Patient Service Representative

WELL Health Diagnostic Centres is looking for a qualified and compassionate Patient Service Representative. As a Patient Service Representative, you will be the first point of contact when patients call our clinics and are expected to provide exemplary service. You will be responsible for scheduling patient appointments, procedures, addressing and responding to patient inquiries, liaising with various departments including hospitals and physician offices. You will facilitate the delivery of patient care by providing a high level of support and assistance to both staff and patients/families. You will also support the operations of the team/department by providing clerical and administrative functions in a proactive, organized manner.

Reporting to: Call Centre Manager

About WELL Health Diagnostic Centres

WELL Health Diagnostic Centres is the largest operator of independent diagnostic health facilities in Ontario. More than 15,000 Ontario healthcare providers refer their patients to WELL Health Diagnostic Centre’s 40 accredited locations for OHIP-covered cardiology, imaging, women’s health, telehealth, and sleep diagnostic services.

We offer unique benefits to our staff including Employee assistance program (EAP), opportunity to travel to other WELL Health Diagnostic Centres locations and earn travel premium & mileage, we have also partnered with many schools & colleges to encourage continuing education programs. We offer Sign on bonus for specific locations and provide relocation benefits to assist candidates to help with relocation expenses.

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

· Accredited Patient Care: We’re Ontario’s only independent diagnostic health facilities that are Accredited with Exemplary. This achievement recognizes our continuous effort to provide shorter wait times for patients, faster report turnaround for referring healthcare providers, and the highest standard of infection prevention, cleanliness, safety, and comfort in our facilities.

· Canada’s Best Managed Companies: For 6 consecutive years, we’ve been selected among Canada’s Best Managed Companies. This is Canada’s leading business awards program, recognizing excellence in private, Canadian-owned companies.

· Great Place to Work: For 7 consecutive years, we’ve been certified as a Great Place to Work due to our congenial work environment, and the high level of pride and trust our team has for their leaders. We believe the quality of our patient care reflects the quality of our team of healthcare professionals.

· Consumer Choice Award: For 5 consecutive years, we’ve won the Consumer Choice Award for best Diagnostic Imaging Clinics in the Greater Toronto Area. The winners are the result of an in-depth consumer evaluation process that involves gathering unbiased consumer opinions, calculated and vetted by some of North America’s leading market research firms.

· Canada’s Top Growing Companies: The Globe and Mail’s Report on Business has selected WELL Health Diagnostic Centres in their ranking of Canada’s Top Growing Companies. This program celebrates and ranks independent Canadian businesses by the percentage of their revenue growth over three years.

Responsibilities:

• Interact with patients, hospitals, and physician offices by telephone and email professionally, further to the  direction received by the manager.

• Review and address incoming fax requests from referring physicians.

• Strategically schedule and reschedule with the goal of optimizing efficiency and reducing patient wait time.

• Effectively adhere and adapt to changing policies and procedures, and ensure the messaging is reinforced with  the team.

• Address and respond to patient inquiries in a timely manner, if requested to do so by the manager.

• Prepare or organize reports or statistics, as required.

• Perform other relevant duties as needed by the manager.

Qualifications & Requirements:

• High school diploma required, college/university education in health sciences preferred.

• Previous call center experience is an asset, but not required.

• Professional and articulate with excellent written & verbal communication.

• Must be computer literate and proficient in MS Office.

• Ability to work varying shifts and travel to various locations as required, and ability to work independently as  well as part of a team.

Experience:

• Ability to work collaboratively and professionally in a team-based environment, with a positive attitude.

• Sensitivity towards the handling of personal health information.

• Strong organizational and interpersonal skills, good command of the English language and excellent  communication skills.

• Self-evaluate performance, establish personal objectives and participate in yearly staff performance  review.

Staffing:

Maintain and adjust to staffing rotation pattern as directed by the call centre manager.

Personal:

Have a cheerful, positive attitude and the ability to work effectively with others as well as the ability to work independently and treat everyone with respect, dignity, and kindness.

WELL Health Diagnostic Centres offers an excellent remuneration package including competitive wages, medical and dental benefits, training & development assistance, various corporate discounts, unique benefits, and referral bonuses.

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WELL Health Diagnostic Centres welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

WELL Health Diagnostic Centres is an equal opportunity employer. If you require accommodation for a disability at any stage of the recruitment process, please notify Human Resources