Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Hourly - Front Counter 1 (Gr2)

Job Title

Patient Portal Support Assistant

Department

Dental Clinic | Faculty of Dentistry

Compensation Range

$27.23 - $27.90 CAD Hourly

Posting End Date

October 2, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

March 31, 2026

This is a part-time term position.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary
The Patient Portal Support Assistant plays a vital role in supporting the rollout of the Faculty of Dentistry’s new patient portal and online payment system for patients by providing education, training, and ongoing support.

• This is a temporary term position.

Organizational Status
This position provides in-person, patient-facing support, primarily in the clinic’s waiting area, guiding patients through portal registration and usage. This position ensures that patients understand how to navigate digital tools, access their health information, and complete secure payments with confidence and ease. The Assistant serves as a bridge between patients and technology, ensuring equitable access, troubleshooting technical issues, and encouraging adoption of digital solutions.

In addition to direct technical assistance, the Assistant will observe and assess patients’ comfort with digital tools, helping identify language or accessibility barriers, common friction points, and overall digital readiness – particularly among seniors and digitally hesitant users. Their presence contributes to a smooth onboarding experience and helps shape future support materials and improvements.

Work Performed

• Patient Education & Onboarding

o Introduce and guide patients through the use of the clinic’s online portal and digital payment platforms.

o Conduct one-on-one or group orientations in-person, by phone, or virtually to support digital adoption.

o Troubleshoot common issues and answer patient questions such as password resets and navigation.

o Provide friendly, approachable support to those unfamiliar with digital technology.

o Create and distribute user-friendly guides, FAQs, and step-by-step instructions with use of clinic tablets/laptop if needed, while encouraging independent usage where possible.

• Digital Literacy, Technical Support & Troubleshooting

o Gauge patient comfort levels with technology through observation and dialogue.

o Identify barriers, accessibility issues or design friction points in real-time.

o Respond to patient inquiries related to login issues, navigation problems, or payment errors.

o Collaborate with IT or vendor support teams to resolve patient-facing technical issues.

o Escalate unresolved issues when necessary and follow through to ensure resolution.

• Digital Engagement & Communication

o Promote awareness of the digital tools through clinic signage, emails, and conversation at reception.

o Provide feedback from patients to help optimize the user experience and identify common pain points.

• Data Privacy & Security

o Educate patients on best practices for protecting personal health information online.

o Ensure digital access complies with relevant privacy laws and clinic policies.

• Reporting & Process Improvement

o Track usage rates, support needs, and patient feedback to inform process improvements.

o Participate in staff meetings with the Clinic Manager, Clinic Administrator, Project Manager, and IT team to share trends, challenges, and solutions.

o Help refine patient-facing material and suggest improvements based on observed behavior.

• Patient Support Back up

• Provides backup coverage for patient records management to ensure continuity of service.

• Retrieves and supplies records promptly to support clinical operations and patient care.

o Performs other related administrative tasks as needed or assigned.

Consequence of Error/Judgement
Errors may impact the patient and their health records, and impact the reputation of the Clinic.

Supervision Received
Works independently under general supervision.

Supervision Given
N/A

Minimum Qualifications
High School graduation, plus one year of related experience, or an equivalent combination of education and experience.

Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.

Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

• High school diploma or equivalent; post-secondary education in health administration, communications, or IT is an asset.
• 2+ years of experience in a healthcare support, dental, or customer service role.
• Comfortable with digital platforms, online payment systems, and patient portals.
• Strong verbal and written communication skills, with the ability to explain technology in a patient-friendly and empathetic demeanor.
• Ability to explain technology clearly to non-technical audiences.
• Excellent problem-solving and interpersonal skills.
• Familiarity with privacy legislation (e.g. PIPEDA, PIPA, PHIPA, HIPAA) is preferred.
• Multilingual abilities are an asset, especially in serving diverse communities.