[Hiring] Patient Service Clerk @CHEO

Role Description

The Patient Service Clerk schedules patient appointments and registers patients; prepares patient charts; maintains patient lists; verifies billing slips; maintains inventory and performs other clerical tasks.

Main Responsibilities

• Patient Registration:
  • Create new patient profiles in EPIC.
  • Patient registration in Cadence (Epic Hyperspace) in accordance to registration standards.
• Referral Management:
  • Input electronic referrals in Epic Referral Management and update referrals according to triage.
  • Scan referrals into Epic with appropriate naming convention.
• Patient Scheduling:
  • Schedule new patients from workqueues according to priority and wait times.
  • Schedule return patients from recall list and follow-up workqueues according to required follow-up date.
  • Schedule interpreters for families as required.
  • Schedule clinic orders and manage order workqueues.
• Clinic Check-ins:
  • Greet patient and parent(s). Verify demographic information in accordance to registration procedures.
  • Interpret MOH Eligibility and make updates in patient record accordingly.
  • Collect self-pay payment and complete Fee For Service form.
  • Collect fees as required.
• Clinic Check-outs:
  • Complete check-outs and schedule follow up appointments or put patients on recall lists/workqueues.
• Monitoring Patient Lists and Workqueues:
  • Monitor all workqueues and recall lists associated within primary area of work to ensure quality and advise supervisor of outliers and changes to the waitlist.
  • In consultation with clinical staff, implement visit cancellation and rebooking.
• Patient and Family Centered Care:
  • Receive incoming telephone calls and respond to patient inquiries. Contact clinic physicians, nurses and allied health team members as appropriate to manage inquiries.
  • Communication with clinical team through Inbasket.
  • Telephone communication and telephone messaging within CHEO established policies/procedures.
  • Telephone pre-visit screening for infection control.
  • Utilize Epic to notify clinicians of patient arrival.
  • Appointment confirmation and follow-up from automated system.
• Patient/Family Direction and Public Relation:
  • Direct patients/families to a designated location within the hospital.
• Supporting Clinic Operations:
  • Request patient files from medical records, as appropriate.
  • Ensure that progress notes and sheets are available and stamped with the right date, where required.
  • Pick up patient charts in medical records on a daily basis, where required. Ensure that all charts are available and request missing ones.
  • Maintain an inventory of stock.
  • Maintain filing. Ensure orders with notes are filed. Locate old charts as appropriate.
  • Maintenance and ordering of clinic supplies.
  • Facilitation of clerical duties related to equipment repairs including filling of special form and taking the equipment to the appropriate location.
  • Retrieve labels for specimens.
• Training and Orientation:
  • Orientation of volunteers.
  • Orientation of clerical staff to clinics and on Epic.
• Adherence to Policies, Procedures and Standards:
  • Perform work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all CHEO corporate/departmental policies and procedures related to Occupational Health and Safety.
  • Perform work in accordance to CHEO privacy and confidentiality policies.
  • Perform work in accordance to Epic training and documented standards.
  • Attend staff meetings when scheduling allows and review circulated minutes.
  • Perform other related duties as assigned by supervisor.

Qualifications

• Secondary School Graduation Diploma (Essential)
• Approximately 6 months of related experience (Essential)
• Knowledge of computer software (Epic, Sunrise, Outlook) (Essential)
• Experience working in a clinical environment live on Epic Ambulatory (Preferred)
• Experience in patient registration using Cadence (Epic) (Preferred)
• Experience in creating, editing, scanning and scheduling referrals (Preferred)
• Experience in managing order workqueues (Preferred)
• Experience in patient check outs including follow ups and recall management (Preferred)
• Experience using inbasket communication in Epic (Preferred)
• Ability to ensure timely completion of tasks by adjusting priorities as required (Essential)
• Ability to adapt to changes to meet organizational requirements (Essential)
• Communicate effectively and concisely, both orally and in writing (Essential)
• Deal effectively with internal and external customers (Essential)
• Criminal Record Check (Essential)
• Bilingualism (English/French) (Essential)

Requirements

• You will be represented by the Ontario Federation Healthcare Workers – Laborers International Union of North America, (OFHCW-LiUNA).
• Effective March 29, 2021, CHEO will conduct a more comprehensive pre-screening and evaluation process. This process may include more varied and multidimensional testing such as a written test, practical exam, or other assessment. All candidates who meet the essential and preferred qualifications may be tested.
• Bilingualism (French/English) will be validated by a language proficiency assessment conducted by a third party provider. Candidates will be required to meet the minimum linguistic profile prior to the date of hire.

Benefits

• CHEO values diversity and is an equal opportunity employer.
• We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process and welcome interest from all qualified applicants.