Patient Services Administrator

**About the company**

Anova Fertility & Reproductive Health is the premier fertility health centre in Canada exclusively focused on reproductive medicine and women’s health. Since 2016, we have built a reputation as the leader in innovation, education, and communication for best-in-class, inclusive, humanized fertility and reproductive care. Anova Fertility is known for its collaborative and holistic approach, leveraging an award-winning, multidisciplinary team of healthcare professionals, including Reproductive Endocrinologists, Obstetricians/ Gynecologists (OB/GYNs), and Nurses. Our high-functioning team provides exceptional patient care through advanced fertility treatments and personalized treatment plans.

**About the position**

As a Patient Services Administrator, you will work on-site as part of our team at 430 The Boardwalk, Unit 402, Waterloo, ON, N2T 0C1, and at 89 Dawson Road, Unit 112, Guelph, ON, N1H 1B1, providing a range of customer service and office support activities to facilitate the efficient operation of the Clinic. Between the hours of 6:45 a.m. and 3:30 p.m. on weekdays, you will be one of the faces and voices of Anova Fertility for patients coming to the Clinic for treatment and calling for inquiries and bookings. This position entails scheduling the Clinic hours of assigned fertility specialists and taking calls, relaying messages, responding to inquiries, greeting people, booking appointments, and processing payments at the front desk. Rotation on long weekends and statutory holidays is a requirement for this position. Crucially, you will share the founder’s commitment to being the gold standard for successful reproductive health and fertility centres.

**Responsibilities**
- Warmly greet and welcome all visitors and patients to reception area, creating friendly and welcoming atmosphere for optimal patient experience
- Register current patients upon arrival and facilitate optimal patient flow
- Register new patients in medical record system and create patient files
- Support Clinic by providing quality customer service and administrative assistance
- Answer phone calls and handle inquiries professionally and courteously
- Book, confirm, and reschedule appointments for Physicians and Clinic practitioners
- Review payment records, identify outstanding charges, collect payments due, and prepare invoices and receipts
- Complete insurance and other claim forms
- Schedule diagnostic tests for patients, as needed
- Provide education and support to patients regarding clinic procedures, diagnostic testing, and treatment options
- Deliver personable, inclusive, and elevated care experience in collaborative and multidisciplinary environment
- Enter efficient, detailed, and accurate data and documentation related to all patient communications
- Prepare for clinic operations by ensuring all essential reports and information are organized and ready for following day
- Share pertinent information with coworkers to facilitate patient care
- Ensure timely flow of patients through clinic and respond to patients’ complaints and concerns in a tactful and courteous manner
- Respond to and track new patients’ referrals
- Check and operate faxes to ensure timely communication and documentation
- Process medication payments, ensuring accuracy and compliance of all transactions
- Report issues and patient concerns to supervisor promptly and assist in identifying opportunities to drive efficiency
- Maintain electronic medical records (EMR), including medical charts
- Ensure that front desk and reception areas represent pristine, soothing, and welcoming environment
- Ensure that reception supplies are maintained, logged, and reported

**Qualification and Requirements**
- Successful completion of post-secondary certificate or diploma in Medical Administration or equivalent preferred
- At least one (1) year of experience with electronic medical records system
- Track record of performing variety of clerical tasks with accuracy and speed
- Experience taking payments through POS systems and handling cash
- Strong interpersonal and communication skills, verbal and written
- Ability to relay messages by phone, in person, and in writing
- Proactive attitude with willingness to learn and adapt
- Keen attention to detail and problem-solving skills
- Empathetic, kind, and friendly approach to patient care
- Ability to maintain discretion, privacy and confidentiality
- Ability to work independently and within team
- Experience providing inclusive and diverse care required, including service to members of LGBTQIA2S+ community
- Ability to interact with patients of all ethnicities and backgrounds
- Comfortable working in fast-paced environment, and able to multi-task
- Exceptional organization skills, adaptability and flexibility
- Premier time management skills with attention to detail
- Proficient with Microsoft Office, virtual meetings and scheduling, Word, Excel, EMR and/or CRM

**Why Join Us?**
- Enjoy a fast-pace