POSITION SUMMARY: Positively contributes to Clinic performance by offering excellent patient service and consistent support to the clinical team. Maintains accurate patient information, patient accounts and communicates patient needs to the rest of the clinic to ensure maximum patient satisfaction.

KEY CONTRIBUTIONS:

Patient Satisfaction:

• Is skilled and comfortable with advanced patient service activities and consistently surpasses patient expectations at every interaction.
• Maintains patient relations through ongoing dialogue with patients before, during and after treatment. Identifies and responds to unsatisfied patients with the appropriate recovery action.
• Maintains effective patient flow through constant communication with the clinical team, the patient, and the front desk team.
• Efficiently oversees the Patient Check-in/registration and check-out process.
• Ensures all patients leave satisfied; with expectations met and with a next appointment.

Team Member Satisfaction:

• Shares needed information with others in a timely and efficient manner; relays important information between healthcare practitioners and the front desk consistently.
• Uses appropriate problem-solving skills in response to issues resolution, conflict and/or expressions of dissatisfaction.
• Familiarizes self with physician preferences and particulars and positively interacts with all team members to promote quality and consistent patient care.

Quality Assurance:

• Understands and consistently applies all internal quality standards relating to PCC Operating Systems, particularly the Patient Handbook (Standard Operating Procedures).
• Responsible for self-development and continuing education; recognizes the importance of continuous learning.
• Maintains accurate accounting, patient records, and prepares/submits timely reports related to the Clinic operations.
• Complies with PCC’s Operating policies and procedures.

General:

• Process general administrative duties including answering phones, scanning, and faxing.
• Ensures medical billing information is placed in patient folder.
• Provide timely and accurate documentation of all third-party requests (lawyer requests, invoices, etc.)
• Assist Physician in ensuring all aspects of charting are up to date and completed.

REQUIRED QUALIFICATIONS:

• Completion of post-secondary education in related field or years of equivalent experience.
• A minimum of one - two years' healthcare experience
• Proficiency with medical software preferred. Knowledge of Oscar is considered an asset.
• Proficient in Microsoft Office applications.

BEHAVIOURAL COMPETENCIES:

• Excellent interpersonal and communication skills; written and verbal, an ability to influence and motivate others.
• Superior organizational ability. Ability to effectively manage multiple tasks and meet deadlines consistently.
• Proven consistent high levels of patient service performance, with an ability to build strong relationships and expand the patient base.
• Disciplined in timely reporting and follow up with patients, insurers.
• Proactive and able to solve problems effectively and rapidly using excellent analytical skills.
• Flexible and adaptable to changing business needs, with an ability to support other departments as needed.