The Patient Access Representative (Scheduling) is a key member of the Patient Access team at Mackenzie Health, directly contributing to the effective coordination of patient scheduling and registration functions. This role is responsible for accurately transcribing physician orders, scheduling and pre-registering patient appointments, verifying healthcare coverage, and delivering outstanding customer service via phone, email, and online platforms. The representative also plays a crucial role in supporting patient inquiries through our Patient Scheduling Call Centre, serving as the first point of contact to ensure timely, accurate, and compassionate service.
Upon successful completion of training and performance evaluation (typically within 6 months), the position offers flexibility with both in-office and remote work arrangements.
Contribute to safe, quality care by:
- Accurately deciphers and transcribes complex physician orders into electronic medical record (EMR).
- Faxes back requisitions and referrals to referring providers when additional information is required for processing, or to close the communication loop in the case of rejected referrals.
- Schedules physician orders across various departments and services into electronic medical record (EMR).
- Scans and attaches physician orders (requisition/referral) into electronic medical record (EMR).
- Interviews patients by phone to complete complex safety screening questionnaires relevant to their scheduled procedure or service; based on responses, make informed scheduling decisions to ensure safe and appropriate care.
- Enters pre-registration information into electronic medical record (EMR) upon appointment scheduling activity, including verifying patient insurance coverage and ensuring all demographic and billing information is complete and up-to-date.
- Serves as the first point of contact in the Patient Scheduling call centre, handling a high volume of calls, addressing patient inquiries, concerns, and appointment requests with professionalism and empathy.
- Provides high-quality customer service through multiple communication channels, including phone, email, and online portals.
- Coordinates with clinical and administrative teams to resolve scheduling conflicts, optimize appointment slots, support urgent appointment needs, and maintain continuity of care.
- Serves as an ambassador for MyChart sign-up and supports patients with MyChart functionality, facilitating self-scheduling workflows.
- Documents all interactions and transactions accurately in the electronic health record (EHR) and scheduling systems.
- Supports ongoing departmental goals for efficiency, service excellence, and patient satisfaction.
- Accurately advises patients of related appointment instructions/preparations and what to expect upon arrival at Mackenzie Health.
- Confirms, reschedules and cancels patient appointments.
- Uphold patient confidentiality in compliance with HIPAA and Mackenzie Health’s policies around privacy.
- 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 scheduling experience or a minimum of two years of registration experience in a clinical setting, required.
What else do you bring?
- Well-developed keyboarding/ computer skills with a minimum keyboarding speed of 40 wpm and experience using Hospital 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.
