General Booking - Patient Experience Coordinator

Mayfair Diagnostics; Calgary; On-site; CAD 40,000 - 48,000; Full time

Benefits offered by this job

Hybrid work program after 18 months

Job summary

Mayfair Diagnostics in Calgary is seeking a friendly and organized Patient Services Associate to be the first contact for patients calling to book imaging appointments. You will deliver empathetic service, handle a range of call center and administrative tasks, and schedule examinations according to department protocol.

The role requires attention to detail, strong communication, and MS Office proficiency; training will be provided, with potential hybrid work after eligibility has been met.

Qualifications

• Minimum 1 year of relatable customer service in a call center.
• Certified Medical Office Assistant or Health Information Office Administration is a strong asset.
• Strong attention to detail in a fast-paced environment.
• Fluent in English; second language a plus.

Responsibilities

• Be the first contact for patients calling to book appointments.
• Provide empathetic, patient-focused service.
• Perform call center and administrative tasks.
• Explain imaging procedures and services to patients.
• Schedule examinations according to department protocol.
• Proofread appointments and reports.
• Support service delivery improvements across the company.

Skills

Customer service

Call center

Scheduling

Attention to detail

Microsoft Office

Education

Medical Office Assistant certificate

Health Information Office Administration

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Status: Full-Time
Location:Phillips Park
Hours: 37.5 hours/ week for full-time roles. Rotating shifts Monday - Friday daytime hours.
Training and orientation for full-time roles will be six weeks and 37.5 hours per week.

Mayfair offers a hybrid work program - full-time employees who have completed 18 months working as a PEC are eligible to apply.

Who you are and what you will achieve in this role:

• Be the first person a patient speaks with when making an appointment. Your empathetic, patient and understanding disposition will put our patients at ease and confirm they have contacted the right services provider;
• Be passionate about putting patients first and ensuring they consistently receive an excellent level of service;
• You will perform a wide variety of call centre and administrative tasks as part of a dynamic, patient focused team;
• Develop an in-depth knowledge of Mayfair’s specialized and diverse imaging services, so that you can explain and ensure all patients understand their examination procedures;
• Confidentially administer and process patient information and requisitions efficiently, book patient appointments and ensure all information is accurate;
• Schedule examinations according to department protocol for each imaging modality;
• You will have a fine eye for detail, methodically proofreading scheduled appointments and reports;
• You anticipate the needs of our patients and referring physicians, act as an ambassador for Mayfair and always want to go one step further to provide the best patient experience possible;
• Contribute to personal and group projects that improve service delivery and processes across the company.

The experience you will be bringing to this role:

• Minimum 1 year relatable experience delivering exceptional customer service within a call center environment an asset.
• Certified as a Medical Office Assistant, Unit Clerk, or Health Information Office Administration or strong knowledge of medical and anatomy terminology from experience in a medical environment is a strong asset;
• You will enjoy working in a fast paced, busy working environment, but you will have strong attention to detail;
• You delight in talking with people and taking care of them. Our patients really matter to us and we work as a truly cohesive team to put our patients first (seriously, our teams are remarkable and we want to keep it that way);
• Outstanding phone etiquette and a positive attitude are essential to this role, making the patient experience as effortless as possible;
• You have the natural ability to express yourself in a clear, concise, and empathetic manner;
• Demonstrated professionalism with the ability to confidently answer the question asked and proactively answer the next one before it’s even been thought of;
• Your strong ability to multi-task, organize and prioritize with changing workloads and schedule variances will allow you to be flexible in this adaptive work environment;
• Strong computer skills including knowledge and proficiency with Microsoft Office (Word, Excel, and Outlook);
• Depending on medical experience, you may be required to complete a Medical Terminology program within the first six months of employment.
• Fluent in a second language is considered a strong asset.