Ottawa, Ontario, Canada
Onsite
Job Description:
Please Note: If you are a current CHEO employee with access to Workday, please apply to this posting via the Workday application as an internal applicant using the Jobs Hub.
To successfully apply for this position, please submit your application by 11:59 pm the day before the advertised closing date in the posting to ensure your application is received.
Ottawa is built on un-ceded Algonquin Anishinaabe territory. The peoples of the Algonquin Anishinabek Nation have lived on this territory for millennia and we honour them and this land. Their culture and presence have nurtured and continue to nurture this land. CHEO also honours all First Nations, Inuit and Métis peoples and their valuable past and present contributions to this land.
CHEO is one of the few stand-alone, global leaders in pediatric health and is home to more than 6,500 staff, clinicians, scientists and researchers, as well as volunteers – all of whom work together to help children and youth achieve their best lives. Within its own walls and through partnerships with community providers, CHEO has transformed from a 20th century acute care hospital into a 21st century integrated child and youth health system.
Ranked in the top 1% of Canadian hospitals for the digitization of its clinical infrastructure, CHEO combines excellence in clinical care, research, and education to advance seamless care that’s provided where, when, and how it is needed. CHEO’s Research Institute is dedicated to world-class clinical, translational, and basic science research covering a wide range of children’s health concerns. CHEO has been named Canada’s best health-care employer by Forbes in 2024 and 2025 and is ranked second among Canadian hospitals on its list of Canada’s Best Employers for multiple consecutive years. For the 14th consecutive year in a row, the editors of Canada's Top 100 Employers has recognized CHEO as a top employer in the National Capital Region. Every year CHEO helps more than 500,000 children and youth from Eastern Ontario, western Quebec, Nunavut and Northern Ontario.
POSITION SUMMARY
The Patient Service Clerk schedules patient appointments and registers patients; prepares patient charts; maintains patient lists; verifies billing slips; maintains inventory and performs other clerical tasks.
MAIN RESPONSIBILITIES
Patient Registration:
Create new patient profiles in EPIC
Patient registration in Cadence (Epic Hyperspace) in accordance to registration standards
Referral Management
Input electronic referrals in Epic Referral Management and update referrals according to triage
Scan referrals into Epic with appropriate naming convention
Patient Scheduling
Schedule new patients from workqueues according to priority and wait times.
Schedule return patients from recall list and follow-up workqueues according to required follow-up date
Schedule interpreters for families as required
Schedule clinic orders and manage order workqueues
Clinic check-ins
Greet patient and parent(s). Verify demographic information in accordance to registration procedures.
Interpret MOH Eligibility and make updates in patient record accordingly
Collect self-pay payment and complete Fee For Service form
Collect fees as required
Clinic check-outs
Complete check-outs and schedule follow up appointments or put patients on recall lists/ workqueues
Monitoring patient lists and workqueues
Monitor all workqueues and recall lists associated within primary area of work to ensure quality and advise supervisor of outliers and changes to the waitlist
In consultation with clinical staff , implement visit cancellation and rebooking,
Patient and family centered care
Receive incoming telephone calls and respond to patient inquiries. Contact clinic physicians, nurses and allied health team members as appropriate to manage inquiries.
Communication with clinical team through Inbasket
Telephone communication and telephone messaging within CHEO established policies/procedures
Telephone pre-visit screening for infection control
Utilize Epic to notify clinicians of patient arrival
Appointment confirmation and follow-up from automated system
Patient/family direction and public relation
Direct patients/families to a designated location within the hospital
Supporting clinic operations
Request patient files from medical records, as appropriate.
Ensure that progress notes and sheets are available and stamped with the right date, where required.
Pick up patient charts in medical records on a daily basis, where required. Ensure that all charts are available and request missing ones.
Maintain an inventory of stock.
Maintain filing. Ensure orders with notes are filed. Locate old charts as appropriate.
Maintenance and ordering of clinic supplies.
Facilitation of clerical duties related to equipment repairs including filling of special form and taking the equipment to the appropriate location
Retrieve labels for specimens.
Training and Orientation
Orientation of volunteers
Orientation of clerical staff to clinics and on Epic
Adherence to policies, procedures and standards
Perform work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all CHEO corporate/departmental policies and procedures related to Occupational Health and Safety.
Perform work in accordance to CHEO privacy and confidentiality policies
Perform work in accordance to Epic training and documented standards
Attend staff meetings when scheduling allows and review circulated minutes
Perform other related duties as assigned by supervisor.
QUALIFICATIONS
Criminal Record Check (Essential)
Secondary School Graduation Diploma (Essential)
Bilingualism (English/French) (Essential)
Approximately 6 months of related experience (Essential)
Knowledge of computer software (Epic, Sunrise, Outlook,) (Essential)
Experience working in a clinical environment live on Epic Ambulatory (Preferred)
Experience in patient registration using Cadence (Epic) Preferred)
Experience in creating, editing, scanning and scheduling referrals (Preferred)
Experience in managing order workqueues (Preferred)
Experience in patient check outs including follow ups and recall management (Preferred)
Experience using inbasket communication in Epic (Preferred)
Ability to ensure timely completion of tasks by adjusting priorities as required (Essential)
Ability to adapt to changes to meet organizational requirements (Essential)
Communicate effectively and concisely, both orally and in writing (Essential)
Deal effectively with internal and external customers (Essential)
* Please note you will be represented by the Laborers International Union of North America (LiUNA).
Effective March 29, 2021, CHEO will conduct a more comprehensive pre-screening and evaluation process. This process may include more varied and multidimensional testing such as a written test, practical exam, or other assessment. All candidates who meet the essential and preferred qualifications may be tested.
Bilingualism (French/English) will be validated by a language proficiency assessment conducted by a third party provider. Candidates will be required to meet the minimum linguistic profile prior to the date of hire.
Should you require accommodation during any phase in the recruitment process, please contact Human Resources at TalentAcquisition@cheo.on.ca. All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.
We thank all those who apply, however, only those to be interviewed will be contacted.
Please note you will be represented by the Laborers International Union of North America , (LiUNA).
CHEO values diversity and is an equal opportunity employer. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process and welcome interest from all qualified applicants.
Should you require accommodation during any phase in the recruitment process, please contact Human Resources at TalentAcquisition@cheo.on.ca. All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.
We thank all those who apply, however, only those to be interviewed will be contacted.
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