Wait List Information Clerk

Why eHealth?
We may be biased, but eHealth Saskatchewan is the place to be right now! As a result of a province-wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and include laboratories, pharmaceuticals, and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

About the role:
Reporting to the Assistant Manager, Provider Services, this role acts as the point of contact for Referral Management Service inquiries from referring providers, medical office assistants, specialist offices, and the Saskatchewan Cancer Agency regarding patient referrals. Inquiries can include but are not limited to: referral status, urgency, redirects, specialist exceptions, etc.

Referral Management Services is a critical area within the healthcare system that assists patients' timely access to physician specialists, and the successful candidate for this role will understand and demonstrate best customer service practices and principles.

Typical daily duties will include:

• Responding to stakeholder inquiries received via phone, email, fax, and through the Referral Management Service Referral Viewer.
• Delivering accurate, appropriate, and timely support to our stakeholders providing patient-centered care.
• Meeting the needs of our patients, working in this type of environment calls for very strong interpersonal and excellent communication skills to establish and maintain effective working relationships as well as above average typing/data entry skills.

What are we looking for:

• Minimum of 12 months of experience working in a medical office, administrative office or similar environment.
• Strong medical terminology understanding will be considered an asset.
• Excellent data entry skills with a minimum typing speed of 45 wpm.
• Ability to apply legislation, regulations, policies, and procedures.
• Knowledge of customer service principles and experience providing patient-centered care.
• Experience working with healthcare professionals and/or patients who may be upset.
• Ability to provide excellent service through strong demonstrated interpersonal skills and patient-centered care-oriented attitude.
• Excellent interpersonal skills; ability to communicate effectively in the English language both verbally and in writing.
• Exceptional time management, prioritization, and organizational skills with the ability to prioritize workloads and meet deadlines.
• Knowledge of Microsoft Office.
• Gathering, understanding, and synthesizing specialized information in a way that can be applied to meet the needs of the organization and of the patient.
• Recognizing information that must remain confidential and comply with privacy and security policy legislation.
• Strong analytical and problem-solving skills.

You will have knowledge of:
Typically, the knowledge and skills required for this role are obtained from previous experience in a medical office environment utilizing medical terminology coupled with strong customer service-related experience that is supplemented with data entry experience. The knowledge and skills required for this position would be attained through the completion of a high school diploma or equivalent. An Office Administration certificate is beneficial. An equivalent combination of experience, education, and training may be considered.

You will have the ability to:

• Troubleshoot problems and identify resources required to resolve an issue.
• Solve problems.
• Prioritize issues and one’s workload.
• Meet critical deadlines and service levels in a reactive work environment.
• Understand when to escalate issues to other team members and/or management.
• Communicate effectively, both written and verbal with customers and team members.
• Effectively work independently and participate as a team member to meet the needs of patients, physicians, and co-workers and to build productive, positive work relationships.
• Gather, understand, and synthesize specialized information in a way that can be applied to meet the needs of the organization and customer and within given constraints.
• Ability to train and transfer technical knowledge to current and new employees and consultants.
• Provide excellent patient-centered care service through strong interpersonal skills.

You will be:

• Flexible, organized, and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment.
• Service-oriented, patient, honest, and respectful/tactful.
• Thorough, reliable, disciplined, organized, and strong attention to detail.
• Creative, logical, and have a strong motivation for continuous improvement and learning.
• Empathetic, diplomatic, and sensitive in order to respond to issues and concerns of others who may be angry or frustrated.

Competencies

Technical

• Knowledge of applicable computer hardware and software applications and terminology.
• Knowledge of office management and administrative procedures and protocols.

Communication

• Ability to clearly and accurately explain complex issues, policies, procedures, referencing legislation and other information to clients and co-workers.
• Ability to listen, accurately comprehend and orally respond to inquiries from clients, other agencies or the general public and/or relay information, directions, or questions in person or over the phone in an accurate, clear, concise, and courteous manner.
• Ability to respond accurately, clearly, and courteously to inquiries from clients, other agencies, and the general public.

Written Communication Skills

• Ability to accurately, concisely, and in a timely manner compose, record, proofread, and/or edit a variety of correspondence [using correct grammar, spelling, and punctuation/ for your own and others’ signatures/ in a visually pleasing format].

Problem Solving

• Ability to identify, clarify, and analyze relevant issues, concerns, or problems in order to provide options/recommendations and/or to implement solutions in a timely fashion.
• Ability to collect, record, and analyze relevant data to make accurate and timely decisions on a variety of issues.

Team/Independence

• Ability to work independently and/or as a contributing member of a variety of teams to complete work assignments, achieve common goals and contribute towards a positive work environment.

Organizational

• Ability to independently assess, establish, and adjust and accurately complete multiple tasks while taking into consideration task complexity, frequent interruptions, deadlines/quota, available resources, and multiple reporting relationships.

If you are looking for an opportunity to challenge yourself and showcase your abilities, we would love to hear from you.

Position Type: 1 Temporary Full Time greater than 9 months (up to approx. 1 year) & 1 Temporary Full Time greater than 9 months (up to approx. 10 months)
Level: PDP04
Anticipated Start Date: February 2025
Location: Regina, Saskatchewan