Health Services Reception

2 months ago

Guelph, Canada Guelph CHC Full time

**JOB TITLE: Lead Health Service Receptionist**

**PROGRAM AREA: Primary & Integrated Health**

**EMPLOYMENT STATUS: 13-Month Contract**

**HOURS/WEEK: 35 Hours per Week**

**Our Vision**

A community without barriers to health and well-being.

**Our Mission**

We reduce health inequities by providing inter-professional primary health services and community programs, focused on our priority populations, in collaboration with community partners.

**Our Values**

Innovation**, **Accountability**, **Person-Centred**, **Health Promotion**, **Excellence**, **Sustainability**, **Accessibility

Are you passionate about the Guelph CHC’s Vision, Mission, and Values and working with our priority populations who are: homeless or at risk of homelessness, low income, newcomers to Canada with language barriers, moderate to severe mental health and addiction issues, moderate to severe disabilities, without access to primary care, aboriginal communities, including First Nations, Inuit and Métis, LGBTQ+ populations, other marginalized groups, and vulnerable children and their families experiencing violence, family conflict, social isolation, and attachment struggles? If you are passionate about Guelph CHC’s Vision, Mission, Values, and priority populations and meet the below qualifications, we want to hear from you

**Join our team**

What we offer our staff:

- 3 weeks paid vacation year one, 4 weeks paid vacation for 2-5 years of employment. An additional vacation day per year starting at 6 years of employment until you reach 6 weeks’ vacation
- $600 and 70 hours of paid annual professional development
- 18 annual paid days for personal/sick leave
- A supportive team-based environment with opportunities for growth and development

This role is accountable to the Clinic Supervisor to help create and maintain a positive client-centered environment, with exceptional client care and service, as the first point of contact for primary health at the Guelph CHC. In addition to the responsibilities and priorities of a Health Service Receptionist, this role is responsible for several administrative tasks ensuring quality client care and supporting the efficient operation of our clinics. The role also includes an intermediate level of leadership and support for Health Service Receptionists, focusing on training and coaching.

**PRINCIPAL JOB DUTIES**
- Interact with clients in person and by phone, scheduling appointments, responding to their needs, and directing them accordingly.
- Maintain electronic medical records, including scanning, documentation, processing referrals, updating client information, and other clerical services
- Create staff schedules and adapt them in response to frequently changing factors, ensuring all shifts have proper coverage and providing coverage for short notice needs and absences as necessary
- Monitor incoming tasks and coordinate with Health Service Reception for completion
- Optimize daily appointment schedule to use providers' appointments efficiently
- Provide support and coaching to Health Service Reception with resolving complex situations, escalating to Clinic Supervisor or Manager on Duty as necessary
- Collaborate with the Clinic Supervisor to coordinate orientation, training, and support for new Health Service Receptionists
- Act as a primary trainer, involving other Health Service Receptionists to assist with training in specific areas
- Maintain electronic training documentation (procedures, protocols, guidelines) for Health Service Receptionists' roles in all locations, providing visuals to assist in training (ex. algorithms, decision trees)
- Identify opportunities for improvement of client experience, staff support, and general workflow

**REQUIRED QUALIFICATIONS**
- At least five years of receptionist/client service work experience in a healthcare facility, preferably a community setting
- Experience leading a collaborative team
- Experience providing informal training/coaching and support to colleagues
- Ability to work effectively in a multidisciplinary team environment
- Recognized by peers as having demonstrated leadership skills, including modeling exceptional client service, professionalism, and assertiveness
- Demonstrated ability to take initiative, and appropriately identify and resolve problems reactively and proactively
- Experience collecting and presenting information related to workflow for quality improvement
- Strong conflict management skills and ability to handle difficult clients/situations with maturity and sound judgment
- High emotional intelligence as evidenced by the ability to evaluate and perceive a situation from multiple lenses.
- Knowledge of PHIPA Policies, Procedures and Protocols.
- Flexible toward change
- Access to reliable transportation to move between different clinic locations during the workday

If you are interested in this position, please submit a resume and cover letter, outlining how your skills, qualifications and experience meet th

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