Patient Care Representative

WELL Health Diagnostic Centres is looking for a skilled Patient Care Representative who will be responsible for the first impression when patients enter the clinic and physician/provider support. The PCR may also provide coverage from time to time for other administrative roles throughout the clinic.

Job Description: Patient Care Representative 

Reporting to: Clinic Leader / Regional Leader

About WELL Health Diagnostic Centres

WELL Health Diagnostic Centres is the largest operator of independent diagnostic health facilities in Ontario. More than 15,000 healthcare providers refer their patients to WELL Health Diagnostic Centres’ 60+ accredited locations for OHIP and AHCIP-covered cardiology, radiology, respirology, and sleep diagnostic services. We are committed to delivering shorter wait times, faster report turnaround, and the highest standard of patient care.

WELL Health Diagnostic Centres is a top employer of choice! We are dedicated to attracting, developing, and retaining the best healthcare professionals in the industry. We are proud to be recognized year after year as an industry leader, earning distinctions such as Canada’s Best Managed Companies, Great Place to Work®, Canada’s Top Growing Companies from The Globe and Mail, and the Consumer Choice Award.

Why join WELL Health Diagnostic Centres? Here are 5 great reasons!

• Compassionate & Connected Healthcare: Join a team of 1,000+ healthcare professionals across Canada dedicated to delivering excellent patient care while upholding the highest clinical standards.


• Employee Wellness: We support your overall work-life balance and offer full access to our group medical benefits and external wellness platforms to support you in thriving both personally and professionally.


• Competitive & Comprehensive Compensation: Enjoy competitive pay, extended health and dental benefits, paid time off, and exclusive perks through Perkopolis with 5,000+ discounts.


• Grow with a Leading Organization: With 50+ clinics across Canada and upcoming rapid expansion, you’ll have the opportunity to advance your skills and build a meaningful career.


• Collaborative & Supportive Culture: Work in a team-oriented environment with strong leadership, mentorship opportunities, continuing education support, training and development support, internal mobility, and clear pathways for career growth.

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Position Overview:

Responsible for the overall patient flow of the clinic including reception and clerical duties. Schedule appointments and register for procedures as needed. Receive, process, and direct patients following established procedure and documentation requirements. Assist patients as required to coordinate patient flow. Maintain accurate patient records and filing systems. Input patient data from affiliate clinics. Provide a professional demeanor and a positive image for the department and facility by receiving, processing, and directing professional and non-professional staff, patients and visitors in a pleasant and courteous manner.

Responsibilities:

Reception:

• Greet incoming patients or physicians, as per script. 

• Obtain required patient identification, documentation and history following guidelines.

• Ensure patient has followed correct preparation for their exam. 

• Ensure inquiries are answered or referred to the appropriate person. 

• Assist patients requiring help in mobility.

• Maintain a clean and tidy reception area as per infection prevention and control guidelines.

• Schedule patients in a timely and efficient manner, ensuring to adhere to standardization protocols. Ensure urgent patients are seen on a priority basis. If clinic does not offer requested procedure, assist the physician or patient in locating a procedure time at another MHC clinic.

• Assist Clinic Leader with turnaround report and private pay documentation.

Patient Flow: 

• Assist technologist in preparing patients for diagnostic testing, including but not limited to changing, guiding, assisting in mobility, cleaning etc. 

• Perform ECGs, Holter hookup, blood pressure, take vitals, collect basic information from patients etc., if trained to do so.

• Work alongside and assist physicians, as required, to ensure their practice runs smoothly and efficiently; including but not limited to locating reports, scheduling appointments, coordinating schedules, biopsies, etc.

• Assist with workflow of the clinic.

Documentation:

• Ensure all documentation and requests are received by the ordering physician and billing party in a timely manner. Patient confidentiality is mandatory. 

• Maintain accurate patient records and filing systems (in accordance with Company and Ministry of Health requirements).

Equipment Operations & Maintenance:

• Operate specific office equipment related to secretarial duties (i.e., computer, computerized telephone, photocopier and fax machine, etc.).

• Observe and report all malfunctions in office equipment. 

• Follow manufacturer's guidelines for operation, maintenance and minor troubleshooting. 

• Maintain all required logbooks for infection prevention and control protocols.

Reporting:

• Ensure patient reports are delivered, distributed, and faxed expediently, where applicable.

• Maintain patient confidentiality.

Safety:

• All company and government regulations are to be followed. 

• Routine cleaning of work area and equipment to be done as scheduled or needed.

Other:

• Assist other staff members when the workload is completed or as assigned for the smooth, effective functioning of the entire department and facility.

Qualifications, Experience & Requirements:

• 0-2 years of related experience.

• Diploma in Medical Office Administration or related field.

• Computer literacy.

• Minimum typing speed of 35wpm.

• Must have excellent telephone etiquette.

• Good command of the English language, excellent communication, organizational and interpersonal skills are required.

• Ability to work independently and as part of a team.

• Adherence to PHIPA.

• A strong ability to multi-task.

• Maintain competence in position by attending staff meetings.

• CPR & First Aid Certification is encouraged.

Staffing:

Maintain and adjust to staffing rotation pattern as directed by manager or delegate.

This role is for an existing vacancy.

Final compensation is determined based on market location, job-related knowledge, skills, experience level, and internal equity. Candidates with significantly more experience may be considered at a higher level with adjusted compensation for certain roles.

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