Clinic Clerk

Clinic Clerk

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Job Summary

Within the Department of Family Medicine, the Queen’s Family Health Team (QFHT) is a multidisciplinary team of health care professionals who provide primary health care services to the Kingston community. As an academic teaching centre, the Department trains future family physicians and conducts research in issues of primary health care delivery. QFHT is comprised of a number of medical practices and provides for a diverse, client centred work environment for all its employees. QFHT provides primary health services to rostered patients while modeling safe, efficient and collaborative clinical processes to Family Medicine residents and other health professional learners.

Reporting to the Clinical Program Coordinator, the clinic clerk is the first point of contact for all incoming communication, necessitating a courteous, professional and assistive response to patients, faculty physicians, residents and interdisciplinary health providers. The incumbent provides clerical and administrative support for the QFHT interdisciplinary team, (e.g. patient appointment scheduling with physicians, nurses, residents, and allied health providers) and external (e.g. specialists, other clinics, agencies, and hospitals) referrals. The incumbent will also assist in processing electronic medical records, patient billing invoice creation and documenting appropriately in the e-chart, as well as coordinating specialized requests related to patient records documentation, transfer, legal, and insurance requirements. The incumbent will manage phone and electronic requests, as well as other administrative duties within a high-volume, academic medical clinic.

**Job Description**:

**KEY RESPONSIBILITIES**:

- Help resolve issues and inquiries that arise through the mail or by telephone; gather information and carry out any research that may be required to bring the matter to a successful resolution; follow-up as appropriate.
- Communicate effectively with physicians, residents/learners, staff, patients and external offices/agencies.
- Schedule appointments with internal QFHT providers. This includes booking and tracking specialty appointments (e.g., intellectual or developmental disability health checks) for patients who require additional support and follow up.
- Provide front-line problem solving and assist in maintaining a safe and efficient clinic flow. Proactively support patient care in cases of infectious disease, mental health, distress of any kind, emergency care and security.
- Run queries within the electronic medical record to identify patients who are due for particular tests, preventative screening, or condition-specific assessments. Book appointments with the appropriate provider in the appropriate timeframe and work to ensure continuity of care between patients and providers.
- Process documents received such as medical reports/consultations/notice of appointment, appropriately uploading scanned documents into the electronic medical record. Use best practices for electronic medical records filing, checking for accuracy, ensuring that communications are distributed or redirected correctly; work with very sensitive and highly confidential information.
- Coordinate referrals and tests including documentation to support requests, and advise patients of preparation for tests. Appropriately refer clinical questions to ordering personnel. Problem solving in cases where patient needs to travel outside of Kingston area to obtain timely tests/procedures.
- Use online referral system (e.g. Ontario Telemedicine Network eConsult) to coordinate specialists’ responses to QFHT physician inquiries, working as the delegate to ensure timely responses between physicians, including tracking and follow up.
- Perform administrative duties such as sorting and distributing incoming mail, preparing outgoing mail, photocopying/faxing, receiving courier deliveries, distributing and retrieving information, updating and maintaining file system.
- Participate in relevant billing activities, including but not limited to preparing invoices for third party billing and uninsured services, processing of payments via point of sale equipment, reconciling payments, ensuring completion of appropriate insurance-related documentation (e.g. Blue Cross, UHIP).
- Input and maintain a complex rotation schedule annually for 50 new residents, distribution of patients and ongoing back end maintenance.
- Aid in the administration of special projects for QFHT physicians and residents, which may include re