Administrative Services Clerk

at  Trillium Health Partners

Job Description:
Position: Administrative Services Clerk
Department: Health Records

POSITION SUMMARY:

• Processing patient records for scanning
• Responsible for the effective and efficient support of all internal and external customers requesting service through the MyChart Support general inbox
• Managing large volumes of inbound emails in a timely manner
• Following support centre “scripts” when handling different questions related to MyChart
• Providing appropriate advice and direction to patients and hospital staff on MyChart
• Maintaining Log Sheet of calls, including call resolution
• Assist with end of shift report preparation
• Ability to work at multiple sites
• Other duties as assigned by management
• Responsible for promoting confidentiality & privacy awareness
• Exercises judgement and resolves issues
• Builds relationships with our internal and external customers
• Accountable for productivity and accuracy
• Has an understanding of and demonstrates the strategic priorities and core commitments

KEY QUALIFICATIONS:

• Post- Secondary School Graduate from approved Health Information Management, healthcare or IT preferred.
• Previous experience in a high-volume call centre environment is an assetAdvanced understanding of health records, registration policies, procedures and practices
• Previous experience in a hospital environment an asset
• Demonstrated effective customer service focus is required
• Must possess strong communication and interpersonal skills to respond to staffExperience in accessing clinical applications and demonstrated working knowledge Microsoft applications (Word, Excel and Outlook)
• Good interpersonal, decision making, organizational, problem solving and analytical skills
• Ability to work independently, under pressure, prioritize, concentrate for long periods of time
• Attention to detail and Ability to manage workload in a fast-paced multi-task environment
• A professional and friendly attitude that reflects a true customer service orientation, combined with a positive work performance and satisfactory attendance record
• Exceptional communication, teamwork and analytical skills
  Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.
  To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca
  Candidates are selected on the basis of their skill, ability, experience and qualifications.
  Where these factors are relatively equal seniority shall govern providing the successful applicant.

Reporting to the Manager, Health Records in the Clinical Systems and Informatics (CSI) team, the successful candidate is a highly motivated individual that will be responsible for processing patient records for scanning and providing support to patients to navigate their care including their access to the new patient portal, MyChart. The employee will utilize all available resources to provide excellent customer service and collaborate with members of the Health Records and CSI teams to create any new materials to improve the customer experience.
THP successfully implemented Epic as the THP’s integrated Hospital Information System (HIS) in October 2020, since then, a patient portal (MyChart) has been launched that gives patients access to their health information. The CSI team is within the Quality, Risk, and Practice Division and aims to improve the experience for both the patient and the healthcare team.