Program Administrator, Patient Attachment Initiative

Role: 1.0 FTE (40 hrs/week)Full-time, permanent Program Administrator, Patient Attachment Initiative

Organization

The Vancouver Division of Family Practice (VDoFP) is a not-for-profit organization with a mission to improve the primary care system in the City of Vancouver for the benefit of our family doctors and their patients. We are funded by the Government of British Columbia and Doctors of BC, and work in partnership with Vancouver Coastal Health, Providence Health Care, community health organizations and the BC Ministry of Health.

Position

We are currently looking for a Program Administrator to support the Patient Attachment Initiative (PAI). This position will support PAI in connecting vulnerable and unattached populations with family doctors and nurse practitioners. This role reports to the PAI Program Facilitator.

Duties & Responsibilities

· Manage phones (answer phones, screen calls, schedule intake calls, check voicemails, etc.)

· Support Program Coordinators and Registered Nurses by completing lower complexity patient intake calls.

· Manage minor patient complaints and skillfully respond to people in distress.

· Receive, enter and update patient files into database.

· Identify incomplete and/or inappropriate referrals; and contact referral sources as needed.

· Provide patient updates to referral partners.

· Complete weekly duties related to patient attachment (including follow-up with patients by phone and email, assist in completion of match request forms, fax patient files to doctors' offices, notify patients of their new primary care provider, etc.).

· Manage PAI email and appropriately escalate incidents to PAI team leads.

· Support clinical and non-clinical leads in reviewing patient applicants.

· Support PAI team with management of online survey platforms.

· Connect with Recruitment and Retention team to determine and help manage physician and nurse practitioner capacity.

· Assist development and editing of forms and documents as needed.

· Support PAI during transition to new data management system.

· Assist in the completion of other administrative tasks as needed.

· Other duties, as assigned.

Qualifications

· Exceptional customer service skills.

· Ability to navigate difficult conversations and skillfully respond to people in distress.

· Demonstrable organizational and communication skills.

· Strong critical thinking skills (prompt, flexible and accountable).

· Strong computer skills, particularly in Microsoft Word and Excel.

· Ability to establish priorities and work independently

· Ability to work in a team-based environment.

· Professional use of the English language, both written and verbal.

· Skilled in use of online conferencing platforms such as Zoom, GoToMeeting, Teams

Education and Experience

· Post-secondary education and/or equivalent work experience in healthcare or related fields.

· Minimum 1-year customer service experience.

· Experience working in a medical office is an asset.

· Experience working for a crisis or mental health support line is an asset.

· InputHealth EMR experience an asset.

We aim to foster a division of family practice that celebrates and reflects the diversity of the communities we serve. It takes diversity of thought, culture, background, and perspective to create meaningful change in primary care. The Vancouver Division is committed to promoting equity, diversity and inclusion in our recruitment process where all applicants are considered regardless of race, colour, ancestry, place of origin, religion, family status, disability, sex, age, sexual orientation, gender identity and other protected grounds.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Types: Full-time, Permanent

Pay: $50,000.00-$54,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Tuition reimbursement
• Work from home

Experience:

• healthcare: 1 year (preferred)

Work Location: Hybrid remote in Vancouver, BC V5Z 4J7