Receptionist, Gateway Team-Based Care Teaching Clinic (GTBCTC)

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

• Warmly greeting patients and assisting patients with booking appointments using the electronic health record, patient portal, and online registration systems.

• Supporting the patient experience by obtaining and accurately entering pertinent patient data into the electronic health record and verifying patient registration and health insurance status.

• Maintaining strict confidentiality of patient information and medical records.

• Providing timely service with minimal supervision and working effectively during high-volume periods.

• Responding accurately, respectfully, and with humility to inquiries from diverse populations in a timely manner, through in-person and virtual written and verbal communication.

• Directing patients to appropriate team members as guided by clinic protocols or in consultation with the patient’s care team member(s).

• Managing incoming and outgoing clinic correspondence via phone, electronic fax, and mail.

• Updating and maintaining documentation for clinic processes and procedures.

• Utilizing conflict resolution and de-escalation strategies to defuse conflicts, as needed.

• Escalating urgent requests for services according to protocols and directing customer service complaints efficiently to the GTBCTC leadership team as appropriate.

• Maintaining interprofessional team and individual provider schedules by booking appointments and processing referrals as required.

• Supporting interprofessional team functioning by managing diagnostic reports from external laboratories or imaging centres within the electronic health record.

• Communicating with other clinical offices, departments, and units to coordinate client appointments and testing.

• Responding to requests for records and releasing information to authorized personnel in accordance with established standards, guidelines, and procedures.

• Working collaboratively within a service team context to ensure high standards of service provision in accordance with GTBCTC policies.

• Responding to oral and written patient billing inquiries.

• Preparing and processing receipts for incoming payments by electronic transactions.

• Following up and supporting cost recovery of outstanding accounts.

• Preparing, maintaining, and filing financial documents such as electronic invoices, reimbursement claims, and supporting documentation.

• Assisting the Clinic Manager with maintaining, reconciling, and reporting financial records.

• Photocopying, filing, and word-processing support for a variety of documents.

• Ensuring that reception, offices, and waiting room spaces are well maintained and well stocked.

• Maintain photocopiers, printers, and video equipment.

• Perform additional duties as required.

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  High school graduation, plus two to three (2-3) years of recent, related medical office support experience, or an equivalent combination of education, training and experience preferred. Completion of Medical or Dental Office Assistant certification an asset.

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  Understands and has experience with key program concepts such as team-based care, relationship-centred care, interprofessional education and continuous quality improvement or approaches for integrating knowledge into practice preferred.

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  Demonstrate a commitment to cultural humility and lifelong learning by continuing to develop the technical, relational, and professional skills needed now and in the future to support a diverse range of clinical students and patients.

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  Demonstrated ability to work independently and in a team environment, collaborating effectively, both in-person and virtually, with a diverse team of students, patients, caregivers, faculty, staff, community partners, external organizations, etc. in a complex environment

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  Strong, open communication with proven ability to communicate effectively, problem solve and resolve conflicts and in a professional manner, both verbally and in writing.

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  Compose correspondence, reports, presentations, and other written materials using clear concise business English.

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  Effectively and efficiently coordinate tasks.

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  Providing quality service to customers is a courteous, patient manner.

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  Knowledge of medical terminology and procedures

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  Ability to learn, adapt and utilize health and learning technologies (e.g. electronic health record) effectively in a rapidly changing health system and health professions education program.

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  Ability to exercise diplomacy and sound judgment when interpreting information and making decisions or recommendations.

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  Works independently under minimal supervision.

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  Ability to prioritize and work effectively under pressure to meet deadlines.

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  Work is performed in accordance with broadly established procedures and practices requiring initiative to plan and complete recurring assignments independently, and judgment to determine which of many methods are applicable in any given situation.

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  Experience using Microsoft Office including Outlook, Word, Excel, PowerPoint at an intermediate level.

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  Experience with the following are assets – Electronic Health Records, virtual care platforms, Qualtrics or other survey platform

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  Ability to use video and web conferencing technologies, e.g. Zoom, Microsoft Teams, etc. for meetings.

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  Prepare and complete job-related documents using relevant content and appropriate formats (e.g., forms, letters).

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  Ability to work in an environment where responsibilities and work situations are broader in scope, with limited opportunity for standardized solutions.
   Job duties cover work of a minor interpretive and/or technical and/or analytical nature.

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  Compiles, manipulates, and performs calculations on data.

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  Compiles, interprets, and evaluates information to occasionally resolve moderately complex problems.

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   Ideas developed result in minor changes to existing procedures, practices, standards, specifications, services, or projects.

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  Strong interpersonal skills.

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  Builds rapport and defuses tense situations with people who may be difficult or challenging.

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  Actively listens, and probes for information to clarify requests.

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  Use tact and discretion when discussing problems and eliciting sensitive or confidential information.

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  Provides interpretation of a routine to moderately complex nature.

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  Strong attention to detail.

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  Previous experience working in an environment supporting and mentoring new team members and clinical learners an asset.

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.