Multi-Line Call Coordinator

Position Title: Multi Clinic Call Coordinator

Job Type: Full-Time, Permanent (Mon - Fri 9:00 AM - 5:00 PM)

Job Location: Capilano Medicentres Clinic (May require working from other Medicentres Clinics)

Reports to: Clinic Manager

Date Last Updated: August 2024

Medicentres is a network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario. Regardless of your role, you are an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters.

JOB PURPOSE:

Reporting to the Clinic Manager, the Medical Office Assistant is responsible for providing exceptional customer service to our patients, as well as providing support to physicians and medical staff.

PRINCIPAL RESPONSIBILITIES:

1. Answering inbound calls from patients and addressing their inquiries with professionalism and empathy. Scheduling and notifying patients of appointments.
2. Providing information about clinic services, including directions, hours of operation, and available physicians.
3. Assisting patients with navigating online booking systems and other digital services.
4. Handling patient registration over the phone and ensuring accurate data entry into the EMR system.
5. Managing and resolving patient concerns or complaints in a timely manner, escalating issues to the appropriate team members when necessary.
6. Ensuring compliance with privacy and confidentiality standards, particularly concerning patient health information.
7. Performing administrative tasks such as scanning and filing documents electronically.
8. Supporting clinic operations by coordinating with other departments and assisting with various tasks as needed.

KNOWLEDGE, SKILLS AND EXPERIENCE:

1. High school diploma or equivalent
2. Previous experience in a call center or customer service environment, particularly in healthcare, is an asset.
3. Although not required, experience with Med Access or Electronic Medical Records would be considered an advantage.
4. Excellent verbal and written communication skills
5. Proficiency in medical terminology is an asset
6. Must be able to handle confidential information in compliance with the Health Information Act

INTERNAL COMMUNICATIONS:

1. Physicians
2. Clinic Support Office departments (IT, Accounting, Human Resources)

EXTERNAL COMMUNICATIONS:

1. Patients

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Final candidates for this position may be required to undergo a security screening, including a criminal records check. To learn more about us, visit www.medicentres.com.