Shift Requirement: Monday – Friday – 3:45 p.m. – 11:45 p.m., Weekends/Holidays – 9:45 a.m. – 5:45 p.m.
The Patient Access Representative (UCC Patient Registration) is a valuable member of the Patient Access team and has a significant impact on the effective operation of patient registration/check in functions at Mackenzie Health. This position is responsible for the accurate and efficient registration and check in services using technology, while maintaining a progressive and personalized health care environment for patients.
Contribute to safe, quality care by:
- Greets patients, families, visitors and provides assistance/directions as needed.
- Ensures seamless patient flow within registration areas.
- Interviews patients both on the phone, and in person, and enters precise registration information into the electronic medical record (EMR).
- Validates and verifies patient identification at every interaction including by phone, onsite registration, and armbanding, ensuring accurate patient identification at every step
- Educates patients on fees associated with visits, obtains signatures and credit card information on electronic billing consent, when applicable.
- Accepts financial payment and balances all monies received in system.
- Scans and attaches outside medical documentation/ physician orders (requisition/referral) into electronic medical record (EMR).
- Validates patient health card and financial coverage information to determine eligibility and actions accordingly.
- Answers department requests by phone.
- Supports patients with navigating through Welcome Kiosks and addressing any data components resulting in an unsuccessful check-in.
- Assists patients with more complex registrations.
- Supports patient inquiries by phone after hours for same day/next day appointments.
- Completes pre-registration with patients over the phone to ensure their demographics are up to date and accurate prior to their visit to ensure smooth check-in upon arrival.
- Training and orientation of new staff.
- Other duties as assigned.
What must you have?
- Medical terminology certificate required or completion within 3 months of hire.
- Graduate of a Medical Office Administration Program or equivalent combination of post-secondary education and/or relevant experience, required.
- Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or, meets eligibility requirements and commits to obtaining the designation within 6 months of hire
- A minimum of one year registration experience in a clinical setting, within the last two years, required.
What else do you bring?
- Well-developed keyboarding/ computer skills with a minimum keyboarding speed of 40 wpm and experience using Hospital Admission Discharge Transfer (ADT) System(s) and Microsoft Excel, Word and Outlook.
- Excellent interpersonal, listening, and verbal and written communication skills in English, with an ability to deliver information and work effectively with patients, families and colleagues.
- Ability for self-direction and to work independently exercising sound judgment with minimal supervision.
- Effective time management and organizational skills with an ability to work well under pressure, prioritize and manage multiple demands in a fast-pace environment.
- Demonstrated strong decision-making, problem-solving and critical thinking skills.
- Demonstrated ability to take initiative and adjust to new or unexpected events.
- Demonstrated commitment to continuous learning and professional development.
- Maintains own competency.
- Seeks help and accepts guidance when a gap in competency is identified.
- Continually seeks ongoing education.
- Promotes and assists with activities for quality improvement.
- Proven attendance record.
- Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
- Ability to perform the essential duties of the job.
- Effectively uses empathy in interactions with others.
- Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
- Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.
- Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
Preferably, your profile also includes:
- Previous experience working within Patient Access Representative classification within the last two years.
- Ability to speak a second language.
*This position is represented by OPSEU.
*You may be required to work at any site of Mackenzie Health.
