Position Title Patient Access Representative - MRHH Central Registration

Job Description The Patient Access Representative (Central Registration) is a valuable member of the Patient Access team and has a significant impact on the effective operation of patient registration/check‑in functions at Mackenzie Health. This position is responsible for the accurate and efficient registration and check‑in services using technology, while maintaining a progressive and personalized health care environment for patients.

Responsibilities

Greets patients, families, visitors and provides assistance/directions as needed.

Ensures seamless patient flow within registration areas.

Interviews patients both on the phone, and in person, and enters precise registration information into the electronic medical record (EMR).

Validates and verifies patient identification at every interaction including by phone, onsite registration, and armbanding, ensuring accurate patient identification at every step.

Educates patients on fees associated with visits, obtains signatures and credit card information on electronic billing consent, when applicable.

Accepts financial payment and balances all monies received in system.

Scans and attaches outside medical documentation/ physician orders (requisition/referral) into electronic medical record (EMR).

Validates patient health card and financial coverage information to determine eligibility and actions accordingly.

Answers department requests by phone.

Supports patients with navigating through Welcome Kiosks and addressing any data components resulting in an unsuccessful check‑in.

Assists patients with more complex registrations.

Supports patient inquiries by phone after hours for same day/next day appointments.

Completes pre‑registration with patients over the phone to ensure their demographics are up to date and accurate prior to their visit to ensure smooth check‑in upon arrival.

Training and orientation of new staff.

Other duties as assigned.

What must you have?

Medical terminology certificate required or completion within 3 months of hire.

Graduate of a Medical Office Administration Program or equivalent combination of post‑secondary education and/or relevant experience, required.

Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or, meets eligibility requirements and commits to obtaining the designation within 6 months of hire.

A minimum of one year registration experience in a clinical setting, within the last two years, required.

What else do you bring?

Well‑developed keyboarding/ computer skills with a minimum keyboarding speed of 40 wpm and experience using Hospital Admission Discharge Transfer (ADT) System(s) and Microsoft Excel, Word and Outlook.

Excellent interpersonal, listening, and verbal and written communication skills in English, with an ability to deliver information and work effectively with patients, families and colleagues.

Ability for self‑direction and to work independently exercising sound judgment with minimal supervision.

Effective time management and organizational skills with an ability to work well under pressure, prioritize and manage multiple demands in a fast‑pace environment.

Demonstrated strong decision‑making, problem‑solving and critical thinking skills.

Demonstrated ability to take initiative and adjust to new or unexpected events.

Demonstrated commitment to continuous learning and professional development.

Strong interpersonal skills.

Maintains own competency.

Seeks help and accepts guidance when a gap in competency is identified.

Continually seeks ongoing education.

Promotes and assists with activities for quality improvement.

Proven attendance record.

Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.

Ability to perform the essential duties of the job.

Effectively uses empathy in interactions with others.

Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.

Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.

Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

Preferably, your profile also includes:

Previous experience working within Patient Access Representative classification within the last two years.

Ability to speak a second language.

*This position is represented by OPSEU.* You may be required to work at any site of Mackenzie Health.

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.

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