Patient Access Coordinator

Job Number: JR102800

Job Title: Patient Access Coordinator

Job Category: Professional

Hospital Location: General Site

Job Type: Permanent, Full time

Number of Positions: 1

Hours: Days, Evenings

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our work led by the Organizational Development and Diversity Department on our Leading edge Communities of Inclusion, Inclusion Calendar and our innovative Health Equity Certificate programs. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023! Learn more at shn.ca

Job Description

Program Summary

It is an exciting time to join SHN’s Patient Access team—a corporate function delivering efficient and patient-centered registration, scheduling, and referral management services across our three hospital sites. We are undergoing a major transformation, centralizing and standardizing patient access services to provide a more streamlined and equitable experience for our patients and providers.

The Centralized Patient Scheduling (CPS) Office is a newly formed unit responsible for booking all outpatient appointments and managing referral intake across the organization. This team has grown rapidly and continues to evolve. As a Patient Access Coordinator, you will play a key role in enabling the success of this model.

Position Summary

The Patient Access Coordinator is a key member of the Patient Access team with a significant impact on operational efficiency and patient experience at SHN. This role provides coordination, training, and quality assurance support for the Centralized Patient Scheduling Office and related scheduling functions across the organization.

As the primary resource for template management, scheduling logic, and worklist administration, the Patient Access Coordinator will serve as a subject matter expert and liaison between clinical programs and the CPS team. The role involves significant collaboration with providers, clinic leaders and staff, CIS (local and regional) teams to optimize provider schedules, resolve barriers to patient access, and implement scheduling best practices across all clinics.

What’s in it for you?

• Be at the forefront of health system transformation by supporting access to care.
• Collaborate with dynamic teams across multiple disciplines.
• Join a department committed to continuous learning, innovation, and excellence.
• Enjoy opportunities for leadership development and career growth.
  
  

Primary Responsibilities

Coordination & Template Management

• Collaborate with managers, physicians, and clerical staff to build and maintain provider scheduling templates in Epic.
• Analyze access data and recommend improvements to appointment availability, booking logic, and scheduling workflows.
• Manage and troubleshoot worklists, pools, and referral queues to ensure timely scheduling and triage.
• Coordinate implementation of scheduling changes and communicate updates to staff.
  
  

Quality Assurance & Training

• Provide ongoing training and orientation for scheduling staff and clinical program clerks.
• Conduct audits and develop tip sheets, FAQs, and tools to support consistent scheduling practices.
• Serve as first point of contact for complex scheduling inquiries and escalate system issues as needed.
  
  

Collaboration & System Support

• Work closely with the Epic Training, Application, and Decision Support teams to resolve system gaps and optimize workflows.
• Act as liaison between Patient Access and clinical programs to improve access and referral processes.
• Support Patient Access manager in identifying trends, challenges, and solutions related to scheduling efficiency and equity.
  
  

Administrative & Other Duties

• Support the Manager, Patient Access in administrative duties and departmental initiatives.
• Assist in project planning and rollout of new initiatives within the Centralized Patient Scheduling Office and the Patient Access department.
• Other duties as assigned.
  
  

Requirements

• Post-secondary education in health administration, business administration, or equivalent combination of education and experience.
• Minimum 2 years’ experience in a hospital scheduling or access-related role.
• Demonstrated experience working with Epic, including template build, pool management, and scheduling functionality.
• Knowledge of medical terminology, hospital operations, and outpatient clinic flow.
• Strong organizational skills and ability to manage competing priorities.
• Excellent communication, training, and collaboration skills.
• Proven ability to identify gaps, analyze data, and support continuous improvement.
• Commitment to compassionate, inclusive, and innovative service delivery.
  
  

Preferred Qualifications

• Training in project management preferred.
• Experience supporting training or quality assurance initiatives.
• Familiarity with metrics and tools used to monitor patient access.
• Experience implementing scheduling or access projects in a hospital setting.
• Ability to speak a second language is an asset.
  
  

How To Apply

Apply through the SHN Careers page and submit a resume and cover letter. In your cover letter, include the statement:

“I feel that I am the best candidate for this position because…”

Accommodation And Diversity Statement

Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.

We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

Learn more about our exciting opportunities by following SHNCareers on Instagram, Twitter, and Facebook.