Administrative Support 09

POSITION SUMMARY:
The position provides administrative assistance to the day-to-day clerical operations of the Hamilton (onsite) - Brant (offsite) senior’s mental health outpatient and outreach services. The position works collaboratively with all members of the care team to support effective registration, patient appointment scheduling and cancellations, group wait list management, communication letters, and setup for group patients; clinic and phone reception responsibilities; payroll; surveys; health record development and filing functions within the outpatient and outreach service. The position is the first impression of our program and needs to maintain a positive and compassionate image.

QUALIFICATIONS:

1. Completion of Grade 12 diploma and a completed 1-2 year post-secondary program in medical office administration.
2. Successful completion of Medical Terminology Certificate required.
3. 2-3 years of related experience working within a busy mental health and addiction program required, with demonstrated experience supporting patients and families in relevant clerical/administrative roles (e.g., reception, scheduling, phone calls, sharing basic program information, connecting with family doctor offices).
4. Previous experience working with seniors is an asset.
5. Excellent attendance, workplace performance, and customer service orientation required.
6. Intermediate skill level in MS Word, MS Excel, and Outlook email.
7. Basic skill level in spelling and medical spelling.
8. Clerical testing may be required as part of the selection process.
9. Excellent proficiency, accuracy, and efficiency in data entry and the use of computerized applications (e.g., Dovetale).
10. Able to communicate effectively and with sensitivity both in person and via telephone to patients, families, and other partners in care.
11. Intermediate typing speed of 45 WPM.
12. Maintains excellent interpersonal relationships demonstrated within a team environment and beyond.
13. Excellent ability to handle multiple tasks, conflicting priorities, time pressures, and frequent interruptions in the context of a clinical outpatient setting.
14. Demonstrated ability to work independently, demonstrate good organization, initiative, resilience, and priority-setting skills.

RESPONSIBILITIES:

1. Responds to telephone calls and unscheduled visits, ensuring appropriate action according to the nature of the situation, and relaying messages as required. Applies customer service orientation.
2. Deals with patient scheduling and cancellations to ensure clinic slots are appropriately filled (e.g., phoning patients and responding to their requests regarding appointment times, need for changed date/time, providing calls to them to change appointments at doctor’s request and reschedule).
3. Works proactively and collaboratively with the care team to maintain, distribute, and update accurate active patient caseload.
4. Accurately enters, retrieves, updates, and validates data (e.g., demographics, OHIP, date/times, codes, etc.) in Dovetale.
5. Provides administrative support by typing routine correspondence, requested notes/letters, faxing, photocopying, and preparing materials for client groups or copying/readying satisfaction surveys.
6. Provides administrative support to pick up mail and faxes, stamp, distribute, and notify clinic staff as needed.
7. Processes client referral registration in an efficient and safe manner, and supports Dovetale and health record maintenance from referral, admission, and through to discharge processes.
8. Maintains effective/responsive filing systems in the patient health record and scans, assembles/dismantles charts as required.
9. Completes weekly payroll and forwards any travel expenses to the manager for review/signing.
10. Ensures all needed office supplies are ordered in a timely manner and stored appropriately, and completes any needed RFS for maintenance, IT service, etc.
11. Assists with special projects and performs other duties as assigned by the Manager.
12. Remains alert regarding on-site client, patient, family needs/activity and works together to ensure the work area is maintained in a safe, organized, and presentable way at all times.

WAGE:
Hourly: $28.87... $30.14 ... $31.37 (plus 14% in lieu)