Position Title Patient Access Representative

Job Description

The Patient Access Representative - Coordinated Access is a specialized administrative and access-coordination role within the centralized Diagnostic Imaging (DI) Coordinated Access Hub at Mackenzie Health. Reporting to the Manager, Coordinated Access, the role is responsible for the accurate validation, coordination, and management of diagnostic imaging referrals in alignment with standardized regional access criteria, clinical readiness requirements and integrated workflows across partner sites.

The Patient Access Representative - Coordinated Access supports timely, equitable, and patient-centered access to diagnostic imaging services by applying advanced referral quality assurance practices, performing structured decision-making within established clinical and operational frameworks, and maintaining high standards of data integrity and system accuracy. The role acts as a subject matter resource for DI referral pathways, quality expectations and system navigation requirements.

Working collaboratively with referring providers, patients, regional partners and internal stakeholders, the role contributes directly to access performance, workflow optimization, and service navigation, ensuring a positive patient and provider experience. This position also supports continuous improvement through monitoring of referral quality trends, operational issues and opportunities for process enhancement across the regional coordinated access model.

Contribute to safe, quality care by:

• Receive, review, and process diagnostic imaging referrals from multiple sources, including eReferral systems, fax, eFax, and integrated health information systems.
• Validate referral completeness and accuracy, ensuring required clinical information, documentation, and demographics are present.
• Route referrals to the appropriate diagnostic imaging modality, site, or service pathway based on standardized criteria, urgency, and patient preference.
• Apply established triage and routing workflows, escalating referrals that do not meet criteria or require clarification.
• Perform quality assurance checks on incoming referrals to ensure compliance with standardized intake requirements, clinical standards, and privacy legislation.
• Identify and correct data discrepancies, duplicates, or errors to maintain accurate waitlists and patient records.
• Monitor referral quality trends and flag recurring issues to the Manager or designated leads for process improvement.
• Respond to inquiries from patients, referring providers, and internal teams regarding referral status, appointment readiness, and general access questions.
• Communicate clearly and professionally with senders and receivers to obtain missing information or clarify referral details.
• Support a patient-centered approach by providing accurate information and escalating concerns related to access delays or changing patient needs.
• Use provincially and organizationally approved coordinated access technology and DI information systems to manage referrals and patient data.
• Enter, update, and maintain referral information accurately across systems.
• Support adoption of new workflows, tools, and system enhancements as part of ongoing transformation initiatives.
• Adhere to all hospital policies, clinical standards, and legislative requirements related to privacy, confidentiality, and information management.
• Ensure referrals are processed in accordance with established turnaround times and quality benchmarks.
• Contribute to monitoring operational metrics such as referral volumes, processing times, and data quality indicators.
• Participate in quality improvement initiatives aimed at improving access, efficiency, and user experience.
• Provide feedback and suggestions to support optimization of intake and routing processes.
• Other duties as assigned.

What must you have?

• Graduate of a Medical Office Administration Program or equivalent combination of post-secondary education and/or relevant experience, required.
• Medical terminology certificate required, with the ability to interpret clinical information relevant to DI referral pathways.
• Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or, meets eligibility requirements and commits to obtaining the designation withi