Job Summary
As part of an interdisciplinary team, the receptionist is the first point of contact for patients and caregivers (which may also include trusted individuals within the patient’s support network). The receptionist plays a key role in creating a warm, welcoming, and safe environment for patients and caregivers. The position ensures a smooth and efficient experience by greeting patients, managing appointments, handling inquiries, and maintaining accurate records, all while contributing to a positive and organized clinic environment.
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.
UBC Health is in the process of establishing a centre for innovation in collaborative health education and team-based care. The goal is to create a first-of-its-kind provincial centre, providing an opportunity for clinical students, educators, healthcare professionals, researchers, and patients to work together to improve the quality of healthcare delivery through innovations in interprofessional learning, teamwork, and research. A core component of the Centre will be a new, purpose-built team-based care teaching clinic in the Gateway Health building on the UBC Vancouver Point Grey campus, aiming to support approximately 4,500 patients through team-based longitudinal primary care.
Work Performed
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…
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