Clinical Support Specialist

This position has a term length of one year plus one day from the date of hire.

Location - This role is in-person. Work primarily takes place at North Campus, Edmonton.

Reporting to the Administrative Team Lead, this position plays an important role in providing clinical support throughout the University Health Centre (UHC). Key administrative responsibilities include patient registration, supporting patient flow, records management, responding to patient inquiries, and completing referrals to specialists.

Incumbents maintain a working knowledge of each of these areas, with a primary focus on one area on any given day. With approximately 53,000 patient visits managed annually, this position is critical to supporting the efficient movement and management of patients throughout the clinic and contributing to a positive patient experience.

The position also requires a working knowledge of the Health Information Act (HIA) and Freedom of Information and Protection of Privacy (FOIPP) to ensure patient privacy requirements are consistently upheld across all aspects of clinic operations and patient service support.

Patient Management

• Provide patient support services to the University Health Centre patients and the general public.
• Provide clinical support for patients, nursing team, physicians and specialists.
• Ensure that the medical inventories are maintained and prepared for nursing and physician team use.

Reception

• Greets and registers patients in a professional and friendly manner and addresses any administrative questions that may arise from the patient during the registration process.
• Communicates with patients on the services provided by UHC as well as the benefits of having a family physician.
• Enters and updates all patient information into the clinic’s electronic medical record (EMR) system, ensuring information is accurate and complete.

Appointment Management

• Answers patient phone calls and ensures inquiries are managed in a timely manner.
• Book appointments for UHC physicians, specialist services, specialized procedures and Health Science immunizations.
• Utilizes Online Booking & Patient Communication (secure messaging) for physician appointments, immunization appointments, and medical records requests.

Patient Records Management

• Manages and maintains all UHC patient records.
• Processes requests for patient records in a timely and accurate fashion.  Ensures all requirements for the release of files are met along with UHC privacy and records management policies.
• Adheres to UHC Emergency Response policies in addressing any security issues that may arise in the clinic and ensures appropriate action is taken.

Referrals

• Provides administrative medical support services to the physicians.
• Collaboration with Edmonton O-day’min PCN Referral Coordinator.
• Maintains a current electronic address book of all the health professionals within the UHC’s EMR system.

• High School Diploma or equivalent.
• Medical Terminology certification.
• Level I CPR and First Aid.
• Administrative experience in a medical facility or a minimum of two years of office experience.
• Experience in dealing with the public and/or reception experience.
• Experience with blood pressure machine and urinalysis equipment.
• Excellent organizational and time-management skills.
• Must be up to date on immunizations.
• Medical Device Reprocessing in Community Settings Certification would be an asset.
• WHMIS training would be an asset.
• Medical Office Assistant certification would be an asset.
• Experience with an Electronic Medical Records system, preferably QHR Accuro, would be an asset.
• Infection Prevention training would be an asset.

Application Instructions

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This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.