Administrative Support Clerk​/Receptionist, Urgent Care Response Centre

Detailed Overview

Reporting to the Office Coordinator, this position provides administrative day-to-day support to the Urgent Care Response Centre (�UCRC�). The UCRC is a community outpatient centre that supports adults in crisis with mental health and substance use concerns requiring urgent care but not hospitalization, and provides coordinated �one-stop� services including assessment, initiation of treatment, crisis stabilization management, and facilitation of connection to appropriate care services.

The UCRC promotes rapid engagement in the provision of consistent, relevant and timely delivery of client and family-centered care. As the first point of contact with clients and their families, ensures a safe and welcoming environment for all individuals through a positive, customer-service and client-focussed approach, including support of client comforts. Works collaboratively within an interdisciplinary team-based model of care.

Performs duties such as front desk reception, registering new clients and booking appointments and referrals, establishing and maintaining charts and chart organization including requests, maintaining database(s) and maintenance of electronic client case load, typing material utilizing word processing software, setting up and maintaining the filing systems, processing incoming and outgoing mail, faxes, reports/records and internal and courier documents, arranging meetings/special functions, and operating office equipment.

Transcribes dictated reports, stenography services, as required. As a member of an interdisciplinary team, ensures clients and their family members are supported in navigating the health care system. Responsibilities Provides reception services by performing duties such as operating a multi-line switchboard or phone, registering new patients, booking appointments, following up on physician orders regarding referrals and diagnostic tests, interdisciplinary team members orders, answering/directing incoming calls for staff, taking messages, answering routine inquiries and providing information of a general nature regarding the UCRC, receiving visitors, and referring to appropriate areas.

Contacts other hospitals/organizations to obtain information as required. Provides administrative duties such as preparing correspondence, reports and documents from handwritten draft, general instruction or transcribing, stenography, inputting client information, and maintaining registers utilizing various software and systems. Prepares various informational/resource packages by designing, updating, photocopying and collating packages/brochures for distribution to the patient and/or family. Collects data from various sources, enters data into computerized systems and ensures data is kept up to date.

Gathers, compiles, and retrieves information as required and prints related reports. Sets up and maintains the client and administrative filing system, according to policies and procedures designed to protect confidentiality, for a variety of records such as correspondence, reports, minutes, and directories by performing duties such as creating and labeling files, developing forms, indexing materials and filing. Processes incoming and outgoing mail, faxes, reports/records, internal and courier documents by performing duties such as receiving, recording, date stamping, sorting and distributing mail to appropriate personnel and preparing outgoing mail for pickup or shipping as required.

Signs for receipt of packages and shipments. Performs general staffing and timekeeping functions such as calling in relief staff from a pre-established list, tracking hours worked, and reviewing timesheets for accuracy. In the course of completing duties to the Centre, assists the clients to feel safe and at ease through a welcoming, client-centred approach, focussing on client comforts such as by offering water or coffee, greeting clients and escorting/providing directions to provide a warm hand-off in the transition of care.

Maintains levels of stationery, office supplies and resources according to pre-determined levels by methods such as photocopying, completing requisitions for…