Receptionist, Gateway Team-Based Care Teaching Clinic (GTBCTC)

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Note: Applications will be accepted until 11:59 PM on the Posting End Date.

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Candidates must include a cover letter and resume in their applications to be considered.

At UBC we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research innovation and learning for all faculty staff and students. Our commitment to employment equity helps achieve inclusion and fairness brings rich diversity to UBC as a workplace and creates the necessary conditions for a rewarding career.

Job Summary
As part of an interdisciplinary team the receptionist is the first point of contact for patients and caregivers (which may also include trusted individuals within the patients support network). The receptionist plays a key role in creating a warm welcoming and safe environment for patients and caregivers. The position ensures a smooth and efficient experience by greeting patients managing appointments handling inquiries and maintaining accurate records all while contributing to a positive and organized clinic environment.

This position will be directly reporting to the Clinic Manager. The incumbent works in close collaboration with other members of the GTBCTC and a wide range of partners internal and external to UBC including individual patients caregivers and non-profit organizations across the Lower Mainland and throughout BC.

Organizational Status
UBCs School of Nursing (SoN) Faculty of Applied Science is the administrative unit of the GTBCTC As the oldest university-based nursing program in Canada the School of Nursing offers a full range of innovative programs and holds an international reputation for excellence in research and scholarship. The SoN values health equity social justice and community engagement aligning with the clinics mission to improve healthcare delivery through collaborative education and practice.

UBC Health is in the process of establishing a centre for innovation in collaborative health education and team-based care. The goal is to create a first-of-its-kind provincial centre providing an opportunity for clinical students educators healthcare professionals researchers and patients to work together to improve the quality of healthcare delivery through innovations in interprofessional learning teamwork and research. A core component of the Centre will be a new purpose-built team-based care teaching clinic in the Gateway Health building on the UBC Vancouver Point Grey campus aiming to support approximately 4500 patients through team-based longitudinal primary care.

Work Performed

• Warmly greeting patients and assisting patients with booking appointments using the electronic health record patient portal and online registration systems.

• Supporting the patient experience by obtaining and accurately entering pertinent patient data into the electronic health record and verifying patient registration and health insurance status.

• Maintaining strict confidentiality of patient information and medical records.

• Providing timely service with minimal supervision and working effectively during high-volume periods.

• Responding accurately respectfully and with humility to inquiries from diverse populations in a timely manner through in-person and virtual written and verbal communication.

• Directing patients to appropriate team members as guided by clinic protocols or in consultation with the patients care team member(s).

• Managing incoming and outgoing clinic correspondence via phone electronic fax and mail.

• Updating and maintaining documentation for clinic processes and procedures.

• Utilizing conflict resolution and de-escalation strategies to defuse conflicts as needed.

• Escalating urgent requests for services according to protocols and directing customer service complaints efficiently to the GTBCTC leadership team as appropriate.

• Maintaining interprofessional team and individual provider schedules by booking appointments and processing referrals as required.

• Supporting interprofessional team functioning by managing diagnostic reports from external laboratories or imaging centres within the electronic health record.

• Communicating with other clinical offices departments and units to coordinate client appointments and testing.

• Responding to requests for records and releasing information to authorized personnel in accordance with established standards guidelines and procedures.

• Working collaboratively within a service team context to ensure high standards of service provision in accordance with GTBCTC policies.

• Responding to oral and written patient billing inquiries.

• Preparing and processing receipts for incoming payments by electronic transactions.

• Following up and supporting cost recovery of outstanding accounts.

• Preparing maintaining and filing financial documents such as electronic invoices reimbursement claims and supporting documentation.

• Assisting the Clinic Manager with maintaining reconciling and reporting financial records.

• Photocopying filing and word-processing support for a variety of documents.

• Ensuring that reception offices and waiting room spaces are well maintained and well stocked.

• Maintain photocopiers printers and video equipment.

• Perform additional duties as required.

Consequence of Error/Judgement
The position is required to exercise professional judgment and initiative while undertaking all responsibilities and developing relationships. Inappropriate actions errors in performance or indiscretions in judgment can have negative impact on the program and the University and may result in legal action negative public relations financial repercussions and loss of credibility in the School and the clinics ability to demonstrate value in the areas of collaborative health education research and health systems.

Supervision Received
Reports directly to the Clinic Manager. Works independently and interdependently in various settings. Works with considerable latitude and minimal supervision. The incumbent must be self-directed and able to manage and work independently.

Supervision Given
This position is not expected to supervise staff or students.

Minimum Qualifications
High school graduation plus one year of related training plus two years of related experience or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives including perspectives in conflict with ones own

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• High school graduation plus two to three (2-3) years of recent related medical office support experience or an equivalent combination of education training and experience preferred. Completion of Medical or Dental Office Assistant certification an asset.

• Understands and has experience with key program concepts such as team-based care relationship-centred care interprofessional education and continuous quality improvement or approaches for integrating knowledge into practice preferred.

• Demonstrate a commitment to cultural humility and lifelong learning by continuing to develop the technical relational and professional skills needed now and in the future to support a diverse range of clinical students and patients.

• Demonstrated ability to work independently and in a team environment collaborating effectively both in-person and virtually with a diverse team of students patients caregivers faculty staff community partners external organizations a complex environment

• Strong open communication with proven ability to communicate effectively problem solve and resolve conflicts and in a professional manner both verbally and in writing.

• Compose correspondence reports presentations and other written materials using clear concise business English.

• Effectively and efficiently coordinate tasks.

• Providing quality service to customers is a courteous patient manner.

• Knowledge of medical terminology and procedures

• Ability to learn adapt and utilize health and learning technologies (e.g. electronic health record) effectively in a rapidly changing health system and health professions education program.

• Ability to exercise diplomacy and sound judgment when interpreting information and making decisions or recommendations.

• Works independently under minimal supervision.

• Ability to prioritize and work effectively under pressure to meet deadlines.

• Work is performed in accordance with broadly established procedures and practices requiring initiative to plan and complete recurring assignments independently and judgment to determine which of many methods are applicable in any given situation.

• Experience using Microsoft Office including Outlook Word Excel PowerPoint at an intermediate level.

• Experience with the following are assets Electronic Health Records virtual care platforms Qualtrics or other survey platform

• Ability to use video and web conferencing technologies e.g. Zoom Microsoft Teams etc. for meetings.

• Prepare and complete job-related documents using relevant content and appropriate formats (e.g. forms letters).

• Ability to work in an environment where responsibilities and work situations are broader in scope with limited opportunity for standardized solutions.
  Job duties cover work of a minor interpretive and/or technical and/or analytical nature.

• Compiles manipulates and performs calculations on data.

• Compiles interprets and evaluates information to occasionally resolve moderately complex problems.

• Ideas developed result in minor changes to existing procedures practices standards specifications services or projects.

• Strong interpersonal skills.

• Builds rapport and defuses tense situations with people who may be difficult or challenging.

• Actively listens and probes for information to clarify requests.

• Use tact and discretion when discussing problems and eliciting sensitive or confidential information.

• Provides interpretation of a routine to moderately complex nature.

• Strong attention to detail.

• Previous experience working in an environment supporting and mentoring new team members and clinical learners an asset.

Equity Statement:

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code including sex sexual orientation gender identity or expression racialization disability political belief religion marital or family status age and/or status as a First Nation Metis Inuit or Indigenous person.