Administrative Support 10 - Intake Assistant

St. Joseph's Healthcare Hamilton•West 5th Campus (Hamilton Mountain), ON

1d•Onsite

About The Position

Connect MHAP is a centralized intake service at St. Joseph's in the Mental Health and Addiction Program, responsible for all intake functions for the majority of outpatient referrals. The primary responsibility of the intake assistant will be to contribute to the achievement of mandated core program functions: intake and screening, dispositioning, care planning, education, and system navigation. The intake assistant will provide administrative support to the program and all intake functions. The position also supports several office functions within the program, when required. The incumbent handles all related duties and responsibilities in accordance with the Mental Health Act and the policies and procedures of the hospital.

Requirements

2-year post-secondary diploma in medical office administration at an accredited institution
Medical terminology certificate required
Advanced skill level in MS Word and MS Excel.
Accurate keyboarding skills with a minimum typing speed of 55 wpm.
Minimum 2 years’ experience working in a mental health and addictions program interacting with patients and families
Minimum 2 years' experience providing administrative support to staff in a busy healthcare setting
Intake experience in mental health and addictions required
Demonstrated commitment to the values of Service, Responsible Stewardship, Community Responsiveness and Respect.
Demonstrated ability to communicate in a sensitive and non-judgmental manner with psychiatric patients/clients, including youth and their families.
Demonstrated knowledge of existing mental health resources, programs and crisis services, both internal and external to SJHH, coupled with the ability to help clients and families in accessing appropriate clinical supports.
Proficiency in data entry and the use of specialized computer applications: RedCap, EPIC and Internet searches.
Superior oral and written communication skills with demonstrated grammatical aptitude, good spelling and punctuation.
Ability to communicate with staff, physicians, learners, and other hospital departments in a professional and diplomatic manner.
Ability to maintain composure while handling multiple tasks, frequent interruptions and stressful situations.
Ability to problem solve independently. Effective conflict resolution skills, including the ability to diplomatically respond to all inquiries
Professional, with good organizational skills with ability to set own priorities and work with minimal supervision.
Good work performance and attendance record is essential

Responsibilities

Maintains confidentiality and release of information in accordance with hospital policy at all times.
Obligation to review and commit to applicable departmental and hospital policies and procedures at all times.
Answer calls from a live answer line and respond appropriately to intake calls from patients, families and service providers to ensure caller obtains information they require.
Answers all self-referral calls and collects all the relevant administrative and clinical information required.
Transcribes all referrals in the electronic medical record. Collects missing information from referral source.
Reviews all internal referrals to ensure referral is complete and missing information is collected.
Supports clinician staff on the team with administrative duties related to triaging referrals.
Schedules all clients for their appointment with the service. Provides information about the appointment and service. Clients are transferred to live line for scheduling from clinicians and/or included on a work queue list for the intake admin to maintain.
Duties are shared across a team with task assignments varying by day and priority.
Collaborates with other MHAP and community partners regarding program referrals (e.g., other MHAP departments).
Maintains resource database of community services by ensuring information is accurate and up to date and presented in a user-friendly way as resources will be shared with patients, families, and referral sources.
Obtains charts from Health Records and/or Provider Portal
Enters and books all clinical appointments and maintains group attendance records in appropriate databases/systems
Maintains team calendar, individual schedules and general e-mail account.
Takes minutes, organizes meetings, sends out agenda and sets up equipment for team meetings.
Responds to Unannounced Arrivals at the West 5th Campus with a clinician. Identifies what the individual is looking for support with and provides information/support as required.