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 is known for its collaborative and holistic approach, leveraging an award-winning, multidisciplinary team of healthcare professionals, including Reproductive Endocrinologists, OB/GYNs, Family Physicians, Physician Assistants, Nurses, and other specialized healthcare professionals. Our high-functioning team provides exceptional patient care through advanced fertility treatments and personalized treatment plans.

About the position

As Intake Coordinator, you will work as part of our team and carry out a range of customer service and administrative tasks to facilitate the efficient operation of the Clinic. You will be the face and the voice of Anova Fertility for patients seeking out our Clinic for treatment. This position is responsible for scheduling the Clinic hours of assigned Fertility Specialists and for providing customer service by taking phone calls, relaying messages, responding to inquiries, greeting people, and booking appointments. Crucially, you will share the Founder, Dr. Marjorie Dixon's commitment to being the gold standard for successful reproductive health and fertility centres. This role reports to the Patient Services Manager.

Main Duties & Responsibilities

General

• Collaborates effectively with team members across departments
• Consistently arrives at work, appointments, meetings, and events on time
• Writes clearly and informatively and edits work for spelling and grammar
• Handles expected share of workload at required quality level (productivity)
• Maintains confidentiality and security of business and patient information
• Complies with policies and protocols, as amended from time to time
• Completes all required training to perform job duties effectively

Role-Specific

• Offers huge, warm smile and greeting to every patient upon their entering clinic, as this determines their first impression of Anova Fertility
• Offers each patient entering office choice of organic tea from our tea menu and prepares selected tea for patient
• Acknowledges and thanks patients upon their exiting clinic and wishes them a great day/weekend
• Assists with smile for anything patients may need during their visit, as we are their friends in fertility
• Greets and welcomes all visitors and patients to reception area, creating warm, friendly, and welcoming atmosphere
• Delivers personable, inclusive, and elevated care experience in collaborative and multidisciplinary environment
• Double-checks that appointment has been paid in full, and collects payment as needed
• Retrieves doctor referral faxes and books appointment within 24 hours
• Files faxes and referrals and adds notes as needed for future reference
• Asks all existing patients to scan Anova's Google plaque and leave review
• Answers phone calls, handles inquiries in professional and courteous manner, and responds to voicemails
• Monitors email inbox and responds to inquiries within 24 hours of receipt
• Books, confirms, and reschedules appointments for Physicians and other Clinic practitioners
• Contacts patients to secure initial appointments with Physicians
• Engages with patients daily through various channels, including phone, email, EMR portal, and in-person appointments
• Communicates with patients and partners regarding forms and consents, as per SOP
• Registers new patients in medical record system (Accuro) and sets up patient files
• Assists patients in navigating Wawa portal for smooth service experience
• Determines and monitors patients' position on waitlist
• Maintains CRM files by entering efficient, detailed, and accurate data and documentation related to all patient communications
• Shares important information with coworkers to facilitate patient care

Qualifications and Requirements

• College diploma or Medical Office Assistant diploma
• Experience handling reception duties and working with multi-line phone system with track record of accuracy and speed, ideally in Medical Secretary role
• At least one (1) year of experience with electronic medical records system
• Solid working knowledge of MS Word, Excel, and Outlook, and virtual meeting technology (Zoom, Teams)
• Effective communication skills, verbal and written (English)
• Ability to switch tasks, respond to shifting priorities and refocus after interruptions
• Ability to relay messages by phone, in person or in writing
• Strong knowledge of customer service principles and practices
• Keen attention to detail and problem-solving skills
• Empathetic, kind, and friendly approach to patient care
• Ability to work independently and within team

Profile

• Sincere interest in helping people
• Comfortable working in team environment
• Conscientious, punctual and dependable
• Collaborative, empathetic and optimistic
• Unfazed under pressure

Why Join Us?

• Enjoy a fast-paced, high-energy work environment
• Work in stunning office at transit-oriented location (Yonge & Sheppard)
• Career opportunities and company events
• Work in a clinical environment that offers the latest fertility advancements, expertise, alongside the inspiring Dr. Dixon
• Work in the most renowned fertility clinic in Canada, with best in-class-care, top in-house laboratory
• Become part of an award-winning, influential team that improves access to care, are leaders in inclusivity and that give back to community

How to apply

If you are eager to grow within a company, be part of an award-wining team, and believe you are the right fit, please submit your CV to While we appreciate your interest, only qualified applicants who are being considered will be contacted.

Anova Fertility is an equal opportunity employer. We are committed to providing an inclusive and accessible environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We welcome and encourage applications from all qualified individuals, including those with disabilities, and accommodations are available throughout all stages of the recruitment process.

In compliance with the new Employment Standards Act (ESA) guidelines regarding the use of artificial intelligence, please note that while some recruitment platforms may use AI features to assist with initial screening based on job requirements, these tools are only used to help streamline the process. All final candidate evaluations and selection decisions are made by our recruitment and hiring team.

Position Status:

This position is a new role

Due to the high volume of applications we receive, only those candidates who are shortlisted for further consideration will be contacted.

Job Types: Full-time, Permanent

Pay: $46,800.00 per year

Benefits:

• Dental care
• Extended health care

Application question(s):

• Are you legally entitled to work in Canada?
• Are you available to work a 6:30 to 2:30 shift and rotate on weekends and stat holidays?

Experience:

• working with electronic medical records systems: 1 year (preferred)

Work Location: In person