Receptionist, Gateway Team- Care Teaching Clinic; GTBCTC

Position: Receptionist, Gateway Team-Based Care Teaching Clinic (GTBCTC)
This position will be directly reporting to the Clinic Manager. The incumbent works in close collaboration with other members of the GTBCTC and a wide range of partners internal and external to UBC, including individual patients, caregivers, and non-profit organizations across the Lower Mainland and throughout BC.

** Organizational Status
** UBC’s School of Nursing (SoN), Faculty of Applied Science, is the administrative unit of the GTBCTC As the oldest university-based nursing program in Canada, the School of Nursing offers a full range of innovative programs and holds an international reputation for excellence in research and scholarship. The SoN values health equity, social justice, and community engagement, aligning with the clinic’s mission to improve healthcare delivery through collaborative education and practice.
* Warmly greeting patients and assisting patients with booking appointments using the electronic health record, patient portal, and online registration systems.
* Supporting the patient experience by obtaining and accurately entering pertinent patient data into the electronic health record and verifying patient registration and health insurance status.
* Maintaining strict confidentiality of patient information and medical records.
* Providing timely service with minimal supervision and working effectively during high-volume periods.
* Responding accurately, respectfully, and with humility to inquiries from diverse populations in a timely manner, through in-person and virtual written and verbal communication.
* Directing patients to appropriate team members as guided by clinic protocols or in consultation with the patient’s care team member(s).
* Managing incoming and outgoing clinic correspondence via phone, electronic fax, and mail.
* Updating and maintaining documentation for clinic processes and procedures.
* Utilizing conflict resolution and de-escalation strategies to defuse conflicts, as needed.
* Escalating urgent requests for services according to protocols and directing customer service complaints efficiently to the GTBCTC leadership team as appropriate.
* Maintaining interprofessional team and individual provider schedules by booking appointments and processing referrals as required.
* Supporting interprofessional team functioning by managing diagnostic reports from external laboratories or imaging centres within the electronic health record.
* Communicating with other clinical offices, departments, and units to coordinate client appointments and testing.
* Responding to requests for records and releasing information to authorized personnel in accordance with established standards, guidelines, and procedures.
* Working collaboratively within a service team context to ensure high standards of service provision in accordance with GTBCTC policies.
* Responding to oral and written patient billing inquiries.
* Preparing and processing receipts for incoming payments by electronic transactions.
* Following up and supporting cost recovery of outstanding accounts.
* Preparing, maintaining, and filing financial documents such as electronic invoices, reimbursement claims, and supporting documentation.
* Assisting the Clinic Manager with maintaining, reconciling, and reporting financial records.
* Photocopying, filing, and word-processing support for a variety of documents.
* Ensuring that reception, offices, and waiting room spaces are well maintained and well stocked.
* Maintain photocopiers, printers, and video equipment.
* Perform additional duties as required.
** Consequence of Error/Judgement
** The position is required to exercise professional judgment and initiative while undertaking all responsibilities and developing relationships. Inappropriate actions, errors in performance or indiscretions in judgment can have negative impact on the program and the University, and may result in legal action, negative public relations, financial repercussions, and loss of credibility in the School and the clinic’s ability to demonstrate value in the areas of collaborative health education, research and health systems.

** Supervision Received
** Reports directly to the Clinic Manager. Works independently and…