Patient Access Representative - CVH Patient Scheduling (MRI/CT)

Mackenzie Health

About The Position

The Patient Access Representative (Patient Scheduling MRI/CT) is a member of Mackenzie Health’s Patient Access team. The role coordinates patient scheduling and registration by transcribing physician orders, scheduling and pre-registering appointments, verifying healthcare coverage, and providing customer service by phone, email, and online platforms. The representative is a first point of contact for the Patient Scheduling Call Centre and helps ensure timely, accurate, and compassionate service. After successful completion of training and performance evaluation, typically within six months, the position offers flexibility to work both in-office and remotely. The representative may be required to work at any Mackenzie Health site. The position is represented by OPSEU.

Requirements

Medical terminology certificate, or completion within three months of hire.
Graduate of a Medical Office Administration Program, or equivalent post-secondary education and/or relevant experience.
Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or eligibility for the designation and commitment to obtain it within six months of hire.
At least one year of scheduling experience or at least two years of registration experience in a clinical setting.
Minimum keyboarding speed of 40 words per minute.
Experience using hospital ADT systems and Microsoft Excel, Word, and Outlook.
Excellent interpersonal, listening, verbal, and written English communication skills, including the ability to work effectively with patients, families, and colleagues.
Ability to work independently with self-direction and sound judgment under minimal supervision.
Effective time-management and organizational skills, including the ability to prioritize and manage competing demands in a fast-paced environment.
Strong decision-making, problem-solving, and critical-thinking skills.
Ability to take initiative and adapt to new or unexpected events.
Demonstrated commitment to continuous learning, professional development, and maintaining competency.
Proven attendance record.
Ability to perform the essential duties of the job.
Ability to use empathy effectively in interactions with others.
Behaviours consistent with Mackenzie Health’s Commitment to Caring and values of Excellence, Leadership, and Empathy.
Commitment to providing an exceptional experience for staff and clients in a challenging and exciting healthcare environment.

Nice To Haves

Previous experience in a Patient Access Representative classification within the last two years.
Ability to speak a second language.

Responsibilities

Accurately interpret and transcribe complex physician orders into the electronic medical record (EMR).
Return requisitions and referrals by fax to referring providers when additional information is needed or to close the communication loop for rejected referrals.
Schedule physician orders across departments and services in the EMR.
Scan and attach physician orders, including requisitions and referrals, to the EMR.
Interview patients by phone using safety-screening questionnaires relevant to their procedure or service, and make informed scheduling decisions based on responses.
Enter pre-registration information when scheduling appointments, verifying insurance coverage and ensuring demographic and billing information is complete and up to date.
Handle a high volume of calls as a first point of contact for the Patient Scheduling Call Centre, addressing inquiries, concerns, and appointment requests professionally and empathetically.
Provide customer service by phone, email, and online portals.
Coordinate with clinical and administrative teams to resolve scheduling conflicts, optimize appointment slots, support urgent appointments, and maintain continuity of care.
Promote MyChart sign-up and support patients with MyChart functionality and self-scheduling workflows.
Accurately document interactions and transactions in the electronic health record and scheduling systems.
Support departmental goals for efficiency, service excellence, and patient satisfaction.
Advise patients about appointment instructions, preparations, and what to expect upon arrival at Mackenzie Health.
Confirm, reschedule, and cancel patient appointments.
Protect patient confidentiality in accordance with HIPAA and Mackenzie Health privacy policies.
Train and orient new staff.
Perform other duties as assigned.
Promote and assist with quality-improvement activities.
Maintain professional competency, pursue ongoing education, and seek guidance when competency gaps are identified.
Comply with patient and staff safety policies and procedures.