Client Services Facilitator Access & Flow

Join us in building a world of possibility! Holland Bloorview Kids Rehabilitation Hospital is Canadas largest pediatric rehabilitation hospital and a top 40 Canadian research hospital. Serving over 9000 families annually in 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 Bloorviews vision is to support the most meaningful and healthy futures for all children youth and families. We are an academic hospital fully affiliated with the University of Toronto. Holland Bloorview has won numerous awards including Greater Torontos Top Employers Canadas Top Employers for Young People and Canadas 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.

Position Summary

The Client Services Facilitator is a member of the Appointment Services 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.

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

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

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

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. The position is required to be on-site 5x/ week.

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
• Demonstrates tact diplomacy and communicates respectfully and appropriately in a client-focused service environment
• Demonstrates discretion and understanding of requirements related to privacy security and confidentiality of information in a health care setting
• Well-developed problem solving customer relations telephone etiquette and organizational skills
• Ability to prioritize and complete tasks accurately in a busy work environment with ambient noise and frequent interruptions
• 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