Lead Intake and Referral Coordinator

Union: Non-Union
Number of vacancies: 1
New or Replacement Position: New
Site: UHN West Park Assessment Centre
Department: Altum Health
Reports to: Operations Manager
Salary Range: $40.34 - $50.43 per hour
Hours: 37.5 hours per week
Shifts: Days Monday - Friday
Status:  Permanent Full-time
Closing Date: Open until filled 

UHN West Park Assessment Centre is seeking an experienced Lead Intake and Referral Coordinator to oversee the Intake and Referral Process end to end including but not limited to triage coordination/assignment of work to team members communication with referral sources when required issue(s) escalation and resolution. Additionally this role will understand the complexities related to the assessment process and will ensure operational efficiency.

In accordance with established standards professional requirements the Lead Intake and Referral Coordinators role is an integral member of Intake & Referral team and a point of contact for Referral Specialists and Client Service Representatives related to intake scheduling and report finalization. This position plays a key role in contributing to the quality of customer satisfaction and services provided by the Assessment Centre.

As the Lead Intake and Referral Coordinator you will need to demonstrate a strong ability to lead a team and must possess knowledge of intake processes within the Auto Insurance Industry. The Lead Intake and Referral Coordinator ensures a smooth workflow by arranging specific needs and accommodations for a range of customers including Assessors Insurers and Assessment Centre Staff.

This role is essential for facilitating seamless operations and effective communication among all involved parties. The Lead Intake and Referral Coordinator must be adept at managing multiple tasks and priorities in a fastpaced environment ensuring efficient processing and coordination to meet the demands of all stakeholders. Excellent skills in Quality Assurance and accurate referral processing are required.

KEY RESPONSIBILITIES:

• Lead Coordination of Referrals and Intake processes
• Provide Team leadership implement process improvement and navigate complex case management.
• Assist with Processing Referrals
• Triage Referrals and Assign/Schedule Assessors
• Understanding & vetting issues with respect to complexity assessor(s) and scheduling
• Responsible for processes in WIN (operating system) inclusive of managing open files ensuring transportation interpreting assessor time and assessment locations are coordinated
• Assist in resolving customer billing issues and complaints
• Work collaboratively with administrative personnel to deliver a timely and an exemplary customer experience; provides direction to referral specialist(s) for booking and scheduling needs
• Helps facilitate timely delivery of clinical reports through tracking and follow up to manage customer service level agreements
• Maintain ongoing tracking and appropriate documentation to support operational Service level Agreements and Key Performance Indicators
• Assist with Assessor setup in WIN & HCAI
• Thorough understanding of the Statutory Accident Benefit Schedule and Independent Assessment processes inclusive of timeframes with respect to intake tasks and functions
• Quality assurance ensuring accurate and thorough output from the Referral Specialists

Qualifications :

• Bachelors degree in relevant health related field and registration with regulatory college
• Minimum 35 years experience in the independent assessment industry specifically in the MVA marketplace
• Must have experience in intake and referral processes
• Experience & understanding of customer portals/platforms i.e. eClaims & SmartSimple is preferred
• Must possess leadership skills
• Strong focus on customer experience
• Demonstrated organizational and multitasking skills
• Enjoys working in a collaborative team environment
• Superlative communication skills (written and verbal)
• Shows initiative and exhibits excellent judgement
• Demonstrated ability to work with a high level of autonomy
• Excellent computer skills and knowledge of Windows environment and adaptability to learning new software/programs
• Proficiency with Office 365 including Outlook Word Excel SharePoint Teams Adobe Pro

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  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. 

Vaccines are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code. 

UHN is a respectful caring and inclusive workplace. We are committed to championing accessibility diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance.  Any information received related to an accommodation will be addressed confidentially. 

University Health Network thanks all applicants however only those selected for an interview will be contacted.

Remote Work :

No

Employment Type :

Full-time