Client Service Facilitator - Access & Flow

Join us in building a world of possibility! Holland Bloorview Kids Rehabilitation Hospital is Canada's largest pediatric rehabilitation hospital. We are a top 40 Canadian research hospital that is fully affiliated with the University of Toronto, and we serve over 8,500 families annually.

Our vision is to support the most meaningful and healthy futures for all children, youth and families. Providing both inpatient and outpatient programs and services, Holland Bloorview is renowned for its expertise in partnering with clients and families to provide exceptional care and is the only organization to ever achieve 100 per cent in three successive quality surveys by Accreditation Canada.

Holland Bloorview has won numerous awards including Greater Toronto's Top Employers, Canada's Top Employers for Young People and Canada's Most Admired Corporate Cultures. We offer an inspiring, inclusive, innovative, and collaborative work environment with competitive compensation and benefit packages and programs that support ongoing learning and professional growth.

Summary

The Client Service Facilitator is a member of the Access & Flow team. This team is responsible for processing referrals, scheduling clinical appointments, registering clients and maintaining accurate health records.

Key Responsibilities:

These responsibilities are reflective of the job functions of the entire team. Individuals on the team typically will be trained in all functions, but have a primary responsibility from within the below sub functions.

1. Referral Management:

• Review and process internal and external referrals
• Enter referral data / waitlist information into Meditech Information System
• Oversee and monitor referral process from receipt of referral to first booked appointment
• Send out acknowledgement letters to parents/clients/guardians and referring physicians

2. Registration:

• Greet, register and provide directions to clients attending on-site appointments
• Register clients attending after hours or off-site appointments
• Verify and update client information in the electronic record

3. Scheduling

• Schedule new, cancelled, rebooked and follow up appointments in Meditech Information System
• Respond to all inquiries related to client appointments, both in person and on the telephone
• Maintain ongoing communication with clinical teams and clients / families regarding coordination of appointments
• Prepare acceptance letters/ information packages for parents/clients/guardians

In addition:

• Conduct quality assurance audits
• Participate in quality improvement initiatives, support the maintenance of a safe and healthy work environment and advance a culture of client/patient safety through work and daily practices
• Other duties as assigned

Hours of work are 7.5 hours per day within business hours of 8:00am-4:30pm as required [e.g. 8:30-4:30pm].

Qualifications

• Community College diploma
• Medical Office Administration preferred
• Previous Meditech software scheduling experience an asset
• Minimum two years administrative or scheduling experience in a health care environment
• Superior verbal, written and listening communication skills
• Excellent coordination and time-management skills
• Tact, diplomacy, a professional demeanor and willingness to assist others
• Discretion with regards to security and confidentiality of information
• Strong problem solving, customer relations, telephone etiquette and organizational skills
• Ability to work in an area with a high volume of work, frequent interruptions & noise
• Strong verbal and written communication skills
• Demonstrated ability to work effectively in both a team environment & independently
• Willingness to work collaboratively with others
• Proficient keyboarding skills, minimum of 55 words per minute