Centralized Programs Agent – Immigration / OIS

Job summary

The agent is responsible for managing patient referrals, third-party requests, and physician panel management while ensuring compliance with privacy laws. They handle inbound and outbound communications to notify patients of appointments and track outstanding referrals.

Job details

Job Location: Clinic Support Office (CSO) - Edmonton, AB Job Type: Full-Time Experience Level: Entry Level Schedule: Days COMPANY INFORMATION: Looking to make a difference? Looking to join an incredible team? Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario. Regardless of your role, you will be an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. Medicentres is seeking to change the way healthcare is delivered in Canada by using technology to improve the patient experience. By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters. JOB PURPOSE: Reporting to the Centralized Programs Manager; the Centralized Programs Team (CPT) is responsible for providing exceptional customer service to patients, staff, and physicians through the operation of centralized programs. The CPT is in place to manage all aspects of patient referrals, third party requests and physician panel management while adhering to guidelines and governing laws provided by the Freedom of Information and Protection of Privacy Act, the Health Information Act and the Colleges of Physicians and Surgeons of Alberta, Manitoba and Ontario. In addition, the CPT is expected to assist with the execution of the organization’s strategic objectives as it relates to Centralized Programs. PRINCIPAL RESPONSIBILITIES: * Processing and sending referrals to internal and external specialists, diagnostic testing sites, and Hospitals. * Attaching appropriate clinical information to referrals prior to sending. * Notifying patients of their appointments and any special instructions via telephone, mail or email. * Tracking of outstanding referrals and follow-up on pending referrals within recommended timeframes. * Third party requests for patients and physicians. * Handling questions/concerns in a friendly and effective manner in accordance with our customer service standards. * Processing panel management requests and notifying patients of their appointments. * Friendly and effective communication with all clinic staff, physicians, and patients. * Inbound and outbound call monitoring and response. * Record and document management. * Meet daily targets provided by the Centralized Programs Manager. * Awareness of the organization’s Core Purpose and Core Values and performing to these Core Values daily. * Perform other duties as assigned. KNOWLEDGE, SKILLS AND EXPERIENCE: * 1-2 years in a Medical Office Assistant position. * Experience with EMR software is preferred. * Exceptional customer service skills. * Proven ability to handle confidential information in compliance with regulated guidelines. * Excellent communication skills in English; other languages are an asset. * Experience with Microsoft Office Suite. We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted. Please note, AI may be used in the selection and recruitment process.

What you’ll do

The agent is responsible for managing patient referrals, third-party requests, and physician panel management while ensuring compliance with privacy laws. They handle inbound and outbound communications to notify patients of appointments and track outstanding referrals.

Requirements

Candidates should have 1-2 years of experience as a Medical Office Assistant and proficiency with Microsoft Office Suite. Experience with EMR software and exceptional customer service skills are preferred.

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Medical Office Administration
• EMR Software
• Customer Service
• Confidentiality Management
• English Communication
• Microsoft Office Suite
• Patient Referral Processing
• Record Management
• Patient Referral
• Outbound Calls
• Inbound Calls
• Document Management
• Healthcare Industry Knowledge
• Strategic Objectives
• Effective Communication
• Artificial Intelligence
• Management
• Hospital Information Systems
• Communication
• CPT Coding
• Electronic Medical Record
• English Language
• Health Care Industry
• Medical Office Procedures
• Microsoft Office

Job areas

• Healthcare
• Administrative
• Customer Service & Support
• Specialized Programs Teacher Assistant
• Front Office Assistant
• Administrative and Executive Secretaries
• Secretaries and Administrative Assistants, Except Legal, Medical, and Executive