Administrative Services Lead

Job summary

The Administrative Services Lead provides day-to-day leadership and oversight for clerical teams supporting specialty clinics, ensuring efficient patient registration, scheduling, and referral processing. This role also focuses on workflow optimization, staff coaching, and monitoring performance indicators to maintain high standards of service delivery.

Job details

Overview and Purpose of the Role Reporting directly to the Manager, Clinic Operations, the Administrative Services Lead provides day-to-day leadership and oversight of the clerical team supporting the 19 specialty clinics within Schroeder Ambulatory Centre. The role is accountable for the effective coordination of patient registration, centralized referral processing, appointment scheduling, physician administrative support, workload allocation, and front-line clerical operations to ensure efficient, timely, and patient-centred service delivery. The Administrative Services Lead provides direct supervision, coaching, and performance support to administrative staff while promoting standardized processes, operational excellence, and exceptional customer service. Working collaboratively with the RN Team Lead, physicians, and the interdisciplinary team, the Lead supports the efficient day-to-day operation of the specialty clinics by coordinating administrative resources, resolving operational issues, implementing workflow improvements, and strengthening patient access across all clinic services. Key Duties & Responsibilities: Provide day-to-day Administrative and Clerical leadership for all booking and registration staff by: * Coordinating daily workflow across registration, scheduling, referral processing, scanning, and front desk services. * Assigning workloads based on clinic priorities, referral volumes, staffing levels, and operational demands. * Monitoring clerical staff efficiency and balancing workloads throughout the day. * Providing coaching, mentoring, and real-time support to clerical staff. * Conducting orientation and training for new employees. * Monitoring attendance and daily staffing coverage. * Identifying operational risks and escalating concerns to the Clinical Manager. * Participating in recruitment, onboarding, and probationary evaluations. * Supporting performance management in collaboration with the Clinical Manager. Booking & Scheduling Services: Lead centralized booking operations across all specialty clinics by: * Overseeing daily appointment scheduling. * Monitoring physician templates and clinic utilization. * Ensuring booking accuracy and adherence to clinic-specific scheduling guidelines. * Coordinating schedule changes, clinic cancellations, and physician availability. * Managing same-day cancellations and optimizing appointment fill rates. * Supporting virtual and in-person clinic scheduling. * Monitoring appointment availability and identifying capacity issues. * Collaborating with the Patient Access and Referral Specialist to address booking backlogs. Oversight of Registration Desk(s): * Coach employees on booking practices, customer service and workflows. * Conduct regular quality audits and provide feedback. * Assist with performance improvement plans as required. * Support staff education, orientation and cross-training initiatives. * Foster a respectful, collaborative, and inclusive workplace. Quality Improvement & Process Optimization: * Standardize booking and registration workflows. * Develop and maintain clerical procedures, tip sheets, and work instructions in collaboration with the RN Team Lead and Clinic Manager. * Support implementation of new technologies and scheduling processes. * Assist with policy and procedure development related to administrative services. Data & Performance Monitoring: Monitor and report on key Performance Indicators (KPI’s) including: * Booking & Registration accuracy * Referral turnaround (in collaboration with the Patient Access & Referral Specialist) * No-show and cancellation rates * Waitlist performance * Perform additional duties and undertake special projects as assigned Corporate Responsibilities: * Participate in all mandatory training requirements and work in compliance with the Occupational Health and Safety Act and Regulations, Schroeder Ambulatory Centre Policies and Procedures, as well as established industry guidelines. Education, Skills & Qualifications: * Minimum five (2) years' experience in ambulatory clinic administration or patient scheduling. * Minimum two (2) years in a lead or supervisory administrative role leading teams in a healthcare environment. * Experience supporting multi-specialty ambulatory clinics. * Diploma or Degree in: Medical Office Administration, Office, Bachelors of Health Program, Administration-Health Services or Medical office Practices (asset) * Experience with physician scheduling and centralized booking. * Expertise in appointment scheduling and physician template management. * Expert knowledge of referral and registration processes. * Excellent knowledge of medical terminology. * Excellent verbal and written communication skills with the ability to can tailor writing to specific audiences and purposes and writes clear, concise, and well-structured documents * strong organizational skills to manage multiple projects and deadlines simultaneously and ability to meet deadlines * Superior interpersonal skills including the ability to work effectively in a team environment * Ability to make independent decisions on moderately complex issues that impacts team or project outcomes * Makes independent decisions and solves problems without direct supervision and leads and mentors junior team members * Responsibility for maintaining strict confidentiality and complying with data privacy regulations * Ability to analyze problems, develop solutions, and implement effective solutions * Ability to to lead, delegate tasks and motivate team members * Computer proficiency in MS Office (Word, Excel, Outlook) and EMR systems (Meditech expanse, Accuro) * Satisfactory passing of a criminal record check/vulnerable sector check * Provide proof of Immunization and TB records Join Our Team: Schroeder Ambulatory Centre is a non-profit medical facility dedicated to enhancing the quality of life for Ontarians through accessible, outpatient healthcare. The Centre will offer a comprehensive range of clinical, diagnostic, and surgical services in alignment with its mission to reduce pain, improve mobility, and streamline healthcare delivery. In collaboration with hospital and academic partners, Schroeder Ambulatory Centre aims to strengthen public health capacity and drive innovation in care, ensuring a more efficient and compassionate healthcare experience for the community. At Schroeder Ambulatory Centre, we are committed to fostering an inclusive and accessible recruitment experience for all candidates. If you require accommodations at any stage of the hiring process due to a disability or medical condition, please let us know. We will work with you to ensure your needs are met in a respectful and confidential manner. We appreciate all applications; however, only those selected for an interview will be contacted. This posting is for a current vacancy.

What you’ll do

The Administrative Services Lead provides day-to-day leadership and oversight for clerical teams supporting specialty clinics, ensuring efficient patient registration, scheduling, and referral processing. This role also focuses on workflow optimization, staff coaching, and monitoring performance indicators to maintain high standards of service delivery.

Requirements

Candidates must have at least two years of experience in a lead or supervisory administrative role within a healthcare environment and a minimum of two years in ambulatory clinic administration. A diploma or degree in a relevant field such as Medical Office Administration is considered an asset.

Listed skills

• Customer service · Preferred
• Quality assurance · Preferred
• MS-Office · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Clinic administration
• Patient scheduling
• Team leadership
• Staff supervision
• Workflow optimization
• Medical terminology
• Performance management
• Data monitoring
• Customer service
• Meditech expanse
• Accuro
• MS Office
• Referral processing
• Physician template management
• Quality assurance
• Mentorship
• Communication
• Key Performance Indicators (KPIs)
• Performance Management
• Templates
• Management
• Operations
• Coordinating
• Workflow Management
• Operational Excellence
• Employee Coaching
• Leadership
• Innovation
• Microsoft Excel
• Team Leadership
• Data Privacy
• Microsoft Outlook
• Organizational Skills
• Microsoft Office
• Coaching
• Interpersonal Communications
• Occupational Safety And Health
• Customer Service
• Auditing
• Balancing (Ledger/Billing)
• Administrative Support
• Clerical Works
• Ability To Meet Deadlines
• Confidentiality
• Quality Improvement
• Compassion
• Employee Onboarding
• Talent Recruitment
• Office Administration
• Process Optimization

Job areas

• Healthcare
• Management & Leadership
• Administrative
• Customer Service & Support
• Administrative Service Representative
• Healthcare Administrator (General)
• Health Service Managers
• Medical and Health Services Managers