CCHS Facility: Cleveland Clinic Canada
Department: Operations & Patient Experience
Job Title: Patient Flow Coordinator
Reporting to: Senior Manager, Executive Health & Concierge Services
Schedule: 7:00am to 3:30pm, Monday to Friday, and occasional Saturdays
ABOUT CLEVELAND CLINIC
As a global, academic medical centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provides a variety to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.
GENERAL SUMMARY:
Cleveland Clinic Canada is in search of a highly organized and motivated candidate with excellent people skills for the position of a Patient Flow Coordinator. The Patient Flow Coordinator will provide support in times of short or extended absences throughout Cleveland Clinic and on special projects as needed.
The ideal candidate will maintain a high level of professional appearance, demeanor, and exude tremendous patience when dealing with clients; accommodating their every need with enthusiasm and poise.
Under the general direction of the Senior Manager, Executive Health & Concierge Services, the Patient Flow Coordinator will perform the following functions:
- Coordinate the movement of Executive Health patients with medical staff, ensuring efficient flow and timely, high-quality care.
- Learn and adapt to individual provider and physician preferences to optimize scheduling and maximize productive use of time.
- Apply effective time-management and problem-solving skills to address patient inquiries and support a seamless care experience.
- Ensure complete and accurate patient registration, including demographic and insurance information.
- Manage confidential personal health information in compliance with HIPAA, while cultivating professional and positive client relationships.
- Oversee the accurate organization and upkeep of patient-related documentation in both paper and digital formats.
- Prepare for clinic visits by reviewing next-day patients and completing required pre-visit activities.
- Support front desk operations by greeting and assisting clients with their needs and inquiries.
- Manage and resolve guest complaints in a professional, courteous, and service-oriented manner.
- Actively promote and cross-sell additional patient services to enhance clinic utilization and patient care.
- Maintain the cleanliness and orderliness of common areas.
- Assist with the development, improvement, and evaluation of service lines related to customer service and quality improvement.
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS:
Education, Knowledge, Skills and Abilities
- Strong customer service and communication skills to ensure a positive patient experience.
- Excellent time management, organizational, problem-solving, and conflict-resolution abilities.
- Professional, reliable, and able to maintain confidentiality and positive relationships with patients and staff.
- Commitment to teamwork, empathy, integrity, and inclusion in the workplace.
- Experience with EPIC or other electronic medical record (EMR) systems is an asset.
- Proficiency with Microsoft Office and other computer applications.
- Experience in hospitality, concierge, or client-facing roles, ideally in healthcare.
- Ability to anticipate patient needs, provide personalized service, and promote additional patient offerings.
- Knowledge of maintaining a welcoming, organized, and comfortable environment for patients and staff.
Required Length and Type of Experience
- Minimum of two years customer service experience in hospitality/healthcare environment.
Required Licensure, Certification or Registry
- Medical Office Administration or Hospitality & Tourism diploma advantageous.
The salary range reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidates’ experience, education, training and alignment with the role’s expectations.
Cleveland Clinic Canada is proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Accommodations are available upon request for all aspects of the recruitment process, including the review of job postings. If you require any accommodations, please let us know.
Job Types: Full-time, Permanent
Pay: $50,000.00-$55,000.00 per year
Benefits:
- Dental care
- Extended health care
- Paid time off
Work Location: In person
