Patient Care Representative

Job Responsibility:

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.

: 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 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.

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.

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.

Behaviors

• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

• Loyal: Shows firm and constant support to a cause

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Self-Starter: Inspired to perform without outside help