Intake Coordinator

Duration: Full Time Department: Intake

Summary

The Intake Coordinator is responsible for scheduling and coordinating appointments, telephone calls and trials with clients and physicians. This position ensures that client specific requirements for provider specialty and location are met and that all auxiliary services are arranged.

Responsibilities

  • Processes referrals and enters information into IME Centric accurately and efficiently.
  • Schedules examinations through IME Centric or office specific system database(s).
  • Schedules and confirms appointment dates and times with physicians’ offices.
  • Communicates with clients regarding appointment scheduling, physician CV’s, appointment changes, no shows and cancellations.
  • Prepares and sends exam notification letters to clients and assessors.
  • Communicates with physicians, clients and or examinees regarding any schedule changes and reschedules assessments when required.
  • Coordinates auxiliary services such as interpretation, chaperones, transportation, and or exam site rentals when needed.
  • Ensures the appropriate steps are taken to cancel and/or reschedule services upon appointment change or cancellation.
  • Schedules pre and post-IME telephone conferences with assessors and clients.
  • Canvases, coordinates and schedules trials with assessors and clients.
  • Proactively requests assessment dates and availability from specialists, works to grow assessor roster and follow through with assessor recruitment.
  • Handles and responds promptly to incoming calls, e- mails or faxes from physicians or clients requesting report status and/or information.
  • Works to grow the e-blast client recipient list. Updates and sends e-blast weekly.
  • Works as a resource to support management in data collection and analysis for business development and other tasks, uses internal software and excel. Communicates and presents data clearly.
  • Assists clients with portal set up and support. Problem solves as needed.
  • Provides support and/or coverage to satellite offices as needed.
  • Arrange lodging and or transportation for out-of-town examinees, assists with directions, etc.
  • Monitors ques and conducts client follow ups as necessary.
  • Monitors assessors standing with the BC College of Physicians and reviews CANLII for updated rulings.
  • Supports management in preparation and attendance of tradeshows.
  • Processes mail, deliveries and shipments as needed.
  • Communicates efficiently with other departments and assists as needed.
  • Participate in various educational and or training activities as required.
  • Provides coverage for front desk during lunch breaks and vacations.
  • Answers main phone and handles or transfers calls when reception is on the other line.
  • Assist with office duties as required, including exam room prep and office maintenance.
  • Perform other duties as assigned.

Qualifications

  • Ability to handle multiple phone lines with heavy call volume.
  • Ability to operate computer, fax, copier, scanner, and telephone.
  • Competent with Microsoft Office Suite (Outlook, Word, Excel specifically), experience with Adobe is an asset.
  • Competent in email, telephone and other verbal communications. Able to maintain professionalism at all times. 
  • Must be able to type a minimum of 35 W.P.M
  • Ability to follow instructions and respond to management’s directions accurately.
  • Demonstrates accuracy, thoroughness and attention to detail. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.
  • Must be able to multi-task and prioritize work efficiently. 
  • Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
  • Ability to identify issues and escalate appropriately.
  • Ability to handle complex, emotionally charged situations in person and on the phone. 
  • Must be able to work independently and use time efficiently.
  • Must be able to handle sensitive information and maintain confidentiality.
  • Must be able to demonstrate and promote a positive team -oriented environment.
  • Must be able to stay focused and concentrate under normal or heavy distractions.
  • Must be able to work well under pressure and or stressful conditions.
  • Must possess the ability to manage change, delays, or unexpected events appropriately. Problem solving skills and dynamic thinking are an asset. 
  • Demonstrates reliability and abides by the company’s attendance policy.
  • Must maintain a professional standards in compliance with company regulations.

Education & Experience

Minimum requirement of high school diploma or equivalent required. Post-secondary education in progress or completed preferred. A minimum of one year related experience; or equivalent combination of training and experience. Experience in a medical office preferred.

Communication Skills

  • Ability to read, analyze and interpret common correspondence, medical records, and legal contracts and documents. 
  • Ability to write clearly and informatively to all required audiences and edit own work for appropriate spelling and grammar.
  • Ability to respond appropriately and professionally to all inquiries or complaints from customers, upper management, regulatory agencies, and/or members of the business community.  
  • Ability to effectively present information one-on-one, in small groups, and/or clients or vendors of the company.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions

This is generally a sedentary job position that consists of:

  • Sitting 8 hours per day
  • Walking and standing for brief periods
  • Occasionally lifting and/or carrying up to 10 lbs.
  • Occasionally pushing/pulling up to 10 lbs.
  • Occasionally required to walk multiple flights of stairs.
  • Occasionally subject to bending, squatting or twisting.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Extended hours are occasionally required beyond the regular eight (8) hour work day.
  • The noise level in the work environment is usually moderate