Position: Clinic Clerical Assistant

Job ID: 3930

Program: Out-Patient Medicine

Department: Medical Clinics/AIM

Status: Temporary Part Time (12 months)

Role Level: Admin/Clerical (AC03) $24.17- $30.18

Site: Queensway Health Centre* and other sites as needed

Hours of Work/Shifts: Mon-Sat 0600-1800, 0630-1830, 0600-1400,1400-2200

Posted: September 18, 2025

Internal Deadline: September 25, 2025

*The location of any position may change as per operational needs

The Department Clinic Clerical Assistant (CCA) for Outpatient Medicine provides clerical support for reception; new referrals processing and information management; patient administrative services, ensures the clerical administration and operation of the patient services department/group of clinics; and performs other duties consistent with the job classification as required.

Job Duties and Responsibilities

Reception (Patient/People Engagement/Experience)

• Greets visitors, staff, professional staff, learners and volunteers, directing them to appropriate personnel and/or destination/room, providing assistance as required.
• Registers patients, confirming/validating patient demographic, insurance (including OHIP) and other required information as appropriate.
• Explains hospital/department policy and procedures to patients, visitors, staff, professional staff, learners and volunteers as necessary (including infection prevention and control).
• Answers the telephone, sends/receives faxes, responding to enquiries within scope of authority, or directing to most appropriate person.

New referrals processing and information management

• Receives and logs incoming referrals, reviews for completion, follows up as required
• Enters patient information and appointments into Epic including booking appointments
• Assists new patients completing required questionnaire, responding to questions within scope of authority
• Ensures patient discharges are processed and charts are properly disseminated to send to Health Records as required

Patient Administrative Services

• Coordinates and manages patient information, facilitates communication, and ensures a smooth flow of information for effective patient care.
• Update patient demographics (e.g. add contacts and relationship).
• Collects information for registration, billing and accommodation
• Navigating patient and family questions and feedback, escalating any concerns out of scope to appropriate personnel/management.
• Books outpatient new and follow up appointments, triaging referrals as Cancels appointments and follows up with patients for rescheduling of visit.
• Explains test/visit preparations as required within scope of authority
• Liaises with internal departments and external regional programs, healthcare facilities and partners to book/cancel tests, appointments, follow up on missing results, etc.
• Books interpreters for patients as needed
• Arranges for transportation for patients as required (e.g. those staying in nursing homes).
• Notifies appropriate personnel of patient movement, cancellations, appointments and other patient information in a timely and accurate manner.

Clerical Administration and Operation of the Department

• Creating and managing Physician booking as required.
• Orders requisitions and maintains office/medical supplies; counts and labels inventory as required.
• Processes routine financial transactions including unit supply/inventory purchase and charges for services/items not covered by patient's healthcare plan and provides invoice. Liaises with Accounts Receivable as required (TBC).
• Attend and contribute to unit huddles
• Complete unit checklist
• Open, sort and distribute incoming mail and other materials
• Takes, prioritizes and relays messages for staff and/or Locates staff, pages healthcare professionals as required.

Scheduling, Timekeeping & Payroll Support Specific Job Duties and Responsibilities

• Supporting staff and leadership in into the scheduling and timekeeping system and finding the information as required
• Liaising with the assigned Scheduling Clerk(s) to ensure alignment between the unit and the Workforce Management Office (WMO) on staffing.
• Accessing schedule(s) for the unit as required to address inquiries by staff, leaders, professional staff and learners

Epic-Specific Job Duties and Responsibilities

• Update patient demographics entered in EPIC, ensuring all contact information is current including verification of all telephone numbers and address, family doctor and emergency contacts.
• Scheduling and coordination of follow-up care appointments for patients
• Initiate service task requests in EPIC (e.g. Blood work specimen delivery, stretcher requests)
• Updating primary care provider (PCP) contact information
• Supports others in Epic with functionality.

Other General Duties and Responsibilities (all listed may not be applicable to all units/programs)

• Makes reminder phone calls for next day appointments
• Scans information as required
• Consult follow ups and tracking response times for possible escalation
• Enters data including appointment requests
• Compiling transfer paperwork for receiving hospital /facility.
• May be required to stock unit carts and/or supply areas
• Updating assignment sheets
• Take minutes at unit huddles
• Provide support for the Clinical/Team Leader or Charge Nurse
• Orders all government forms for different scenarios
• Adapts to a dynamic work environment by undertaking cross-functional responsibilities and additional duties in alignment with the job classification, ensuring comprehensive support as needed
• Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner.

Qualifications

Educational Qualifications

• High school diploma or equivalent; additional education or certifications in healthcare administration is a plus
• Post-secondary education, such as an associate degree or coursework in healthcare administration or a related field
• Medical terminology course or equivalent experience preferred.
• Professional Experience
• Preferred candidates may have 1-2 years of experience in an administrative
• Familiarity with healthcare environments including exposure to patient interactions and interdisciplinary clinical teams is advantageous.
• Experience in a customer service role is desirable, especially if it involved interactions with patients, families, and healthcare professionals.

Skills and Competencies

• Proficiency in basic computer applications and familiarity with Epic
• Customer service-oriented with a friendly and professional demeanor
• Strong time management and organizational skills
• Excellent verbal and written communication skills
• Team player with the ability to collaborate effectively
• Detail-oriented with a high level of accuracy in data entry tasks
• Ability to adapt and handle changing priorities in a dynamic work environment
• Equipped to have necessary conversations with patients and families

To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca

Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.

Candidates are selected on the basis of their skill, ability, experience and qualifications.

Where these factors are relatively equal seniority shall govern providing the successful applicant.

Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

Trillium Health Partners is identified under the French Language Services Act.

We thank all those who apply but only those selected for further consideration will be contacted.