Overview
The Patient Care Administrator plays a vital role in ensuring seamless and compassionate patient experiences within our virtual healthcare environment. This position is responsible for managing patient interactions, scheduling appointments, handling administrative tasks, and maintaining compliance with healthcare protocols. The role requires bilingual fluency in French and English, strong digital proficiency, and the ability to work independently in a remote setting. Experience with Veterans Affairs Canada (VAC) processes, medical clinic operations, and electronic health record systems is considered an asset.
Key Responsibilities & Duties
•Practice Management: Manage administrative tasks in an integrative healthcare setting, including scheduling appointments and maintaining patient records.
•Patient Coordination: Assist patients throughout their journey, ensuring their experience is seamless, accessible, and patient-friendly.
•Compassionate Care: Offer empathetic and professional support to patients, particularly Veterans and First Responders.
•Digital Communication: Address patient concerns and respond to inquiries via phone and digital platforms.
•Compliance & Privacy: Maintain patient confidentiality and ensure adherence to healthcare regulations and privacy laws.
•Documentation & Record Keeping: Ensure accurate and timely documentation of patient interactions and administrative processes.
•Medical Referral Coordination: Assist with referrals to specialists and coordinate follow-up appointments as needed.
•Billing & Insurance Liaison: Support patients with billing inquiries and liaise with insurance providers when necessary.
•Technical Assistance: Guide patients in using telehealth platforms and troubleshoot minor technical issues.
•Workflow Optimization: Identify inefficiencies in administrative workflows and suggest improvements.
Reporting Structure
•Reports directly to the Clinic Supervisor
•Works closely with Clinic Supervisor, healthcare providers, administrative team, and the IT support team
Core Competencies & Skills Required
•Bilingual fluency in French and English (verbal and written communication).
•Strong organizational and multitasking abilities to manage multiple patient interactions efficiently.
•Proficiency in digital tools including digital administrative tools, Microsoft 365, and electronic medical record (EMR) systems.
•Ability to work independently in a remote setting while maintaining high productivity.
•Prior experience in medical administration or working within a medical clinic environment.
•Strong understanding of privacy regulations and virtual healthcare compliance.
•Experience with Veterans Affairs Canada (VAC) processes (an asset).
Performance Metrics & Expectations
•Timely response to patient inquiries: 95% of inquiries addressed within 24 hours, tracked via digital communication logs.
•Efficient appointment scheduling: 98% of appointments booked accurately, monitored through scheduling software.
•Accuracy in documentation processing: 99% compliance rate in ensuring proper documentation for patients, verified through periodic audits.
•Patient satisfaction score: Maintain an 85%+ satisfaction rating, measured through patient feedback surveys.
•Compliance with healthcare privacy regulations: 100% adherence to privacy laws, monitored through internal compliance reviews.
Collaboration & Cross-Functional Responsibilities
•Work closely with healthcare providers to ensure seamless patient care.
•Coordinate with administrative and billing teams for proper documentation and record-keeping.
•Communicate with IT support teams to ensure smooth operation of digital platforms.
•Align with telehealth best practices to optimize patient engagement.
Technology & Tools Used
•Electronic Medical Records (EMR) Systems
•Microsoft 365 for document and communication management
•Telehealth platforms and secure messaging systems
•Scheduling and appointment management software
Compliance & Regulatory Considerations
•Maintain compliance with HIPAA, Law 25, and other healthcare privacy laws.
•Ensure all documentation aligns with regulatory requirements.
•Conduct periodic internal audits to confirm adherence to policies and procedures.
•Monitor evolving legal requirements related to virtual healthcare and patient confidentiality.
Growth & Development
•Opportunities for career advancement within Spartan Wellness.
•Ongoing professional development and training.
•Exposure to telehealth innovations and digital healthcare advancements.
Benefits
•Extended health care and dental care.
•Competitive salary based on experience.
•Flexible remote work environment.
•Supportive and collaborative team culture.
Spartan Wellness is committed to fostering an inclusive and diverse workplace. We prioritize hiring based on qualifications and merit, ensuring a fair and unbiased recruitment process. If you are a dedicated professional looking to make a difference in patient care, we encourage you to apply!
