ByWard Family Health (BWFHT), formerly University of Ottawa Health Services (UOHS), offers a comprehensive range of services to the University of Ottawa students, faculty, staff, and the general public. BWFHT operates busy clinics open to University of Ottawa students, faculty and staff, other patients registered to a BWFHT family physician as well as members of the general public. We are committed to delivering timely, quality and collaborative assessment, treatment and health promotion, in a supportive and caring environment that is open and transparent to social, ethnic, and income factors.
Under the administrative direction of the Manager, Medical Registration Services, the primary role of the Registration Services Team Lead is to ensure efficient and effective day to day operations of assigned BWFHT clinics.
Identify concerns, provide recommendations and address day to day issues in order to ensure excellent client services and monitor and reinforce proper practices;
Assist Registration team (receptionists and greeters) in addressing day-to-day patient inquiries and complaints regarding client services;
Supervise Reception and Greeter staff in designated location(s) including assisting in making determinations on resource planning and selection decisions, establishing performance expectations, and participating in performance evaluations;
Identify and implement, as directed by the Manager, the orientation and ongoing training required for the Reception and Greeter staff;
Promote and encourage above-average performance by clearly communicating expectations, monitoring day to day performance, and providing ongoing feedback, training and coaching to Medical Receptionists and Greeters, as required;
Remain current on all training plans, provide ongoing feedback and training evaluations;
Greet, screen and register patients, as per patient registration guidelines;
Answer multi-line telephone, screen, and provide information/assistance or route caller to appropriate personnel, take messages and deliver to the appropriate personnel;
Schedule, confirm, cancel, and reschedule medical appointments, for physicians, AHP’s, and/or administration requests;
Help create and update monthly working schedule for Receptionists and Greeters;
On call duty by rotation; make decisions as it relates to Registration staff coverage, during and after hours, and act in a timely manner within guidelines;
Establish and maintain confidential electronic medicals records; ensure accurate patient demographic information;
Any other related duties, as assigned by the Manager, Medical Registration Services.
EDUCATION / EXPERIENCE/SKILLS
Completion of a college program in science or health care related discipline or a combination of a medical office administration program with relevant experience;
Minimum 2 years of experience in a health-related environment in a supervisory role;
Excellent command of French and English;
Excellent time management – able to multi-task & prioritize appropriately;
Above average leadership, critical thinking and problem solving skills;
Self-directed, proactive, results oriented;
Very organized, precise and detail-oriented;
Excellent interpersonal and communications skills;
Dependable, reliable, with the ability to work under pressure and meet deadlines;
Tact and diplomacy when dealing with patients’ inquiries and complaints;
Sound knowledge of clinical processes, basic medical terminology, CHR (Input Health), scheduling staff, training (an asset);
Excellent knowledge of Windows based programs (Word, Excel, Outlook, PowerPoint).
The clinics are open between 8am-8pm Monday to Friday and from 10am-2pm on weekends. Must be available to work various shifts between those times.
$22.21 – $28.66
What we have to offer:
- A dynamic work environment for those who thrive in a fast-paced setting
- Excellent, benefit plan after a qualifying period
- Competitive wage based on level of experience
- Premium wage when working evenings and weekends
- Collaborative working environment
- Opportunity to learn and grow in your career
We are looking to fill this position ASAP.
Please apply online. We thank all applicants for applying; only those selected for an interview will be contacted.
BWFHT is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during the recruitment process, please contact us at 613-564-3950 and specify the nature of your accommodation request.