Part of WSAudiology group, HearCanada bolsters a world-class team of hearing care professionals/pioneers who share a passion for providing Wonderful Sound for All. With 60% of the Canadian population experiencing a type of hearing health issue in 2021, our teams are passionate about providing an exceptional client experience through their hearing journey, going above and beyond to provide relevant and meaningful solutions.

We are growing and searching for a Medical Secretary  to join our team! In this role, you will be responsible for supporting administrative and reception functions within HearCanada’s ENT (Ear Nose and Throat) clinic operations. This is a fast-paced role requiring attention to detail, confidentiality, and professionalism in dealing with high volumes of patients Monday to Friday 8:00am-4:30pm.

What you'll do:

As a Medical Secretary, your primary responsibilities may include, but will not be limited to, the following:

Act as the key point of contact for patients and maintain a welcoming clinic environment:

• Act as the key point of contact for patients visiting the clinic by welcoming them to the clinic, maintaining a safe and welcoming environment, and answering their questions.
• Handle phone calls, return messages, and answer email and chat correspondence in a professional and efficient manner.
• Collaborate with clinic staff and clinic leadership for patient escalations and for special requests with the goal of meeting patients’ unique needs.

Maintaining clinic and surgical schedules;

• Reschedule patient cancellations and follow up on missed appointments.
• Schedule high volume in-clinic appointments and surgical appointments, including for offsite surgeries and procedures.
• Make reasonable efforts including calls, SMS, and email contact with clients needing recall examinations, missed appointments rescheduled, or follow up appointments.
• Contact referral patients in a timely manner to schedule appointments.
• Collaborate with ENT Specialists for special appointment requests.
• Provide patients with necessary information for appointments and procedures to ensure a positive patient experience, including parking options, clinic-specific information and access points, estimated appointment durations, and any required.
• Maintain relationships with referring physicians’ offices.
• Book diagnostic appointments and submit referrals
• Perform high volume call-ahead reminders

Perform administrative tasks;

• Maintain patient files, both virtually and physically.
• File patient records and code files.
• Process forms, medical letters, reports, charts, and files in the appropriate systems.
• Order supplies for the clinic, including office supplies, personal protective equipment, and medical equipment.
• Operate general office equipment including fax machines, scanning machines, phone systems, computers, and printers; collaborate with IT as necessary for troubleshooting and repair requirements.
• Handle and sort mail and packages (ingoing and outgoing).
• Use the EMR (electronic medical record) system to enter patient information; keep accurate records within the EMR for reporting and compliance.
• Attend company, district, and clinic meetings, both virtually and in-person as scheduled.

Participate in required training and development activities:

• Attend required initial and ongoing company and government-mandated training which can include, but is not limited to, health and safety training, policy training, and standard operating procedure training.
• Stay abreast of industry changes to best support clients with questions
• Perform other duties as assigned within the scope of the role
• Provide some infrequent coverage for other HearCanada clinics based on business needs

What we are looking for:

Education, Certifications & Experience:

• Completion of secondary school or equivalency is strongly preferred; equal consideration will be given to those with some secondary school education and relevant experience.
• Certifications or post-secondary education in a relevant field such as Medical Office Administration, Medical Terminology, Unit Clerk, Office Administration, and/or health care would be considered an asset.
• 2+ years of experience in a Medical Secretary (or similar) capacity.
• Experience in a high-volume clinic or office setting handling competing priorities.
• Experience in a multi-physician office, specialist office, or ENT office is preferred.

Knowledge, Skills & Qualities:

• Efficient communication skills in the English language, both verbal and written.
• Energetic and professional demeanor with the ability to establish relationships with patients and team members.
• Knowledge of local healthcare referral sources and the Ontario provincial healthcare system is a bonus.
• Ability to prioritize based on urgency and handle competing tasks in a busy environment.
• Comfortability in leveraging various tools including Microsoft Outlook, Microsoft Teams (or other video conferencing/chat platforms), Microsoft Excel (basic for reporting and data), and multi-line phone systems.
• A high level of confidentiality is required.
• Comfortability in making a high volume of phone calls is required due to the nature of the role.
• Strong alignment with WS Audiology values and our mission to deliver Wonderful Sound for All .

Other:

• This is an onsite, in-clinic position with our partnership ENT clinic.
• The working conditions for this position are standard for an office environment and can involve periods of sitting and bending. Some moderate lifting for packages could be required (less than 50lbs).
• Work authorization to work in Canada without sponsorship is required.
• Ability to pass or satisfy a national Criminal Background Check is required.

What we offer:

• Starting hourly compensation of $23-$25/hour + an attractive bonus program
• Benefits - including health, dental, vision + a healthcare spending account, starting on day one of hire
• RRSP matching program
• Generous time off policies including 3 weeks of vacation, 7 paid personal days, + 1 paid volunteer day
• Training + education opportunities
• Friends and family discounts + our employee perk program

HearCANADA is committed to fair and accessible employment practices, and we welcome and encourage applications from candidates with disabilities. Accommodations are available on request for candidates taking place in all aspects of the selection process.