Please only apply if you are available for these shifts.

Monday to Thursday: 6:30am - 3:00pm, 8:00am - 4:30pm (latest 5:15pm) Friday: 8:00am - 12:00pm

This job is the right fit for you if you are curious and motivated to learn and grow. You are organized, punctual, reliable and detail-oriented. You can work independently but with keen awareness of your team members' inter-related and inter-dependent tasks. You are a problem solver who is not conflict addicted. You have excellent verbal and written communication skills in English. French and other languages are considered an asset. You are comfortable working in a medical office where the referred patients are diverse and the practice unique and complex. This is not an entry level job.

OVERVIEW:

We employ two Front Desk Administrators (FDAs); one Surgical Coordinator (SC); and one Accounting/Office Manager (OM). In addition, we contract with a number of different RN’s and anesthetists for surgical days. In addition, we often have ophthalmology residents from time to time, and a yearly fellow. One FDA works Monday - Friday. The other FDA works Monday-Thursday (occasional Fridays if needed). The FDA is usually the first contact person for patients, other physicians and their assistants, the Hospitals, family of patients, etc. As such, the FDA has an important “ambassador” role, in projecting professional courtesy, concern, diplomacy and respect for confidentiality. In addition, this role carries far more responsibility, judgment, independence, discretion and consequence for error, than the job title would suggest. This is not viewed as an entry level position. It is viewed as one of four, equally crucial and Professional positions, within our office. All positions ultimately need to develop an understanding of the other positions to provide assistance and back-up, when necessary. The other positions are SC and OM. All Staff need to be aware of applicable legislation respecting confidentiality, including the Regulated Health Professions Act and Regulations and the Freedom of Personal Information and Privacy Act (FIPPA). All staff need to be able to recognize the medical/legal implications of chart accuracy, confidentiality and maintenance.

Duties are divided into daily as well as weekly,monthly and annual duties for the front desk along with assisting the surgical coordinator and billing manager as needed. These include: ** DAILY DUTIES:**

• Opening and closing the office (including alarm; locking/unlocking doors; securing cash box, etc.). • Primary telephone answering and transferring calls as well as communicating messages between Dr. Jordan and patients. • Working with The Ottawa Hospital - EPIC and Accuro EMR technologies for booking patient appointments, and locating medical reports and documents for review, create and maintain confidential medical files and records. • Print Day Sheets (for pulling charts, for Dr. Jordan and for checking in patients). • Check-in and out all patients on the day sheet and ensure appropriate documentation has been included and/or verified, for e.g., OHIP version code, current address and phone number, email address. • Complete claim forms and third party insurance forms if any, such as IFHP, Blue Cross Ontario, WSIB form, Military(DND) form, Out of Province (Quebec) form, Akwesasne Non- Insured Health Benefits (NIHB) forms, payment or deposit (if applicable). • Ensure that all checked in patients are being seen by priority of appointment, complexity, and timing. • Checked in patients need to be escorted to examining rooms and checked out when they are finished (for fire safety reasons). • Ensure all new patients are correctly entered into the EMR system and charts are prepped with thyroid form, facial Botox form and foolscap depending on the type of appointment (accuracy is key as the OM Officer and SC depend upon this information to perform their duties and there are medical/legal implications for incorrect information). • Ensure that correct checked in patient list (including new/emergency “add on”) is provided to the OM at end of each patient day, along with Dr. Jordan’s list for verification and billing. • Receive and screen all faxes and transfer them to the appropriate person or treat them as new referrals. • Send faxes as required or as directed, ensure responding to all new referrals within 14 days of receiving it (as per CPSO guidelines) - avg. 100/week. • Do not accept new OHIP/Quebec referrals over the phone unless directed to do so by Dr. Jordan (all new patients referrals for OHIP/Quebec covered procedures must have a referral from a Doctor). • Review, screen and print all emails and answer, delete or direct to the appropriate person for answering. • Respond to all voicemails within 24-48 hours of receiving them. • Review all mail and determine what needs to be responded to; what needs to be copied to the file (referring and/or family physician) and direct to appropriate person; all bills & confidential go to OM. • Ensure mail and courier pickups are taken care of. • Book appointments (new and some follow-ups); change appointments and review schedule as necessary or directed in consultation with the SC and Dr. Jordan. • Accept cash, debit or credit card payments and record all such payments in the sales register accurately for reconciliation by the OM. • Decline service to patients who are obligated to make a payment or fail to have proof of appropriate coverage (we do not take cheques, and we do not take patients on their word). • ensure all new patients’ physicians’ referral letters are copied to file and mailed to referring physicians after they have been completed by and signed by Dr. Jordan. • Create draft letters, transcribe correspondence, papers, etc., as required. • File charts, slides, operative reports, etc. (accurately in terms of file number and patient name). • Check that the waiting room is tidy and pamphlets are replenished. • Ensure patients remove boots during messy weather and do not permit patients to go beyond the reception desk in boots or with slippers over boots (clean up after patients who sneak by). • Ensure music gets played and rotated; TV is on; check all rooms before the first patient arrives ensuring all necessary items (such as tissue box, business card, sanitizer, pamphlets, information sheets etc. are replenished). • Ensure that the OM and Judith Allen are aware of all leave, etc. and that weekly time sheets are provided to OM/accounting for payroll. • Other duties that come up suddenly or are directed to assist smooth patient flow. • Implementing policy changes and adapting to the evolving health safety protocol to prevent spread of contagious diseases (as per Health Canada guidelines).

WEEKLY, MONTHLY, ANNUAL DUTIES: • Call new referrals to book new appointments in appropriate time slots (weekly). • Speak to Dr. Jordan about referrals that seem urgent or unusual, keeping in mind Dr. Jordan’s practice and length of waiting list. • Pull charts at least 5 days ahead of schedule and phone all patients to screen and remind them of their appointments while keeping track of the schedule so that pulling is done earlier than 5 days if we are anticipating being short-staffed or too busy. • Ensure that proper documentation is in the pulled charts (i.e., appropriate forms, foolscap, recent photos or scans, etc.). • Ensure that files are pulled and matched with Pembroke’s list in advance of the once in three months Pembroke day. • On Botox Day, ensure that all patients bringing in their own Botox have it stored in the back fridge. • Ensure ordering of supplies and an up-to-date supplier list is maintained in consultation with appropriate personnel (i.e., cosmetic and/or cream supplies - liaise with the OM or Dr. Jordan; surgical supplies liaise with SC or Dr. Jordan; stationary supplies liaise with OM and SC). • In case of fire, the FDA is responsible to get all patients in the waiting room out of the building with the “check-in list” to ensure that all patients in that area are accounted for. • Ensures that all staff receive relevant emails, notices, correspondence, and archive old files. • Annually review Front Desk Training Manual to update and amend in consultation with OM. • Weekly follow up with patients for outstanding urgent tasks (i.e. Pending CT scans, lab results, pictures requests etc.). • Participate in product information training sessions and promote/recommend various products sold in the office to patients as well as answering any questions. • Participate in annually conducted CPR training for BLS and update WHMIS credentials as needed. • Co-ordinate pick-up dates for Stericycle and Data shred services

Assisting the Surgical Coordinator: • Assist with scheduling surgical procedures in the appropriate location - Office OR/ The Ottawa Hospital (OHIP; out-of-province; de-listed and cosmetic) in collaboration with the Surgical Coordinator and physician. • Prepare and verify medical charts and forms for surgical patients, ensuring accuracy for medical/legal compliance. • Liaise with hospitals, surgical facilities, and anesthetists to confirm operating schedules and patient documentation. • Maintain logs of surgical cases, supplies, and follow-up requirements. • Collecting financial payments for surgeries. • Making calls for office and hospital surgeries to confirm and review pre-op instructions/forms as needed.

Assisting the Accounting/Office Manager: • Billing and administrative support • Record, process, and reconcile payments for private and cosmetic procedures. • Ensure accurate billing records and OHIP billing codes are provided daily to the Office Manager for reconciliation. • Verify insurance eligibility and documentation for insured services; process payments for uninsured services. • Enter, verify and reconcile transactions such as receivables, cheques and invoices.

Operational support • Assist with implementing office policies, including infection control and safety procedures. • Support other staff (Surgical Coordinator, Office Manager) during peak workload or absences. • Support office operations by ordering and maintaining supplies/products, handling correspondence. • Assist in staff communication, scheduling, and coordination of special projects, contractors or events.

Qualifications: • Completion of a postsecondary diploma in medical office administration or related field, or equivalent experience. • Minimum of 1–2 years’ experience in a medical, surgical, or healthcare office environment preferred. • Strong knowledge of medical terminology, health information management, and billing processes (OHIP and third party payments). • Proficiency in MS Office and electronic medical record (EMR) systems. • Excellent communication, multitasking, and organizational skills. • Ability to maintain professionalism, confidentiality, and accuracy under pressure. • Bilingualism (English/French) or additional language skills considered an asset.

Contract length: Subject to a three month probationary period, full-time indeterminate contract

Schedule: • 8 hour shift • Day shift • Monday to Friday • No weekends

Work Location: In person (Ottawa)

Expected start date: October 2025