Patient Services Representative

Job Description CAREER OPPORTUNITY Patient Service Representative – Mental Health Services 2026-007 Choose Collingwood General & Marine Hospital: Explore a meaningful career in a place where lifestyle and purpose align. Collingwood General & Marine Hospital (CGMH) is located on the beautiful shores of Georgian Bay and surrounded by the Blue Mountains. With access to skiing, hiking, paddling, and a vibrant arts and culture scene, Collingwood offers a four-season recreational lifestyle and a strong sense of community. CGMH is an 84-bed acute care hospital serving over 74,000 permanent residents and welcoming 3.5 million annual visitors across Collingwood, Clearview, Wasaga Beach, and the Blue Mountains. Our team of over 1,200 staff, physicians, midwives, and volunteers is dedicated to delivering high-quality care in areas including emergency, surgery, orthopaedics, obstetrics, dialysis, diagnostics, and mental health. At CGMH, we’re not just caring for today, we’re building the healthcare system of tomorrow. Through our bold strategic plan, Tomorrow is Built Today, we are transforming care in South Georgian Bay. To learn more about our redevelopment and capital campaign, visit: Our Culture: At Collingwood General & Marine Hospital, our people are at the heart of everything we do. We are proud to foster a workplace rooted in kindness, collaboration, continuous growth, and accountability. These values guide how we treat each other and how we care for our patients, creating an environment where trust, respect, and excellence thrive. We are committed to our values: Being kind - fostering a culture of compassion, empathy, and dignity in every interaction Supporting each other - working together across all roles to uplift our team and our patients Leading by example - setting a standard of integrity, fairness, and professionalism Continuously growing - embracing curiosity, innovation, and learning to adapt to future needs Why Join CGMH? Benefits That Start on Day One: At CGMH, we’re committed to the well-being and success of our team. New hires enjoy an industry-leading compensation package that includes: CGMH endorses the Health Care Providers Group Insurance Plan which provides Group Benefits for you and your eligible dependents by enrollment only. Option to enroll in HOOPP (Healthcare of Ontario Pension Plan)Includes 4% vacation pay and 14% pay in lieu of benefits Employee & Family Assistance Program (EFAP) and access to Perkopolis discounts Access to Employee Education Assistance Program The Opportunity: The Patient Services Representative is responsible for the efficient operation of the Mental Health Services area by effectively managing schedules and maintaining accurate records. The position requires strong organizational skills, attention to detail, and excellent communication skills to facilitate effective patient care and to provide efficient clerical support to team members. Qualifications: Minimum of two years of recent, relevant experience in administrative support, preferably within a Mental Health or healthcare setting Demonstrated experience in database management and statistical reporting, with a strong attention to detail and accuracy Solid understanding of mental health disorders, psychiatric terminology, and the complexities of outpatient mental health services. Proven ability to manage crisis situations with professionalism, empathy, and sound judgment. Strong leadership qualities with the ability to support team development, mentor new staff, and contribute to a positive workplace culture. Exceptional problem-solving and critical thinking skills, with the ability to make independent decisions and prioritize competing demands. Effective and respectful communication skills, both verbal and written, with the ability to engage professionally with patients, families, physicians, and interdisciplinary teams. Proficiency in Microsoft Office Suite (Word, Excel, Outlook), electronic medical records, and other relevant database systems. Knowledge of medical file systems and confidentiality standards. Must strive to continuously provide a safe and supportive environment for patients, staff, physicians, and volunteers Must adhere to the duties of workers, as stipulated in the Occupational Health and Safety Act Must have an ability to effectively communicate (written and verbal) in the English language in order to provide excellent communication with team members, patients and families. Ability to communicate in additional language(s) is considered an asset. Must have basic computer skills Must be dedicated to professional growth & development Must be able to perform all bona fide and essential duties of the position, which may include physical demands such as moving/transferring patients, pushing, pulling, bending, etc. Must have demonstrated excellent attendance/performance record Excellent organization and prioritization skills Ability to work independently and effectively communicate with other members of the health care team Duties and Responsibilities: Leadership & Team Support Supports the Manager, Chief of Psychiatry, and Psychiatry team with administrative and clerical tasks, demonstrating initiative and leadership in managing priorities. Assists in training and orienting new team members, fostering a collaborative and supportive work environment. Participates in team meetings, prepares agendas in collaboration with the Manager, takes minutes, and ensures timely distribution. Represents the department on committees as requested, contributing to organizational goals and initiatives. Mental Health Knowledge & Client Interaction Applies foundational knowledge of mental health disorders to support patient care coordination and communication. Greets patients and families warmly, ensuring a respectful and inclusive environment. Coordinates scheduling for outpatient mental health services, ensuring timely access to care. Processes new referrals and discharges with attention to detail and confidentiality. Crisis Management & Communication Responds to calls from patients, families, physicians, and community agencies, using sound judgment to triage and redirect inquiries appropriately. Demonstrates calm and effective communication during high-pressure or crisis situations. Maintains current outpatient mental health schedules and ensures accurate documentation for payroll and reporting. Problem Solving & Critical Thinking Maintains and oversees clerical support services, identifying and resolving workflow issues proactively. Coordinates Ontario Telemedicine Network (OTN) meetings and training sessions, ensuring smooth logistics. Manages office supplies and equipment, obtaining approvals and anticipating departmental needs. Assists with administrative tasks such as scanning, filing, and medication renewals, applying critical thinking to prioritize tasks. Data Management & Reporting Maintains program statistics in alignment with internal and external reporting requirements. Ensures accurate and timely documentation in patient records and administrative systems. Health & Safety and Continuous Improvement Actively participates in the Hospital’s Health and Safety Internal Responsibility System. Contributes to continuous improvement initiatives aimed at enhancing the patient experience. Promotes a culture of excellence, innovation, and safety within the outpatient mental health team.