Patient Service Representative (12-month contract)

CCHS Facility: Cleveland Clinic Canada

Department: Patient Experience

Job Title: Patient Services Representative (12-month contract)

Report to: Sr. Manager, Patient Experience

ABOUT CLEVELAND CLINIC

As a global, academic medical centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921.

Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provides a variety to help our patients’ age well and move better.

To learn more visit .

GENERAL SUMMARY

The Patient Services Representative (“PSR”) is responsible for the first impression when patients enter the clinic (onsite or virtually) and physician/provider support. The PSR may also provide coverage from time to time for other administrative roles throughout the clinic.

Superior customer service and hospitality skills and a positive friendly attitude are required. The PSR will support the organization’s mission, vision, core values and customer service philosophy.

MINIMUM QUALIFICATIONS

Education, Knowledge, Skills and Abilities
Excellent oral and written communication, including presentation skills
Bilingual language skills are a definite plus
PC literate, including Microsoft Office products
Ability to work in a team environment
Strong organizational skills
Excellent interpersonal skills
Must be detail oriented
Ability to meet or exceed Performance Competencies
Ability to work under pressure and be adaptable to changing procedures and priorities while remaining flexible and responsive to requests
Must have a proven work record of dependability
Candidate must have the ability to handle multiple tasks in a fast paced medical organization.

Required Length and Type of Experience

Minimum of one year related experience.

Required Licensure, Certification or Registry

Completion of Medical Office Administration certificate is an asset.

Completion of Hospitality Management degree is an asset.

PRINCIPLE DUTIES AND RESPONSIBILITIES:
Acts in a coverage capacity for the following departments throughout the clinic: Front Desk, Physician support, Referrals, Sports Health, Operations
Greets patients upon arrival and checks them in for appointment, including any paperwork or OHIP card that is required for appointment.
Schedules new and returning patients for appointments.
Prepares billings sheets, charts etc for physicians.
Posts appointment charges and processes payment when required
Answers incoming patient calls and connects to the respective patient information and/or extension.

Handles telephone information requests with courtesy, accuracy, promptness and respect for confidentiality.
Provide general administrative and clerical support, including but not limited to drafting letters and documents, creating reports, copying, filing, faxing, scheduling appointments and mailings.
Makes recommendations for improving processes and systems.
Attends all staff meetings and other departmental meetings (as necessary)
Other duties as assigned.

CCHS ORGANIZATION-WIDE COMPETENCY ASSESSMENT REQUIREMENTS:

All employees are expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position.

Customer Service Orientation includes attitude, behavior, interpersonal skill, and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner.

Adaptability includes teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback.

Efficiency and Effectiveness includes quantity and quality of desired work, as well as organization skills necessary to perform successfully.

Essential Job Requirements includes adherence to all relevant policies, procedures, and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills.

Managerial Responsibilities includes overall accountability for assigned work group relative to operational goals, personnel requirements, and budgetary constraints.

Job Types: Full-time, Fixed term contract

Benefits:
Company events
Dental care
Extended health care
Wellness program
Schedule:
8 hour shift

Work Location: In person