Patient Experience

MINIMUM EDUCATIONAL REQUIREMENTS:

• Certificate or diploma in medical office assistant or related discipline, medical terminology, health information, or equivalent experience in the field preferred.

SPECIAL TRAINING:

• Privacy training for health care settings provided
• Customer service and client de-escalation techniques an asset
• Basic cardio-pulmonary resuscitation (CPR) certification an asset

MINIMUM EXPERIENCE REQUIREMENTS:

• At least one (1) year of medical office experience, preferably in a high-volume setting
• Demonstrated experience effectively using telephone and e-communications systems as primary modes of communication
• Experience using electronic medical records, client management systems (CMS), and/or Alberta Netcare is an asset

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs):

• Knowledge of:

o Corporate purpose, mission, values, business definition, key objectives, current corporate goals, and programs and services

o Privacy legislation as it pertains to both health care and business operations, as well as internal knowledge of privacy policies, and procedures

o Occupational health and safety (OHS) and Infection Prevention and Control (IPAC) policies and procedures

• Communication and Interpersonal Skills

o Excellent verbal, auditory, and written communication skills, with demonstrated professionalism and etiquette using face-to-face and e-communications

o Excellent interpersonal skills with the ability to think on one’s feet and adapt

conversation style to various personality types

• Planning, Organizing, and Attention to Detail Skills

o Highly organized with an attention to detail as it pertains to both information processing and patient experience management including accurate keyboarding and data entry skills

o Adheres to assigned work schedules to complete daily tasks, and uses sound judgement to flex schedules as needed to meet corporate priorities

o Excellent record keeping and reporting of key performance indicators (KPIs)

• Technological Skills

o Effective use of health record management system(s) such as electronic medical records (EMR), client management systems (CMS), etc.

o Effective use and troubleshooting of office equipment such as faxes, label makers, printers, etc.

o Effective use of Microsoft SharePoint, Teams, Outlook, Word, and Excel and Microsoft operating systems

• Ability and desire to:

o Foster a positive work culture through consistently demonstrating the corporate purpose, mission, values, business definition, key objectives, and current corporate goals

o Support patients and the public with compassion and empathy to navigate the health care system effectively

o Work collaboratively to consider issues from many perspectives and resolves issues appropriately, engaging in crucial conversations as necessary

o Contribute to the success of the team by engaging in solutions-based thinking and discussions

o Interact with healthcare professionals, clinical and administrative staff, patients and the general public

o Maintain a high level of confidentiality

o Learn and apply new knowledge and software within the workplace

CERTIFICATES, LICENCES, REGISTRATIONS, EMPLOYMENT CHECKS:

• Police Information Check upon hire and as requested

RESPONSIBILITIES & ACCOUNTABILITIES:

I. MAIN FUNCTION(S):

By ensuring effective patient information management, the Medical Office Assistant (MOA) plays a key role in delivering on our business definition to offer timely assessment, diagnosis, treatment planning, and rehabilitation of sports injuries and bone and joint problems.

Embodying the virtues of Humble, Hungry, and Smart (HHS), the Medical Office Assistant (MOA) ensures a seamless patient journey through the health care system by ensuring the right health care providers have access to the right documents at the right time to deliver positive health care experiences. The Patient Experience Representative (PER) plays a key role in delivering Group23’s brand promise by providing an exceptional level of care and treating every client as a unique individual with specific goals and aspirations. Embodying the virtues of Humble, Hungry, and Smart (HHS), this role will create impactful patient experiences, turning patients and families into raving fans.

II. POSITION DUTIES AND RESPONSIBILITIES:

Note: This is a general description of duties and responsibilities and is not intended to be an exhaustive list of tasks associated with the role.

• Manage patient health information, including appropriate filing, retrieval, and sharing of such information with appropriate parties
• Monitoring and downloading incoming faxes and scans in the CHR regularly throughout day and linking all documents appropriately
• Create and foster an office environment where every interaction is an experience rather than a transaction
• Provide enthusiastic and welcoming greetings to each patient and guest
• Check in patients using appropriate software, take height and weight measurements, ensure patient forms are completed, and room patients for service providers
• Clean and prepare treatment tables and rooms, ensuring a pristine room every visit
• Responding to and completing all CHR messages received daily
• Answering and responding to incoming phone calls and emails
• Entering X-ray requisitions into Visage
• Contacting patients with appointment notices for diagnostic imaging and specialists
• Conducting outbound calling to book external and internal referrals received
• Rescheduling of patients based on changes in practitioner(s) availability
• Triaging external referrals
• Provide role-related administrative support to management, practitioners and other staff
• Facilitate continuity of care throughout the patient health journey by booking additional services and appointments within the clinic and facilitating referrals to external health care providers, ensuring that appropriate provider, date, time, and location are provided to patient
• Accept patient payments and encourage repeat business by booking patients for their next visit(s) and facilitating online booking set up for patients and families
• Expedite clinic flow by billing and accepting appropriate payments within the MOA workspace
• Maintain adequate supply of forms and supplies within the MOA workspace while maintaining clinic tidiness, appearance, and organization
• Maintain adequate supply of forms and supplies at the front reception area
• Contribute to corporate sustainability by documenting and updating role processes and guiding documents