapt to various IT environments; including advanced keyboarding and advanced knowledge of Excel and Word is required
• Excellent communication and interpersonal skills to deal effectively with medical professionals, insurance adjusters, claimants, and colleagues
• Knowledge of medical terminology and medical disciplines is an asset
• Excellent analytical, critical thinking and deductive reasoning skills to interpret information, and identify specific areas that require further investigation
• Effectively document all relevant events in a timely and efficient manner as cases develop with an advanced attention to detail
• Extremely well-honed organizational skills to prioritize day-to-day activities to allow efficient and effective progress of file management activities
• Ability to multitask, work within service level agreements, and deal effectively with ambiguity in a highly time sensitive and fast paced environment
• Self-directed, goal-oriented and able to manage time and priorities with minimal supervision

Additional Information

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

Vaccines (COVID and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

All UHN Employees are required to be fully vaccinated with a COVID-19 vaccine series, approved by Health Canada or the World Health Organization, as a condition of hire. Proof of COVID-19 vaccination will be required. Should you be the successful candidate, you will be required to comply with UHN's mandatory Vaccination Policy that is in effect.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.