Clerk – Diagnostic Imaging

Position Summary Reporting to the Manager, Diagnostic Services, the Diagnostic Imaging & Cardio-Respiratory Clerk provides clerical and reception support to the Diagnostic Imaging and Cardio-Respiratory departments. The Clerk serves as a key point of contact for patients, families, and care teams, supporting efficient patient flow and departmental operations through accurate documentation, communication, and system use. The role requires strong customer service skills, attention to detail, discretion, and adherence to privacy, quality, and safety standards.

Key Responsibilities
- Provides excellent customer service to all patients, families, team members, and system partners, contributing to a positive patient experience at OSMH.
- Receives and assists patients in a caring professional and respectful manner, responding to inquiries in accordance with departmental policies and guidelines.
- Communicates clearly and compassionately with patients and families, using discretion and sensitivity when addressing concerns or managing wait times.
- Directs patients to appropriate modality waiting areas and collaborates with clinical team members to support efficient patient flow and minimize delays.
- Answers and directs telephone calls and inquiries from internal departments, physicians, external agencies and the public in a timely, accurate and service-oriented manner.
- Prepares, retrieves and organizes clinical documentation and prior patient information required to support patient examinations and continuity of care
- Utilizes departmental systems (e.g., Cerner, EMR, Radnet, Novari, PACS) to support clerical workflows including accurately adding orders for walk-in patients, supporting troubleshooting and confirming patient type (OHIP, WSIB, Self-Pay) ensuring accuracy of information
- Maintains awareness of Wait Time Information System (WTIS) and message and data management.
- Produces and distributes digital image copies and reports from PACS when requested by patients and physician offices, ensuring compliance with PHIPA and physician distribution agreements.
- Ensures timely and accurate preparation and distribution of reports, correspondence, and departmental documentation.
- Processes mail, photocopying, faxing, completes general departmental filing, and other clerical duties while maintaining service quality and confidentiality.
- Maintains high standards of data quality, accuracy, and attention to detail in all clerical activities
- Submits work orders and assists with monthly safety inspections to support a safe, well-functioning environment for patients and team members.
- Participates in the Diagnostic Imaging Quality Management System (QMS) and supports quality, safety, and patient experience initiatives.
- Supports Cancer Care Ontario program requirements by maintaining up-to-date patient charts and tracking patient outcomes in designated databases
- Works collaboratively with management, clinical teams, physicians, volunteers, and other team members to promote teamwork, and effective communication.
- Maintains confidentiality and handles patient and clinical information in accordance with PHIPA and hospital policies.
- Performs other duties as may be assigned by the direct manager or designate. Qualifications Education
- Ontario Secondary School Diploma or equivalent is required.
- Successful completion of a Medical Terminology course is required.
- Completion of relevant post-secondary programs is preferred (such as Medical Office Administration). Experience
- Minimum of one (1) year experience working in a clerical/administrative role required.
- Preference given to candidates with previous acute care and/or diagnostic imaging experience. Skills and Traits
- Keyboarding skills; minimum of 40 words per minute required.
- Must be able to meet the physical and emotional responsibilities of the role, including standing and walking for extended periods, frequent and repetitive pushing, pulling, bending, and lifting up to 50 pounds, as well as safely operating equipment.
- Ability to meet the physical demands of the position, as outlined in the Physical Demands Analysis (PDA).
- Demonstrates proficiency in written and verbal communication, with strong interpersonal and organizational skills.
- Provides excellent customer service and contributes positively to teamwork and collaborative working relationships.
- Effectively prioritizes workload, adapts to changing priorities, and remains composed in fast-paced or stressful environments.
- Works independently with sound judgment, while remaining flexible to meet departmental and organizational needs.
- Demonstrates understanding of, and commitment to, equity, diversity, inclusion, and psychological safety.
- Upholds professionalism, ethical conduct, confidentiality, and respectful interactions.
- Models behaviour aligned with OSMH’s mission, vision, and values.
- Uses required technology and digital tools effectively and demonstrates a willingnes