Intake and Workflow Agent

Medicentres Canada Inc.•Edmonton, AB

9d•Onsite

About The Position

Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario. Regardless of your role, you will be an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. Medicentres is seeking to change the way healthcare is delivered in Canada by using technology to improve the patient experience. By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters. The Intake & Workflow Coordinator serves as the central coordination point for the medical review referral process. This role is responsible for receiving, validating, tracking, and routing referral files to ensure they are complete, accurately assigned, and advanced efficiently through each stage of review, from initial receipt through to physician decision and final disposition. This position maintains workflow integrity, supports service level expectations, and acts as a central coordination point between administrative, clinical, and physician review functions.

Requirements

Experience managing a high volume of referral files across multiple workflow stages, requiring continuous monitoring, coordination, and prioritization to maintain service levels.
Strong organizational and prioritization skills
Attention to detail
Ability to manage high-volume workloads
Process-oriented mindset
Effective written and verbal communication skills
Ability to maintain confidentiality
Proficiency with databases, document management systems, and file tracking tools
Ability to identify workflow bottlenecks and escalate issues appropriately

Responsibilities

Receive, review, and process incoming referral files and supporting documentation.
Identify missing, duplicate, incomplete, or misdirected submissions and initiate appropriate follow-up.
Categorize and prioritize files in accordance with established procedures, service standards, and operational priorities.
Assign files to the appropriate reviewer based on workflow requirements and workload distribution.
Ensure all incoming files meet defined intake and submission requirements prior to entry into the workflow.
Coordinate the movement of files through each stage of the review process from intake to Q&A to final disposition.
Route files between designated team members (clinic aids, physicians or nurse practitioners) as required.
Monitor file progression and ensure timely advancement through all stages of review.
Maintain awareness of file status and proactively address delays, bottlenecks, or workflow concerns.
Escalate urgent, complex, or overdue files to the Program Supervisor as appropriate.
Support adherence to defined turnaround times and service level expectations by actively monitoring workflow queues.
Identify and escalate risks to service delivery, including volume surges, backlog growth, or resourcing constraints.
Maintain accurate file tracking and status records.
Perform administrative quality checks to ensure files are complete, properly routed, and ready before files advance to the next stage.
Verify that required documentation and decisions have been completed and received.
Ensure consistency in file handling, tracking, and status updates across all stages of the workflow.
Serve as a central point of contact regarding file status and workflow progression.
Liaise with team members to obtain information, clarification, or required documentation.
Support efficient coordination between administrative, clinical, and physician review functions.
Provide non-clinical coordination support to Clinical Aides/LPNs and physicians or nurse practitioners to ensure efficient file progression.
Perform all intake, routing, and coordination activities using established processes and systems, without reliance on artificial intelligence (AI) for clinical interpretation or decision-making.
Handle sensitive personal and medical information in accordance with privacy and security requirements.
Adhere to established policies, procedures, and program standards.