CCHS Facility: Cleveland Clinic Canada, Downtown
Job Title: Patient Service Navigator
Reports to: Sr. Manager of Patient Experience

GENERAL SUMMARY:

Under the general direction of the Sr. Manager of Patient Experience performs the following functions:

• Responds to all patient inquiries via the downtown clinic phone line , in person and through the Patient Experience email inbox to provide information pertaining to CCC services, follow up processes, etc.
• Works closely with Operational and Program Managers to obtain thorough understanding of all Cleveland Clinic Canada service lines.
• Provides effective service navigation and connects patients to appropriate staff member or team upon learning of patients’ needs.
• Guides patients in the implementation of virtual services such as Express Care Online and MyChart along with providing minor technical support.
• Provides top patient experience in accordance with CCC standards and offers proactive individualized customer service for all patients.
• Collaborates with and supports multiple CCC service lines through data collection, patient relations, and process improvement initiatives.
• Collaborates with the Sr. Manager of Patient Experience to identify opportunities for patient experience and operational improvement.
• Other duties and projects as required.

KEY QUALIFICATIONS:

Education, Knowledge, Skills and Abilities

• Strong interpersonal, verbal and written communication skills are needed as the role requires frequent communication to patients, as well as internal staff at all levels of the organization.
• Strong customer service skills and a passion for helping others within a healthcare platform is required.
• Significant attention to detail and organizational skills are required.
• Experience working with EPIC or other electronic medical record system is an asset.
• Strong problem-solving skills required to coordinate multiple resources and requests in a short time frame.
• Expert knowledge of medical terminology attained through experience or formal coursework is an asset.
• Ability to multi-task in a fast-paced environment is critical to success.

REQUIRED EXPERIENCE

• Minimum of two years relevant experience.
• Healthcare experience is an asset.

REQUIRED EDUCATION

Medical Secretary Certificate or Certificate of Medical Office Administration.

CLEVELAND CLINIC CANADA IS PROUD TO BE IN COMPLIANCE WITH THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (AODA), 2005 AND THE INTEGRATED ACCESSIBILITY STANDARDS REGULATION. ACCOMMODATIONS ARE AVAILABLE UPON REQUEST FOR ALL ASPECTS OF THE RECRUITMENT PROCESS, INCLUDING THE REVIEW OF JOB POSTINGS. IF YOU REQUIRE ANY ACCOMMODATIONS, PLEASE LET US KNOW.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• Paid time off

Work Location: Hybrid remote in Toronto, ON M5J 2T

Please refer the Job description for details