Patient Service Clerk, Emergency Department - Temporary Full-Time (1.0) (Until December 2027)

CHEO; Ottawa; Sur place; CAD 35 000 - 43 000; Plein temps

Résumé du poste

CHEO in Ottawa is seeking an Patient Service Clerk to support patient registration, scheduling, and clinic operations using Epic, Cadence, and related systems.

The role includes handling patient check-ins/outs, managing referrals, and ensuring accurate billing and documentation in a fast-paced pediatric health environment. Bilingual English/French is essential for effective communication with families in the community.

Qualifications

• Secondary School Graduation Diploma (Essential)
• Approximately 6 months of related experience (Essential)
• Knowledge of Epic, Sunrise, and Outlook (Essential)
• Experience in patient registration using Cadence (Epic) (Preferred)
• Bilingual English/French (Essential)

Responsabilités

• Create new patient profiles in EPIC
• Register patients in Cadence (Epic Hyperspace) in accordance to registration standards
• Input electronic referrals in Epic Referral Management and update referrals according to triage
• Schedule new patients from workqueues according to priority and wait times
• Greet patient and parent(s). Verify demographic information in accordance to registration procedures
• Collect self-pay payment and complete Fee For Service form
• Monitor all workqueues and recall lists associated within primary area of work
• Coordinate with clinical staff to manage inquiries and notify clinicians of patient arrival

Connaissances

Bilingual English/French

Communication skills

Formation

Secondary School Graduation Diploma

Outils

Epic

Sunrise

Outlook

Description du poste

Compensation Pay Range:

$25.26-$31.04

Job Description:

Ottawa is built on un-ceded Algonquin Anishinaabe territory. The peoples of the Algonquin Anishinabek Nation have lived on this territory for millennia and we honour them and this land. Their culture and presence have nurtured and continue to nurture this land. CHEO also honours all First Nations, Inuit and Métis peoples and their valuable past and present contributions to this land.

CHEO is one of the few stand-alone, global leaders in pediatric health and is home to more than 6,500 staff, clinicians, scientists and researchers, as well as volunteers – all of whom work together to help children and youth achieve their best lives. Within its own walls and through partnerships with community providers, CHEO has transformed from a 20th century acute care hospital into a 21st century integrated child and youth health system.

Ranked in the top 1% of Canadian hospitals for the digitization of its clinical infrastructure, CHEO combines excellence in clinical care, research, and education to advance seamless care that’s provided where, when, and how it is needed. CHEO’s Research Institute is dedicated to world-class clinical, translational, and basic science research covering a wide range of children’s health concerns. CHEO has been named Canada’s best health-care employer by Forbes in 2024, 2025 and 2026 and is ranked second among Canadian hospitals on its list of Canada’s Best Employers for multiple consecutive years. For the 14th consecutive year in a row, the editors of Canada’s Top 100 Employers has recognized CHEO as a top employer in the National Capital Region. Every year CHEO helps more than 500,000 children and youth from Eastern Ontario, western Quebec, Nunavut and Northern Ontario.

POSITION SUMMARY

The Patient Service Clerk schedules patient appointments and registers patients; prepares patient charts; maintains patient lists; verifies billing slips; maintains inventory and performs other clerical tasks.

MAIN RESPONSIBILITIES

Patient Registration:

• Create new patient profiles in EPIC
• Patient registration in Cadence (Epic Hyperspace) in accordance to registration standards
  

Referral Management

• Input electronic referrals in Epic Referral Management and update referrals according to triage
• Scan referrals into Epic with appropriate naming convention
  

Patient Scheduling

• Schedule new patients from workqueues according to priority and wait times.
• Schedule return patients from recall list and follow-up workqueues according to required follow-up date
• Schedule interpreters for families as required
• Schedule clinic orders and manage order workqueues
  

Clinic check-ins

• Greet patient and parent(s). Verify demographic information in accordance to registration procedures.
• Interpret MOH Eligibility and make updates in patient record accordingly
• Collect self-pay payment and complete Fee For Service form
• Collect fees as required
  

Clinic check-outs

• Complete check-outs and schedule follow up appointments or put patients on recall lists/ workqueues
  

Monitoring patient lists and workqueues

• Monitor all workqueues and recall lists associated within primary area of work to ensure quality and advise supervisor of outliers and changes to the waitlist
• In consultation with clinical staff , implement visit cancellation and rebooking
  

Patient and family centered care

• Receive incoming telephone calls and respond to patient inquiries. Contact clinic physicians, nurses and allied health team members as appropriate to manage inquiries.
• Communication with clinical team through Inbasket
• Telephone communication and telephone messaging within CHEO established policies/procedures
• Telephone pre-visit screening for infection control
• Utilize Epic to notify clinicians of patient arrival
• Appointment confirmation and follow-up from automated system
• Patient/family direction and public relation
• Direct patients/families to a designated location within the hospital
  

Supporting clinic operations

• Request patient files from medical records, as appropriate.
• Ensure that progress notes and sheets are available and stamped with the right date, where required.
• Pick up patient charts in medical records on a daily basis, where required. Ensure that all charts are available and request missing ones.
• Maintain an inventory of stock.
• Maintain filing. Ensure orders with notes are filed. Locate old charts as appropriate.
• Maintenance and ordering of clinic supplies.
• Facilitation of clerical duties related to equipment repairs including filling of special form and taking the equipment to the appropriate location
• Retrieve labels for specimens.
  

Training and Orientation

• Orientation of volunteers
• Orientation of clerical staff to clinics and on Epic
  

Other

• Perform work in accordance with the provisions of the Occupational Health and Safety Act and Regulations and all CHEO corporate/departmental policies and procedures related to Occupational Health and Safety.
• Perform work in accordance to CHEO privacy and confidentiality policies
• Perform work in accordance to Epic training and documented standards
• Attend staff meetings when scheduling allows and review circulated minutes
• Provide Coverage for Admitting Patient Service Clerk duties, as required, to support operational needs and staffing shortages, such as unplanned absences.
• Perform other related duties as assigned by supervisor.
  

QUALIFICATIONS

• Secondary School Graduation Diploma (Essential)
• Approximately 6 months of related experience (Essential)
• Knowledge of computer software (Epic, Sunrise, Outlook) (Essential)
• Experience working in a clinical environment live on Epic Ambulatory (Preferred)
• Experience in patient registration using Cadence (Epic) (Preferred)
• Experience in creating, editing, scanning and scheduling referrals (Preferred)
• Experience in managing order workqueues (Preferred)
• Experience in patient check outs including follow ups and recall management (Preferred)
• Experience using inbasket communication in Epic (Preferred)
• Ability to ensure timely completion of tasks by adjusting priorities as required (Essential)
• Ability to adapt to changes to meet organizational requirements (Essential)
• Communicate effectively and concisely, both orally and in writing (Essential)
• Deal effectively with internal and external customers (Essential)
• Criminal Record Check (Essential)
• Bilingualism (English/French) (Essential)

Timeline may be extended or shortened based on operational needs

* Please note you will be represented by the Laborers International Union of North America (LiUNA).

Effective March 29, 2021, CHEO will conduct a more comprehensive pre-screening and evaluation process. This process may include more varied and multidimensional testing such as a written test, practical exam, or other assessment. All candidates who meet the essential and preferred qualifications may be tested.

Bilingualism (French/English) will be validated by a language proficiency assessment conducted by a third party provider. Candidates will be required to meet the minimum linguistic profile prior to the date of hire.

Should you require accommodation during any phase in the recruitment process, please contact Human Resources at [e-mail] . All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.

Please note you will be represented by the Laborers International Union of North America , (LiUNA).

CHEO values diversity and is an equal opportunity employer. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process and welcome interest from all qualified applicants.

Should you require accommodation during any phase in the recruitment process, please contact Human Resources at [e-mail]. All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.

We thank all those who apply, however, only those to be interviewed will be contacted.