Reporting to the Manager, Central Access, this position is responsible for providing centralized administrative, public facing client services on behalf of AHS departments and external agencies, including, Public Health, Child and Youth Health. The services provided by Central Access includes centralized intake into specialty referral programs and booking for child health and adult routine immunization appointments for 20 Public Health Centres. Schedules appointments and classes with clients/families using Meditech. Completes intake interviews with callers to collect required information and to determine program suitability or eligibility. Assesses need for and accesses a Contracted Translation Service for live 1:1 translation. Provides general information to the public about routine immunizations and/or services the client is attending. This includes 20 Public Health Clinic locations. Selects and electronically generates letter to patients/families that confirms class location, date, duration, time. Searches Netcare and Meditech EMR to verify demographic information ULI/PHC numbers using Netcare, and Meditech EMR. Notifies Meditech when data is incorrect, missing or duplicated on public records. Builds and maintains class schedules for each site and provider from information provided by program staff. Confirms with providers when schedule changes are requested. Prepares weekly financial summary according to Finance standards. Determines client ability to pay and waives fees if appropriate. Maintains an effective workflow throughout the Team and across multiple staff members (i.e. Receipt of referrals, data entry, creation of scheduled call-backs and booking or registration of clients), in accordance with Central Access standards. Maintains HL Call Centre Standards and accuracy of work through partnership with Manager.
As an Administrative Support IV, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.
Some post-secondary education.
Additional Required Qualifications:Medical terminology course required. Office Administration certificate MOA or other post-secondary education. Intermediate knowledge of Microsoft Office is required; with certification being an asset. The successful candidate must have a minimum typing speed 40 WPM. Experience equivalents will be considered. Data entry skills. All candidates undergo standardized testing to determine suitability. Ability to recognize potential errors and provide solutions; troubleshooting skills required.
Preferred Qualifications:Possess strong interpersonal, decision-making, and communication skills. Contact centre experience is an asset. Customer service, particularly telephone-based experience. Dedicated to quality improvement. Demonstrated ability to work in a team setting.
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