Job Description

Position Title: Centralized Programs Agent

Job Location: Clinic Support Office (Not Located in Clinics) - Edmonton, Alberta

Job Type: Full-Time (Entry Level)

Reports to: Centralized Programs Manager

Last Updated: November 2023

JOB PURPOSE:

Reporting to the Centralized Programs Manager; the Centralized Programs Team (CPT) is responsible for providing exceptional customer service to patients, staff, and physicians through the operation of centralized programs. The CPT is in place to manage all aspects of patient referrals, third party requests and physician panel management while adhering to guidelines and governing laws provided by the Freedom of Information and Protection of Privacy Act, the Health Information Act and the Colleges of Physicians and Surgeons of Alberta, Manitoba and Ontario. In addition, the CPT is expected to assist with the execution of the organizations strategic objectives as it relates to Centralized Programs.

PRINCIPAL RESPONSIBILITIES:

PRIMARY:

• Answering calls for Occupational Injury Services and Immigration phone queues.
• Collection of pertinent information via phone.
• Searching of database for account numbers required for billing.
• Accurate data entry of information onto form(s) within the system.
• Schedule appointments at various Medicentres locations throughout Alberta.
• Handling questions/concerns in a friendly and effective manner in accordance with our customer service standards.
• Notifying callers of their appointments and any special instructions via telephone.
• Friendly, clear and effective communication with all clinic staff, physicians, patients, and employers.
• Record and document management.
• Meet daily targets provided by the Centralized Programs Manager.
• Awareness of the organizations Core Purpose and Core Values and performing to these Core Values daily.

SECONDARY:

• Processing and sending referrals to internal and external specialists, diagnostic testing sites, and Hospitals.
• Attaching appropriate clinical information to referrals prior to sending.
• Notifying patients of their specialist appointments and any special instructions via telephone, mail, or email.
• Tracking of outstanding referrals and follow-up on pending referrals within recommended timeframes.
• Third party requests for patients and physicians.
• Processing panel management requests and notifying patients of their appointments.
• Inbound and outbound call monitoring and response.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND EXPERIENCE:

• 1-2 years in a Medical Office Assistant position.
• Experience with EMR software is preferred.
• Exceptional customer service skills.
• Proven ability to handle confidential information in compliance with regulated guidelines.
• Excellent communication skills in English; other languages are an asset.
• Experience with Microsoft Office Suite.

CONTEXT AND ENVIRONMENT:

• Ability to work in a fast-paced environment.
• Ability to work flexible shifts including evenings and weekends.
• Ability to sit for prolonged periods of time.

INTERNAL COMMUNICATIONS:

• Clinic Staff and Management
• Operations Team
• Physicians
• IT Technicians

EXTERNAL COMMUNICATIONS:

• Specialist Offices
• Diagnostic Imaging Sites
• Hospitals
• Patients
• Employers

POSITION LENGTH:

• This position is a full-time permanent placement.

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Final candidates for this position may be required to undergo a security screening, including a criminal records check. To learn more about us, visit www.medicentres.com.

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