Referral Specialist (Patient Journey)

Union: Non-Union
Number of Vacancies: 2
New or Replacement Position: New
Site:  Toronto Western Hospital
Department:  Connected Care
Reports to: Manager
Salary Range: $25.56 - $31.96 per hour 
Hours: 37.5 Hours Per Week
Shifts: Monday - Friday
Status: Permanent Full-time (contingent on continued funding)
Closing Date: February 16 2026

The Referral Specialist (Patient Journey) plays a pivotal role within UHNs outpatient environment serving as a first point of contact for referrals into UHN and helping establish a strong first impression of our commitment to timely coordinated and patient-centred care.

The primary responsibility of this role is to ensure that referrals are received reviewed recorded and routed efficiently accurately and compassionately using Ocean eReferral and Epic. The Referral Specialist works closely with clinical and operational partners to support smooth and reliable transitions from referral to care. The role has a cross-program perspective and contributes to improving service excellence consistency and data quality while supporting staff and care teams.

Principal Responsibilities Include:

Service Excellence

• Provide patient-centred timely and professional service to referring providers patients families and internal partners.
• Contribute to standardization continuous improvement and service quality initiatives across the access and referral function.
• Respond to inquiries via phone and email with clarity empathy and accuracy supporting a consistent and high-quality experience across the referral and access journey.
• Communicate clearly and respectfully with referrers and patients regarding status next steps and required information.

Referral Coordination & Access Support

• Receive review process and coordinate referrals and access requests using established systems and workflows.
• Support appropriate routing coordination and follow-up of referrals and appointments across programs and services.
• Apply established business rules pathways and escalation processes to ensure referrals and requests are handled efficiently and appropriately.
• Support timely access to care by assisting with booking coordination and management of appointments and related activities as required.
• Guide referrers and patients through established access pathways and processes.

Administrative Data & Process Support

• Maintain accurate and complete documentation in clinical and administrative systems.
• Complete required data collection reporting and quality assurance activities.
• Identify opportunities to improve workflows reduce rework and enhance coordination across programs.

Cross-Functional Collaboration

• Collaborate with clinical leaders managers operations teams and digital partners to support coordinated integrated service delivery.
• Participate in projects and initiatives that improve patient and staff experience workflows and efficiency.
• Perform other administrative and operational duties consistent with the role and evolving program needs.

Qualifications :

• Completion of a Medical Office Administration program or recognized equivalent (required).
• Minimum 2 years of practical and related experience (required).
• Experience with Epic HIS is an asset.
• Excellent communication and interpersonal skills for interacting with clinicians stakeholders clients and partners.
• Strong computer skills; ability to adapt to varied IT environments; advanced Word Excel and keyboarding.
• Extensive knowledge of medical terminology and clinical disciplines.
• Superior analytical critical thinking and deductive reasoning skills.
• High attention to detail with accurate and timely documentation.
• Demonstrated ability to multitask meet service targets and thrive in a fastpaced timesensitive environment.
• Strong organizational skills with the ability to prioritize effectively and navigate ambiguity.
• Able to manage difficult or sensitive conversations with professionalism.
• Experience supporting complex coordination or patient navigation is an asset.
• Fluency in a second language is preferred.

Additional Information :

Why join UHN

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world UHN offers a wide range of benefits programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor allowing you to find value where it matters most to you now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP  access to Transit and UHN shuttle service
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel restaurants parking phone plans auto insurance discounts on-site gyms etc.)

Current UHN employees must have successfully completed their probationary period have a good employee record along with satisfactory attendance in accordance with UHNs attendance management program to be eligible for consideration. 

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates.  Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading inaccurate or incorrect UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest however only those selected for further consideration will be contacted.

Remote Work :

No

Employment Type :

Full-time