Intake and Workflow Agent

Job Location: Clinic Support Office - Edmonton - In Office
Job Type: 6 month temporary with possible permanent. Full Time and Part Time.
Experience Level: Mid Level
Schedule: Days, Evenings, and/or Weekends
Number of Vacancies: 2+    

COMPANY INFORMATION:
Looking to make a difference?  Looking to join an incredible team?    

Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario.
Regardless of your role, you will be an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. Medicentres is seeking to change the way healthcare is delivered in Canada by using technology to improve the patient experience.
By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters.

JOB PURPOSE:

Reporting to the Supervisor, Referral Team, the Intake & Workflow Coordinator serves as the central coordination point for the medical review referral process. This role is responsible for receiving, validating, tracking, and routing referral files to ensure they are complete, accurately assigned, and advanced efficiently through each stage of review, from initial receipt through to physician decision and final disposition. 

This position maintains workflow integrity, supports service level expectations, and acts as a central coordination point between administrative, clinical, and physician review functions. 

PRINCIPAL RESPONSIBILITIES:

File Intake and Validation:  

• Receive, review, and process incoming referral files and supporting documentation.  

• Identify missing, duplicate, incomplete, or misdirected submissions and initiate appropriate follow-up.  

• Categorize and prioritize files in accordance with established procedures, service standards, and operational priorities.  

• Assign files to the appropriate reviewer based on workflow requirements and workload distribution. 

• Ensure all incoming files meet defined intake and submission requirements prior to entry into the workflow. 

Workflow Management and File Routing: 

• Coordinate the movement of files through each stage of the review process from intake to Q&A to final disposition.  

• Route files between designated team members (clinic aids, physicians or nurse practitioners) as required.  

• Monitor file progression and ensure timely advancement through all stages of review. 

• Maintain awareness of file status and proactively address delays, bottlenecks, or workflow concerns.  

• Escalate urgent, complex, or overdue files to the Program Supervisor as appropriate. 

• Support adherence to defined turnaround times and service level expectations by actively monitoring workflow queues. 

• Identify and escalate risks to service delivery, including volume surges, backlog growth, or resourcing constraints. 

Tracking and Quality Control: 

• Maintain accurate file tracking and status records.  

• Perform administrative quality checks to ensure files are complete, properly routed, and ready before files advance to the next stage.  

• Verify that required documentation and decisions have been completed and received. 

• Ensure consistency in file handling, tracking, and status updates across all stages of the workflow. 

Team Support and Communication: 

• Serve as a central point of contact regarding file status and workflow progression.  

• Liaise with team members to obtain information, clarification, or required documentation.  

• Support efficient coordination between administrative, clinical, and physician review functions. 

• Provide non-clinical coordination support to Clinical Aides/LPNs and physicians or nurse practitioners to ensure efficient file progression. 

Compliance and Confidentiality: 

• Perform all intake, routing, and coordination activities using established processes and systems, without reliance on artificial intelligence (AI) for clinical interpretation or decision-making. 

• Handle sensitive personal and medical information in accordance with privacy and security requirements.  

• Adhere to established policies, procedures, and program standards. 

KNOWLEDGE, SKILLS AND EXPERIENCE:

• Experience managing a high volume of referral files across multiple workflow stages, requiring continuous monitoring, coordination, and prioritization to maintain service levels. 

• Strong organizational and prioritization skills  

• Attention to detail  

• Ability to manage high-volume workloads  

• Process-oriented mindset  

• Effective written and verbal communication skills  

• Ability to maintain confidentiality  

• Proficiency with databases, document management systems, and file tracking tools  

• Ability to identify workflow bottlenecks and escalate issues appropriately 

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.

We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.
Please note, AI may be used in the selection and recruitment process.