Patient Concierge

**Company Description**
One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.

A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.

At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today

Reporting to the Manager, Patient Experience and Manager, Accounts Receivable, this Patient Concierge role delivers patient experience and financial insight that is instrumental in operationalizing Osler’s strategic organizational objectives. The Patient Concierge is a key point of contact for clinical, finance and patient experience and provides patients and families navigation across cross-functional teams supporting patients’ access to care and services at Osler. This role will provide analytical support to general accounting and accounts receivable and works closely with leaders to ensure the reporting of actual results is accurate and completed on a timely basis. This role is a champion of internal controls in billing and collections to ensure optimization of revenue and takes initiative to review policies and processes to identify opportunities for further enhancements in these areas. This role will proactively address or respond to real-time patient and family access and information needs regarding uninsured services, preferred accommodation, bill payment issues and wayfinding, including access and flow concerns.

Accountabilities:

- Actively promote and encourage principles of service recovery at the point of care along with revenue analysis with a commitment to service excellence
- Interacts with patients and families, clinical program leadership and physicians to discuss and review financial information related to uninsured patients and other areas of revenues
- Facilitate communication and in-person meetings with patients and families where required and consistently display the knowledge skills behaviors and attitudes reflective of Osler's Values
- Act as a liaison with program directors and manager as well as general accounting and accounts receivables in reviewing financial results and providing value added analysis along with reviewing patient and family engagement improvement processes
- Prepare account reconciliations on a monthly, quarterly and annual basis supported by appropriate documentation and audit trail as well as prepare year-end working papers for external auditors working with them to provide timely and accurate information
- Deliver timely, accurate and useful operating and financial data for the organization within designated time frames; drive the overall month-end and year-end financial close processes including posting of journal entry preparation combined with analysis of results
- Analyze revenue results including, but not limited to analysis of variances month to month and operational volumes, preparation of revenue reports and posting of required adjusting journal entries
- Support as required the development of the patient revenue plan and if need be challenge results and projections to identify lack of consistency with current economic trends and or hospital strategies
- Other duties as assigned

**Qualifications**
- Undergraduate or college degree
- Health discipline professional designation in communications, patient experience and/or business (finance expertise an asset)
- Minimum three years of experience in a health care organization role
- Meditech experience and knowledge of TM1, BI and ADS software an asset
- Strong financial reporting skills, knowledge of GAAP and MIS guidelines as asset
- Working knowledge of post discharge services in the home and or community and various care paths within a hospital and asset
- Formal training in alternative dispute resolution, customer service excellence or service recovery an asset
- Superior facilitation, mediation conflict management, negotiation skills
- Problem solving and analytical skills to i