Centralized Programs Agent (Call Centre)

Position Title: Centralized Programs Agent
Job Location: Clinic Support Office, Hybrid (2 days in office, 3 from home)
Job Type: Full-Time Monday to Friday, Entry Level (8:00am - 4:30pm)
Last Updated: February 2025

Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario. Regardless of your role, you are an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters.

JOB PURPOSE:

Reporting to the Centralized Programs Manager; the Centralized Programs Team (CPT) is responsible for providing exceptional customer service to patients, staff, and physicians through the operation of centralized programs. The CPT is in place to manage all aspects of patient referrals, third party requests and physician panel management while adhering to guidelines and governing laws provided by the Freedom of Information Act and the College of Physicians and Surgeons of Alberta, Manitoba, and Ontario. In addition, the CPT is expected to assist with the execution of the organization's strategic objectives as it relates to Centralized Programs.

PRINCIPAL RESPONSIBILITIES:

• Processing and sending referrals to internal and external specialists, diagnostic testing sites, and hospitals.
• Attaching appropriate clinical information to referrals prior to sending.
• Notifying patients of their appointments and any special instructions via telephone or mail.
• Tracking of outstanding referrals and follow-up on pending referrals within recommended timeframes.
• Third party requests for patients and physicians.
• Handling questions/concerns in a friendly and effective manner in accordance with our customer service standards.
• Processing panel management requests and notifying patients of their appointments.
• Friendly and effective communication with all clinic staff, physicians, and patients.
• Inbound and outbound call monitoring and response.
• Record and document management.
• Meet daily targets provided by the Centralized Programs Manager.
• Awareness of the organization's Core Purpose and Core Values and performing to these Core Values daily.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS, AND EXPERIENCE:

• 1-2 years in a Medical Office Assistant position is an asset.
• 1-2 years in a customer service role.
• Experience with Med Access software is preferred.
• Exceptional customer service skills.
• Provided ability to handle confidential information in compliance with regulated guidelines.
• Excellent communication skills in English; other languages are an asset.
• Experience with Microsoft Excel and Word.

CONTEXT AND ENVIRONMENT:

• Ability to work in a fast-paced environment.
• Ability to sit for prolonged periods.
• Ability to work from home effectively and manage time appropriately.

INTERNAL COMMUNICATIONS:

• Clinic Managers and staff
• Operations Team
• Physicians
• IT Technicians

EXTERNAL COMMUNICATIONS:

• Specialist Offices
• Diagnostic Imaging Sites
• Hospitals
• Patients

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Final candidates for this position may be required to undergo a security screening, including a criminal records check. To learn more about us, visit www.medicentres.com