Information Assistant (Child, Family and Dental Health)

The Role

Processes and maintains Child, Family and Dental Health program information and provides data support to divisional staff; supports database systems; and acts as the divisional resource in providing training and support to staff in areas of client chart access, and databases.

Duties/Responsibilities

• Processes all incoming referrals for early child health and developmental support programming. Identifies incomplete areas on forms and documentation, follows up with referral sources, as appropriate, and enters data in a timely and accurate manner.
• Responds to inquiries from program clients, parents and caregivers, and community partners and transfers to staff or management for appropriate follow up.
• Inputs information into provincial and departmental electronic medical records (EMR) in a timely manner; monitors client life-cycle and service progression information to determine service activities and discharges to be entered. Identifies inaccuracies in discharged client files and works with program staff to resolve inaccuracies. Identifies un-submitted documentation that is required for timely data entry to management.
• Provides frontline support for application and program inquiries by acting as a point of contact for database and file searches. Generates summary reports and confirmation of client participation in the program.  Under direction of management, assigns and modifies access to end-users and assists staff with accessing database information. 
• Provides on-going functional and technical guidance and training to staff on program related database systems and program documentation, by demonstrating methods or describing work processes. Trains Relief Clerks (PH) in specific tasks and advises management of progress. Provides group and/or one-on-one orientation and training support to new EMR end-users. 
• Monitors end-users’ use of provincial and departmental databases/EMRs to ensure entered data is accurate, complete, and timely. Follows-up with end-users to investigate, reconcile or correct data inconsistencies; provides on-going training and support. 
• Audits client databases and EMRs, and identifies issues/errors encountered and related data discrepancies. Informs management of data quality issues. 
• Identifies and reports client database and EMR problems/errors to management, and contacts the appropriate help desk for resolution of application and/or network errors as directed management.
• Transfers high-risk client information to community agencies, or appropriate persons, as directed by management, or according to established policies and procedures. 
• Files and retrieves client information, creates client charts, and maintains the chart room. Prepares charts and files for storage according to accepted records management practices; determines the location of client charts, as requested by PH staff and external agencies by maintaining an accurate tracking system; works in conjunction with Coordinator, Health Information Management and management, to create policies and procedures for maintaining the chart room, client files and file tracking systems.
• Compiles and mails packaged materials to clients and community partners in a timely manner, as requested. Keeps a record of sent and returned mail and updates client databases and/or EMR to reflect address changes. Maintains inventory of supplies and ordering needs.  
• Works with division staff and provincial representatives to investigate and troubleshoot provincial and local database discrepancies and technical glitches. Assists management to develop, test, troubleshoot, and implement new data entry practices and updated versions of the database. Investigates and corrects duplicate records and analyses information to ensure accuracy.  

Additional Duties/Responsibilities

• Participates in various team meetings as required to provide input into the development of procedures, data entry rules, and program plans. Keeps assigned procedures up to date based on information or instructions provided by program management. Reviews data collection/maintenance procedures and suggests changes.
• Drafts and provides suggestions for edits to procedures, flow charts, and correspondence; develops and prepares forms. Collects and compiles data from databases and manual logs for reporting purposes. 
• Attends program, divisional, and departmental meetings. 
• Receives direction and assignments from Manager; exchanges program information with other management. Has daily contact with departmental staff to verify or exchange information. Advises departmental administration of maintenance problems or required repairs. Clarifies, resolves, follows up on documentation and database problems/issues/concerns; advises staff, managers and ITS of problems or required resolution. 
• Contacts other Health Units and community agencies to verify data and provide information as requested. Has contact with the public to provide information about services offered by the department. 
• Organizes and prioritizes own work daily. Attends to multiple demands and works independently to complete quarterly, monthly and year-end data requirements; refers to Manager regarding situations that cannot be resolved or problems with no defined solution. Uses judgement to appropriately handle sensitive client information. Identifies problems relating to the activity and accuracy of databases and notifies Manager, or appropriate help desk as required. 
• Backs up other divisional administrative staff, as assigned. 
• Performs related duties as assigned.
   

Knowledge, Skills, and Abilities

• Knowledge of office procedures, communication, and math skills acquired through a Grade 12 education plus 2 years of related experience.
• Knowledge of the Child, Family and Dental Health programs and practices, and understanding of electronic medical records (EMRs) and/or other databases. 
• Knowledge of and ability to follow policies, procedures, and related legislation (e.g., Municipal Freedom of Information and Protection of Privacy Act, Personal Health Information and Protection Act).
• Familiarity with medical/technical terminology and abbreviations. 
• Organizational, problem solving, and time management skills to meet ongoing project phases and time-frames, and to work independently and adjust to frequently changing priorities. Mathl skills sufficient to verify data. Ability to identify problems relating to activity and accuracy of the database, and skills to identify and apply appropriate work-around solutions.
• Human relations, communication, interpersonal, tact/diplomacy, and customer service skills to communicate effectively with all levels of staff, and clarify and exchange information; orient, train and support new staff in the use of databases; exhibit a high degree of confidentiality and discretion in handling confidential and/or sensitive information; and participate as an effective team member. 
• Computer skills with ability to use software such as Microsoft Office, EMRs, a document management system, and provincial information systems.
• Ability to read and understand detailed policies and procedures to verify data, program reports, manuals, and resource materials.
• Ability to complete, and verify completion of forms, records and other documentation according to instructions; edit reports, manuals, and resource materials; write procedures manuals and correspondence; complete forms.
• Ability to provide program information to Regional staff, community agencies and institutions, area Municipalities, and the public; interpret and communicate specialized information effectively in order to problem solve issues with other staff.
• Ability to travel to within Waterloo Region.
• Ability to support and demonstrate the Region’s values.