Program Assistant (Clinical)

The Role

Provides customer service to the public, including providing general and specific program information. Provides administrative support for clinical services and to support other divisional needs, as required. Acts as a resource for providing training and support to staff on general clinic operations and related software.

Duties/Responsibilities

• Provides administrative support for clinical services (e.g., correspondence, reports, policy and procedure manuals, resource/promotional materials, agendas, minutes, and confidential client reports).
• Processes fee payments. Secures monies, maintains cash float, prepares receipts/documentation, and forwards to management or Finance. Follows up on outstanding accounts with clients.  
• Greets visitors to clinic waiting rooms to ensure proper sign-in. Provides confidential customer service to the public, including responding to inquiries or directing to appropriate staff, and taking messages. Maintains calendars and schedules appointments for clinics and client interviews and sends reminder calls. Screens clients and collects personal information to determine program eligibility and needs. 
• Creates, maintains, retrieves, and ensures confidentiality and storage of client charts. 
• Enters, tracks, and verifies OHIP claim codes, fixing errors with clinic staff. Produces related reports, and submits approved reports to OHIP. Consults with other staff on changes. 
• Receives and processes patient laboratory results, and sends positive results to staff for follow-up.  Extracts information from client charts and enters to database.  
• As records assistant, maintains information management systems and follows access and privacy procedures. Provides related training to management and staff. Prepares records for storage, disposal, and archiving. Assists with implementing personal information handling practices, responds to inquiries, and develops or updates schedules and manuals. 
• Explains processes, forms, and monitors and reports immigration status of clients under tuberculosis medical surveillance, with other staff. Receives and follows up on unreturned forms, x-rays, and lab reports. Books referral appointments as requested by Respirologist. Maintains related records.  
• Routes lab specimens to appropriate lab or courier to ensure timely receipt. Processes mail. Arranges medical waste pickup.
  Observes clients for adverse reactions post-immunization. 
• Assists in monitoring emergency alarms in clinic rooms, and notifies management and security as needed.  Assists to evacuate clinics during emergencies as needed.
• Recommends new and revised administrative policies, procedures, systems, and protocols for the program and/or clinic services.  
• Trains and provides troubleshooting assistance to staff using software systems and office equipment.  
• Participates on committees and working groups.
• Coordinates and obtains quotes, and processes purchase requisitions for medical supplies as requested by nurse. Works with the Program Assistant (Director/Divisional Support) to ensure the ordering of material, equipment, and supplies for the clinic. 
• Holds keys to open and close rooms, and monitors to ensure privacy. Stores and signs out equipment. Arranges servicing of office equipment. Tidies, stocks, and arranges for clinic and waiting room repairs and cleaning.
• Backs up other program assistants and receptionist as required.
• Performs related duties as assigned.
   

Knowledge, Skills, and Abilities

• Knowledge of office and administrative procedures, keyboarding, and communications skills normally acquired through a Grade 12 education plus 2 years of related experience.
• An annual influenza immunization is required, as directed by the Department.
• Familiarity with medical technical terminology and abbreviations. 
• Knowledge of and ability to comply with policies, procedures, regulations, and legislation (e.g., privacy). 
• Knowledge of programs and services offered, and community contacts for client referrals. 
• Ability to demonstrate confidentiality and discretion in handling personal and sensitive material.
• Communication and human relations skills to provide program information to clients, staff, community agencies, area municipalities, and the public; relate effectively and assess needs of clients and members of the public who may be upset or in crisis; and participate as an effective team member.  
• Organizational skills to work independently and in a team environment, adapt to frequently changing priorities, and handle multiple tasks and interruptions while providing customer service.  
• Computer skills with ability to use software skills such as Microsoft Office.
• Ability to read program reports and manuals. Ability to collect, compile, and report information.
  Ability to prepare preliminary information on lab requisitions; write procedure manuals and program correspondence using proper technical/medical terminology; complete forms; and maintain records, messages, lists, and data.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.