Affiliated with the Sinai Health and the University of Toronto Department of Obstetrics and Gynecology, Mount Sinai Fertility (MSF) is one of the leading fertility and assisted reproductive technology treatment centres in Canada. MSF is focused on delivering the highest standards of care in a modern and technologically advanced environment and is active in producing clinical and lab related research to support continuous improvement in delivery of care. MSF operates out of a main downtown location in Toronto as well as through 3 satellite clinics in North York, Vaughan, and Mississauga. We are committed to helping our patients become pregnant and create families while maintaining their overall health and well-being.
Our physicians and staff consider patient care a team effort involving superior medical treatment and ground-breaking technology in an environment that emphasizes a compassionate, whole patient approach. Our devoted team of physicians is recognized nationally and internationally for their extensive clinical experience, outstanding academic credentials and research contributions, as well as for their success in treating the most challenging fertility cases.
MSF is looking for an Administrative and Office Supervisor to support our Mount Sinai Fertility department at our Mount Sinai Hospital Campus.
Reporting to the Managing Director, the Administrative and Office Supervisor at MSF is a key member of the team enabling efficient, patient focused service to our patients through the administrative and support teams at downtown and satellite locations. With the support of the leadership team, the Supervisor ensures the administrative needs of the clinic are met through proper organization, staffing, and training.
1. Responsible for direct supervision of the administrative and support services teams to ensure efficient, effective, patient-centred service to MSF patients at the downtown and satellite locations by:
Scheduling employees according to established policies, procedures, and rules as outlined in respective collective agreements
Managing and distributing work load as required in order to provide seamless uninterrupted service delivery
Encouraging and supporting a high level of performance from team members
Managing performance and providing appropriate and timely feedback
Facilitating a high level of internal and external customer service
Supporting administrative and support service employees by ensuring they have the resources and training need to perform their duties
Conducting regular team meetings; distributing agendas prior in a timely manner
Entering payroll and approving overtime within budget
Troubleshooting, as needed, to ensure ongoing smooth operational environment
Overseeing work of students/volunteers
2. Responsible for overseeing the billing function to ensure timely and efficient completion of all frontline billing and financial counselling services provided to patients by:
Guiding and training frontline staff and billing clerks to ensure they are well trained and aware of MSF billing policies and programs
Working with the Finance team to prepare billing reports, as needed
Working directly with patients, as needed, to clarify billing policies
Working with the Ministry of Health and Long Term Care to resolve rejected claims
Overseeing the Ontario Fertility program Funded IVF wait list
Identifying opportunities to improve the billing function and communication with patients regarding fees
3. Supports and leads quality, safety and service improvement initiatives within the areas of responsibility by:
Participating in area specific and clinic wide initiatives related to accreditation and quality improvement.
Participating in ‘SAFER’, Mount Sinai’s system for continuous quality improvement and incident management.
Receiving and managing feedback from patients and facilitating improvement based on feedback.
Ensuring patient areas are professional, clean, and appropriated supplied with material and supplies.
Implementing process improvement initiatives to improve work flow and delivery of service to patients.
Collecting information to support effective decision making.
Developing and implementing standard operating procedures.
Auditing work within the designated area to ensure clinic standards are met.
4. Ensures effective orientation, training and development of employees and addresses learning needs of the group in a proactive manner by:
Developing a standard comprehensive training program for all employees.
Supporting new and ongoing training for employees.
Providing customer service training for employees.
Developing training modules when implementing new initiatives.
Assessing the learning needs of employees and organizing learning events to ensure those needs are met.
5. Acts as the front line liaison with patients by:
Addressing patient concerns, questions, and feedback.
Initiates improvements based on patient feedback.
6. Works collaboratively with other departments to ensure alignment of goals, objectives and responsibilities in delivery of service.
7. Supports the leadership team in preparing, updating, and disseminating patient and staff materials.
8. Ensure employees adhere to Occupational Health and Safety Standards (OHS), the OHS Act, and are in compliance with all applicable standards and regulations including those for Sinai Health System
9. Performs other related duties as required including, but not limited to:
Participating as a member/leader of departmental and corporate committees and teams.
Leading projects and initiatives that support the overall growth and development of Mount Sinai Fertility.
Bachelor’s degree in in a relevant discipline (e.g. Health Administration) from a recognized educational institution
A minimum of four years in a supervisory role, preferably in a healthcare and unionized environment
Applicants with proven equivalent recent and related training and experience may be considered
Proven leadership and managerial skills; approachable and a good mentor
Demonstrated interest and motivation to work in the field of assisted human reproduction
Exceptional communication skills with proven customer service skills and training
Ability to create and deploy training programs
Quantitative and analytical skills
Knowledge of unionized environment preferred
Effective conflict resolution and problem solving skills
Effective time management and organization skills
Knowledge of billing systems, electronic medical records and OHIP, preferred
Demonstrated satisfactory work performance and attendance history
Applicants must submit a cover letter in order to be considered for this position.