Intake Assistant

**_This is a Temporary Full-Time opportunity for up to twelve (12) months._**

Sinai Health is a leading academic health science centre with a provincial, national and international reputation for discovering and delivering life-changing care. We provide excellent and compassionate care in hospital, community and home. Comprised of Mount Sinai Hospital, Hennick Bridgepoint Hospital, the Lunenfeld-Tanenbaum Research Institute and our system partner Circle of Care, we translate scientific breakthroughs, push boundaries for health solutions, and educates future clinical and scientific leaders.

To support us on our journey, Sinai Health is looking for an **Intake Assistant, Patient Relations**. The role is primarily located at our Mount Sinai Hospital campus.

**Position Summary**:
**Responsibilities**:
Client Interaction:

- Interact with patients, families, visitors and staff members in a sensitive and courteous manner and treat all individuals with dignity and respect in relation to the concerns, inquiries/requests, compliments, comments and suggestions brought forward
- Validate information provided and ensure the patient’s privacy is protected and that they have given consent if not contacting in person
- Provide a clear explanation of the patient relations process to patients/family members including timeframes for response consistent with the hospital policy and as determined by the nature of the concern
- Resolve non-complex concerns, inquiries/requests, compliments, comments, and suggestions under the direction of the Patient Relations Facilitator (PRF). This includes completing draft written correspondence to patients/families in consultation with the PRF or delegate
- Forward compliments to appropriate staff and managers

Database Responsibilities:

- Enter all details of patient/family members feedback into the Patient Relations Unit database (Safer Feedback System) as it is received (daily) for department/unit managers with access to the Safer Feedback System to be alerted, review and complete their follow-up directly into the system
- Forward patient/family members feedback related to physician and physician staff to appropriate physician leadership
- Update the database with new case specific information as it is received and/or forwarded
- Assist in the creation of statistical reports in the Safer Feedback System as per templates and in collaboration with the PRF

Office Management:

- Maintain the filing system for the Patient Relations Offices as per the hospital’s retention policy
- Monitor and order office supplies for the Patient Relations Offices and Quality and Patient Experience, as required
- Organize and schedule meetings and appointments for the Patient Relations Facilitator and Director of Health Equity & Patient Relations as requested
- Maintain the filing and record keeping system for distribution of the Hospital Corporate General Manual Policies/Procedures (Command Centre/Master General Manuals)
- Performs other duties as assigned by the Patient Relations Facilitator and Director of Health Equity & Patient Relations
- Job Requirements- Successful completion of a University Degree in a related discipline (health care related preferred)
- Minimum of 3 years of related experience
- Applicants with proven equivalent recent and related experience may be considered
- Previous experience working in a healthcare environment is an asset
- Certification in mediation or conflict resolution
- Expertise in the area of health information management and client database systems
- Knowledge of The Excellent Care for All Act (ECFAA) and the role of Patient Relations and it’s processes
- Knowledge of the Personal Health Information Protection Act (PHIPA) and its related processes within the organization and Patient Relations
- Minimum typing speed of 40 WPM
- Strong Project management skills including critical analysis, organization, report writing, and presenting
- Ability to manage multiple tasks simultaneously and prioritize competing workload demands
- Ability to work as part of a multidisciplinary team and to establish and build effective and respectful working relationships
- Related intake and administrative support experience in a high volume, high responsibility office environment dealing with the public
- Demonstrated experience in conflict resolution and defusing hostile situations
- Superior listening, written, and verbal communication skills with proven ability to accurately record and summarize all information provided during difficult interactions over the telephone, in person and electronic communication.
- Excellent interpersonal and customer service skills; in particular the ability to employ sensitivity, patience, discretion and good judgment when interacting and communicating with patients, their families, visitors and staff members
- Take initiative in problem solving and in dealing with confidential information when responding to staff and the public
- Strong ability to