Referral Specialist (Auto IE)

Company Description

Altum Health is a department within the University Health Network with over 300 employees across several sites (Toronto, Cambridge, Barrie, Hamilton, Oakville, Ajax, Mississauga, Vaughan, Brampton, Oshawa, and Scarborough). We offer a full continuum of prevention, rehabilitation, and health care services to third party payors and individuals, including the Workplace Safety and Insurance Board (WSIB), employers, and insurers.

At Altum Health, we believe in providing “The Right Care. Always.” by offering client-centered services that address the physical, psychosocial, and behavioral issues related to injury or illness. We actively participate in outcomes data collection, analysis and reporting, continuous quality improvement and the education and training of the next generation of health and service professionals. Altum Health services prevent and manage acute and chronic injury as well as co-morbid conditions and integrate clients back into the workplace and home life. Our services result in positive outcomes and value to our clients and customers.

Job Description

Union: Non-Union
Department: Altum Health
Site: UHN West Park Assessment Centre – Altum Health
Reports to: Manager, Assessment Services
Hours: hours per week
Status: Temporary Full-Time (8-month contract with a possibility of extension)
Salary $ - $ per hour (To commensurate with experience and consistent with UHN compensation policy)

We are currently looking for an experienced Referral Specialist (Auto IE) to join and support the UHN West Park Assessment Centre – Altum Health. The Referral Specialist will be responsible for managing the intake process, including scheduling, confirmation, and coordination of referrals. They ensure a smooth workflow by arranging specific needs and accommodations for a range of customers, including Assessors, Insurers, and Assessment Centre Staff. This role is essential for facilitating seamless operations and effective communication among all involved parties. The Referral Specialist must be adept at managing multiple tasks and priorities in a fast-paced environment, ensuring efficient processing and coordination to meet the demands of all stakeholders. Excellent skills in Quality Assurance and accurate referral processing are required.

The principal responsibilities include:

• Facilitate incoming referrals, documentation, reschedule requests, via telephone; courier; Smart Simple; IME Workflow; fax and/or e-mail from insurance companies within legislated timeframes and as required by Vendors with specified timeframes outlined in Service Level Agreements.
• Reviewing the referral file documentation to ensure appropriate assessors are assigned as per benefits being addressed. Cross-referencing the Notice To Assessor / Directions to Assessor to ensure they align with what is in dispute.
• Coordinate all components of appointment scheduling; inclusive of assessors, examination rooms, satellite and off-site locations within legislated timeframes. Ensure interpreters, transportation and hotel accommodations are arranged and confirmed where applicable.
• Ensure assessment plans and confirmation letters (when indicated) are generated and issued to relevant parties within specified and/or legislated timeframes and as required by Vendors with specified timeframes outlined in Service Level Agreements.
• Ensure that all information pertaining to referrals such as cancelled appointments, rescheduling of appointments, changes in claimant and/or insurer information and file closures are dealt with in a timely manner by updating WIN, customer platforms, notifying all parties, and rescheduling if necessary.
• Knowledge and understanding of legislative timeframes with respect to Intake tasks/functions. Ensuring tasks are carried out in a timely manner to avoid financial ramifications for the Assessment Centre.
• Effective verbal & written communication with claimants, insurers, legal representatives and other stakeholders.
• Implement new processes as legislation and guidelines change (at the direction of the Manager).
• Quality Assurance, ensuring accurate and thorough record-keeping. This precision is crucial for compliance and for providing reliable documentation when records are requested, particularly in relation to LAT hearings.
• Cross Training for Vacation Coverage and volume assistance as needed: - Directions to Assessors - Confirmation and Pre-Screen Calls - Coordination of CAT and Medical/Legal referrals
• Be aware of conditions and measures that may affect the safety of patients, residents, students, employees, volunteers, physicians and visitors including: - Compliance with the safety standards of the hospital and applicable legislation - Identification and prevention of safety issues and problems - Taking corrective action, where possible - Attendance at safety meetings/training/updates in accordance with the Centre’s standards.
• Ability to work in a manner that exemplifies the centre’s core values.
• Evidence of good performance history and attendance record.
• Ability to work in a fast-paced environment and prioritize work as required.

Qualifications

• 2 - 5 years of direct work related experience
• Completion of High School education required
• Post-secondary courses would be an asset
• Must be familiar with referral, intake and scheduling processes
• Knowledge of the third party assessment process pertaining to auto insurance
• Experience working in a health care environment an asset
• Excellent organizational and time management skills
• Excellent interpersonal and customer service skills
• Excellent verbal and written communications skills
• Ability to prioritize, problem-solve, and work independently
• Ability to function efficiently in a fast-paced, constantly changing environment to accommodate customer expectations
• Ability to produce high quality work in accordance with UHN West Park Assessment Centre – Altum Health standards
• Ability to maintain confidentiality
• Ability to work well under pressure and use good judgment in assessing difficult situations
• Demonstrated knowledge of insurance legislation
• Excellent computer skills (Microsoft Office Suite) with specific knowledge of scheduling software and adaptability to learning new software/programs
• Excellent proficiency in MSOffice, Adobe Pro

Additional Information

Why join UHN?
In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.