Program Coordinator

3 weeks ago

Calgary, Canada Calgary Foothills Primary Care Network Full time

The Program Coordinator reports to the Program Manager and is integral to the operations of the central Health Team and Group Workshop services. The Program Coordinator helps physicians, providers, and patients to navigate to the right resources for the identified need. The Program Coordinator is responsible for the logístical details, patient registration/follow-up, and overall administration for the Calgary Foothills PCN programs. The key purpose of this role is to effectively connect patients with resources that will help them to improve their health.
**FTE: 1.0**
The Program Coordinator reports to the Program Manager and is integral to the operations of the central Health Team and Group Workshop services. The Program Coordinator helps physicians, providers, and patients to navigate to the right resources for the identified need. The Program Coordinator is responsible for the logístical details, patient registration/follow-up, and overall administration for the Calgary Foothills PCN programs. The key purpose of this role is to effectively connect patients with resources that will help them to improve their health.
**Responsibilities**
Key aspects of the position may include, but are not limited to:

- Act as the first point of contact by linking patients to appropriate supports and services
- Answer incoming calls, screens and directs calls for all departments and staff; greets patients and provides information and direction in a pleasant and professional manner
- Treat switchboard coverage as priority and make reasonable attempts to answer incoming calls in real time
- Keep relief coverage apprised of required directions and/or special instructions for coverage as required
- Assess appropriateness of fit and assist patients with navigating to most appropriate resource for identified need in consideration of evolving criteria/operations within Central Health Team services
- Act as main point of contact for all patients who request and/or are referred for group workshops and individual patient appointments
- Answers incoming calls, faxes and online bookings for all patients who request and/or are referred for group workshops and individual patient appointments using a patient-centered approach
- Provide supplies for workshops to participants
- Support to providers/facilitators of the Calgary Foothills PCN programs by providing admin support during workshops
- Maintain good communication and works collaboratively with health team providers, facilitators and other stakeholders regarding patient referrals and scheduling
- Support coordination and maintenance of relationships with community stakeholders
- Provide orientation to Central health team and Group Workshop programs to new clinical staff members
- Support bi-annual meetings for facilitators of specific Group Workshop programs; coordinate logistics of ongoing training/skill development as needed
- Attend/staff occasional evening Group Workshop classes Collects and maintains program process and outcome data and collaborates with others to design, measure, and report program metrics
- Monitor program demand, capacity and helps to inform and make recommendations for improvements and modifications to appointments and workshops
- Maintain program manual to reflect up-to-date processes and procedures
- Ensure knowledge of databases and Electronic Medical Record (EMR) operations of central health team; provide support to central health team and other stakeholders as required
- Administration for the central health team EMR
- Train new staff as needed to meet growth in demand
- Collect and report Third Next Available (TNA) appointments on a regular basis
- Support patient care projects

**Knowledge, Skills, and Abilities**
- Self-driven with ability to work both independently with mínimal supervision and as part of a team
- Flexible and adaptable in a dynamic and evolving environment
- Superior problem solving and critical thinking skills
- Takes initiative to advocate for program improvements
- Patient-centered, responsive, and caring attitude
- Excellent written and oral communication skills
- Proven computer skills including working with PS Suite, Excel, and Microsoft Office
- Strong ability to demonstrate empathy and respect when communicating with a variety of people
- Attention to detail and strong organizational skills are critical
- Proven ability to set priorities and multi-task
- Ability to learn processes quickly and retain information reliably
- Familiarity with medical terminology

**Qualifications**
- Grade 12 diploma
- Successful completion of a Medical Administration Program will be considered an asset
- One to three years’ experience in a customer service, medical administrative or equivalent role
- Adept in use of EMR in primary care setting preferred
- Driver’s license and daily access to a vehicle

**Employment requirements**
- Completion of a satisfactory criminal record check and/or Vulnerable Sector Search
- Proof of full immuniz

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