Clinic Clerical Assistant

About Trillium Health Partners

Trillium Health Partners is one of Canada’s largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre. Guided by values of compassion, excellence, and courage, and through its strategic roadmap, Plan to 2030, THP is creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities.

Clinic Clerical Assistant at Trillium Health Partners

The Department Clinic Clerical Assistant (CCA) for Outpatient Medicine provides essential clerical support, managing reception duties, new referrals, and information management. This role ensures the smooth clerical administration and operation of patient services within the department/group of clinics, and performs other duties consistent with the job classification as required.

Key Responsibilities

Reception (Patient/People Engagement/Experience)

• Greets visitors, staff, professional staff, learners, and volunteers, directing them to appropriate personnel and/or destination/room, providing assistance as required.
• Registers patients, confirming/validating patient demographic, insurance (including OHIP), and other required information.
• Explains hospital/department policy and procedures to patients, visitors, staff, professional staff, learners, and volunteers as necessary, including infection prevention and control.
• Answers the telephone, sends/receives faxes, responding to enquiries within scope of authority, or directing to the most appropriate person.

New Referrals Processing and Information Management

• Receives and logs incoming referrals, reviews for completion, and follows up as required.
• Enters patient information and appointments into Epic, including booking appointments.
• Assists new patients completing required questionnaires, responding to questions within scope of authority.
• Ensures patient discharges are processed and charts are properly disseminated to Health Records.

Patient Administrative Services

• Coordinates and manages patient information, facilitates communication, and ensures a smooth flow of information for effective patient care.
• Updates patient demographics (e.g., adding contacts and relationships).
• Collects information for registration, billing, and accommodation.
• Navigates patient and family questions and feedback, escalating any concerns out of scope to appropriate personnel/management.
• Books outpatient new and follow-up appointments, triaging referrals.
• Cancels appointments and follows up with patients for rescheduling.
• Explains test/visit preparations as required within scope of authority.
• Liaises with internal departments and external regional programs, healthcare facilities, and partners to book/cancel tests, appointments, and follow up on missing results.
• Books interpreters for patients as needed.
• Arranges for patient transportation as required (e.g., for those staying in nursing homes).
• Notifies appropriate personnel of patient movement, cancellations, appointments, and other patient information in a timely and accurate manner.

Clerical Administration and Operation of the Department

• Creates and manages Physician bookings as required.
• Orders requisitions and maintains office/medical supplies; counts and labels inventory.
• Processes routine financial transactions, including unit supply/inventory purchase and charges for services/items not covered by patient's healthcare plan, providing invoices and liaising with Accounts Receivable as required.
• Attends and contributes to unit huddles.
• Completes unit checklist.
• Opens, sorts, and distributes incoming mail and other materials.
• Takes, prioritizes, and relays messages for staff.
• Locates staff and pages healthcare professionals as required.

Scheduling, Timekeeping & Payroll Support Specific Job Duties and Responsibilities

• Supports staff and leadership in using the scheduling and timekeeping system and finding information.
• Liaises with assigned Scheduling Clerk(s) to ensure alignment between the unit and the Workforce Management Office (WMO) on staffing.
• Accesses schedule(s) for the unit to address inquiries by staff, leaders, professional staff, and learners.

Epic-Specific Job Duties And Responsibilities

• Updates patient demographics entered in EPIC, ensuring all contact information is current, including verification of telephone numbers, address, family doctor, and emergency contacts.
• Schedules and coordinates follow-up care appointments for patients.
• Initiates service task requests in EPIC (e.g., Blood work specimen delivery, stretcher requests).
• Updates primary care provider (PCP) contact information.
• Supports others in Epic with functionality.

Other General Duties and Responsibilities

• Makes reminder phone calls for next-day appointments.
• Scans information as required.
• Consults follow-ups and tracks response times for possible escalation.
• Enters data, including appointment requests.
• Compiles transfer paperwork for receiving hospitals/facilities.
• May be required to stock unit carts and/or supply areas.
• Updates assignment sheets.
• Takes minutes at unit huddles.
• Provides support for the Clinical/Team Leader or Charge Nurse.
• Orders all government forms for different scenarios.
• Adapts to a dynamic work environment by undertaking cross-functional responsibilities and additional duties in alignment with the job classification.
• Works in compliance with the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies, and contraventions.

Qualifications

Educational Qualifications

• High school diploma or equivalent; additional education or certifications in healthcare administration is a plus.
• Post-secondary education, such as an associate degree or coursework in healthcare administration or a related field.
• Medical terminology course or equivalent experience preferred.

Professional Experience

• Preferred candidates may have 1-2 years of experience in an administrative role.
• Familiarity with healthcare environments, including exposure to patient interactions and interdisciplinary clinical teams, is advantageous.
• Experience in a customer service role is desirable, especially involving interactions with patients, families, and healthcare professionals.

Key Skills/Competency

• Medical Office Administration
• Patient Registration
• Epic EMR System
• Customer Service
• Healthcare Communications
• Scheduling & Booking
• Information Management
• Medical Terminology
• Organizational Skills
• Clerical Support