Patient Access Representative – Emergency Room Front Desk

About the Company

Oak Valley Health is a leading community healthcare provider dedicated to delivering high-quality, patient-centered care. We operate two hospitals, Markham Stouffville Hospital and Uxbridge Hospital, along with several community programs. We are committed to fostering a supportive and inclusive environment for our staff, where professional growth and development are highly valued. Join our team and contribute to a healthier community.

Job Description

We are seeking a dedicated and compassionate Patient Access Representative to join our Emergency Room Front Desk team at Markham Stouffville Hospital. In this crucial role, you will be the first point of contact for patients and visitors entering the emergency department, providing essential administrative support and ensuring a smooth and efficient patient registration process. Your ability to maintain composure in a fast-paced environment, coupled with excellent communication skills, will be vital in delivering exceptional patient experiences during often stressful times. This position requires a professional who is detail-oriented, empathetic, and committed to upholding the highest standards of patient care and confidentiality. Full training on our systems and protocols will be provided.

Key Responsibilities

• Greet patients and visitors to the Emergency Department with professionalism and empathy.
• Accurately collect and verify patient demographic, insurance, and medical information.
• Process patient registrations, admissions, and transfers efficiently using hospital information systems.
• Explain hospital policies, procedures, and consent forms to patients and their families.
• Direct patients to appropriate areas within the emergency department.
• Handle incoming phone calls, inquiries, and provide general information.
• Maintain patient confidentiality and adhere to all privacy regulations (e.g., PHIPA in Ontario).
• Collaborate effectively with clinical staff, physicians, and other hospital departments.
• Manage waiting room flow and communicate wait times as necessary.
• Collect co-pays or other payments as required and process financial transactions accurately.

Required Skills

• High school diploma or equivalent.
• Minimum 1 year of experience in a customer service or administrative role, preferably in a healthcare setting.
• Proficiency with computer systems and data entry.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a compassionate and patient-focused approach.
• Ability to work effectively in a fast-paced, high-stress environment.
• Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.

Preferred Qualifications

• Post-secondary education in Medical Office Administration or a related field.
• Experience with hospital information systems (e.g., EPIC, Meditech).
• Familiarity with medical terminology.
• Bilingualism (English plus a second language common in the Markham community) is an asset.

Perks & Benefits

• Comprehensive health and dental benefits package.
• Pension plan contributions.
• Paid time off and holiday pay.
• Opportunities for professional development and continuous learning.
• Employee assistance program.
• On-site parking.
• A supportive and collaborative team environment.

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