Patient Flow Clerk

Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.

Summary of Position

The Teladoc Patient Flow clerk role is an integral part of the Operations team. The Patient Flow clerk partners closely with the virtual Emergency Room (vER) and Primary Health Care (PHC) teams and providers to ensure the seamless coordination of patient care. 

Essential Duties and Responsibilities

•  Data entry (10%)
• Faxing documents between Teladoc and facilities (10%)
• Uploading lab requisitions and results to Teladoc's virtual care platform (primary care) (10%) 
• Uploading lab requisitions and results to Teladoc's virtual care platform (ED) (10%) 
• Faxing completed consults to facilities (10%)
• Communicating with members of the interdisciplinary teams to ensure a seamless patient experience (10%)
• Assisting in scheduling, cancelling, or re-booking appointments as needed (10%)
• Monitoring the consultation queue to ensure timely attention from providers for patients in the waiting room, and escalating delays to the appropriate provider group (10%)
• Ensuring all relevant notes, forms and orders are signed by the provider, and following up with providers if notes are incomplete at the conclusion of a consultation (10%)
• Other duties as required (10%)

Responsibilities

• Provide exceptional service to internal and external customers including but not limited to providers and patients.
• Ensure the highest quality and timeliness for all tasks and communications.
• Ensure clear, accurate, concise, and thorough documentation.
• Conform to and abide by all regulations, policies, work procedures and instructions.
• This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Excellent communication skills
• Strong documentation skills
• Attention to detail.
• Demonstrate ability to exceed customer expectations with a focus on issue resolution.
• Excellent organizational skills with the ability to manage multiple, competing priorities.
• Ability to learn new processes and adapt to changes in a fast-paced working environment.
• Superior problem-solving and decision-making skills
• Ability to work independently and as part of a high performing team.
• 3+ years' experience working in a customer-focused environment, preferably in healthcare or hospital setting.
• Knowledge of medical terminology an asset

Work Environment

☐ Office ☐  Remote ☒ Hybrid (Office & Remote)

This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.  Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.

Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients. 

Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health. 

Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth. 

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person's health journey. 

Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible. 

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position. 

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. 

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at