Program Clerical Support (PCS) - RCU (Finch Site) - Casual

Southlake Health Community; Newmarket; Hybrid; CAD 38,000 - 41,000; Part time

Benefits offered by this job

Health and dental benefits

HOOPP pension plan

Hybrid work model

Wellness initiatives

Job summary

Southlake Health is hiring a Program Clerical Support in Newmarket, Ontario. The role supports patient scheduling, reception, and clerical tasks under nursing and physician supervision. You will coordinate appointments, maintain electronic records, and liaise with hospitals and care providers.

The position emphasizes accuracy, confidentiality, and a strong customer service mindset in a busy health care environment, with a hybrid/onsite mix depending on duties.

Qualifications

• Minimum Grade 12 is required.
• Medical Terminology Certificate is required.
• Diploma in Medical Office Administration or related post-secondary diploma preferred.
• Minimum one year of clerical duties in an acute care health care environment required.
• Proficiency with Meditech preferred.
• Current experience with computerized provider/physician order entry (CPOE) is an asset.
• Proficiency with Microsoft Office preferred.
• Strong problem-solving and critical thinking skills.
• Ability to prioritize, multitask, and adapt in a busy environment.
• Strong customer service and communication skills.

Responsibilities

• Receive and greet patients and direct them to the appropriate personnel or waiting area.
• Respond to phone calls regarding changes to scheduled appointments.
• Prioritize patient requests and route to appropriate team members.
• Maintain patient electronic records following policies and procedures.
• Coordinate internal and external appointments to meet wait times.
• Process requisitions for tests and procedures.
• Transcribe and process physician orders, including medication and tests.
• Maintain patient records and inform patients of appointment dates.
• Chart prep and data gathering from different departments for next appointment.
• Demonstrates adherence to safety policies and confidentiality.

Skills

Customer service

Problem solving

Multitasking

Communication

Teamwork

Independent work

Education

Grade 12 or equivalent

Medical Terminology Certificate

Diploma in Medical Office Administration or related diploma

Tools

Meditech

Microsoft Office

CPOE

Job description

Job Category: Administrative/Clerical

Hospital Location: Newmarket ON

Job Type: Permanent, Casual

Number of Positions: 1

Union: SEIU CLERICAL

Minimum - Maximum Hourly Rate: $27.45 - $30.10

Why Join Our Team?

• A people-first workplace environment that prioritises belonging, wellness, and psychological safety.
• Hybrid, virtual, and in-person working environment (where applicable).
• Progressive health and dental benefit plans.
• HOOPP pension plan with employer and employee premium sharing.
• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

About the role

Program Clerical Support is a member of the team who works with the support of, and in collaboration with, all health care providers within the Department. The Program Clerical Support is responsible for reception, patient scheduling, word processing, and clerical functions, reporting to the Department Manager.Works under the direction of nursing staff and physicians to coordinate patient appointments and perform clerical duties.

What you’ll be doing

• Receive and greet patients, family members, visitors, and direct them to the appropriate personnel or waiting room for service
• Respond to phone calls for patients regarding changes to scheduled appointments
• Prioritize acuity of patient/family requests to appropriate team members
• Answer incoming calls and respond to inquiries, or redirect calls and relay messages as appropriate to team members
• Responsible for retrieving all relevant patient information from other hospitals or health care facilities, including, but not limited to, previous treatment records, DI, Lab, and pathology tests
• Completes all referral out forms to external facilities, using up-to-date knowledge of facility-specific forms, policies, and protocols, from physician requests from both ambulatory and inpatient units
• Maintain currency of patient electronic record, as required, following established policies and procedures
• Demonstrate ability to read and understand patient care plans to assist with document collation and test/procedure requisitioning
• Maintain patient records and charts. Program Clerical Supports are responsible for contacting patients to advise them of appointment dates.
• Schedules and coordinates both internal and external appointments, as per policies, procedures, and protocols, to meet wait times.
• Processes requisitions (electronic and/or paper-based) for tests and procedures
• Correctly administers the booking
• Functions as liaison with other hospitals and community care providers for patient information collation
• Transcribe and process physician/Prescriber orders, including medication, laboratory, diagnostic imaging, and treatment orders.
• Provide patients with a copy of their scheduled tests and treatment
• Verifies patient demographics to prepare the electronic chart
• Obtains data from Health Records, DI, Lab, and other departments to complete chart prep for next patient appointment
• Chart prep clerk checks upcoming lab orders to ensure all tests ordered were entered and accurate
• Performs cross-functional duties, as assigned
• Performs other duties consistent with the classification, as assigned

What you bring

• Minimum Grade 12
• Medical Terminology Certificate required
• Diploma in Medical Office Administration OR evidence of a relevant and related post-secondary diploma from an accredited academic institution preferred
• Minimum one (1) year of clerical duties in an acute care health care environment required. Demonstrated current knowledge and skill in the use of medical electronic health record systems. Proficiency with Meditech is preferred.
• Current experience in computerized provider/physician order entry (CPOE) is an asset
• Proficiency with Microsoft Office preferred
• Demonstrates excellence in problem-solving and critical thinking skills
• Demonstrated ability to prioritize, multitask, and function effectively (flexible and adaptable) in a busy, changing environment
• Demonstrates strong customer service skills, with the ability to communicate effectively using both oral and written formats with patients, families, the public, colleagues, and other members of the inter-professional team
• Demonstrated ability to work independently and collaboratively as part of a team
• Maintains unit operations by following policies and procedures; reporting needed changes.
• Maintains patient confidence and protects hospital operations by keeping information confidential.
• Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
• Contributes to team effort by accomplishing related results as needed.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
• Models behaviour that is aligned with the values of Southlake Health.

Southlake Health is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lead within their role, generate innovative ideas that reinforce our mission and goal to create a healthy workplace where our community can thrive.

Regular and reliable attendance is an expected requirement of this position.

We are committed to a selection process and work environment that is inclusive and barrier-free. Accommodation will be provided in accordance with the Ontario Human Rights Code. Applicants who may require accommodation during the selection process are encouraged to notify the Human Resources Department when contacted for an interview. The People, Culture and Experience team will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed fairly and equitably.

Use of Artificial Intelligence (AI)

We prioritize a people-first workplace culture which emphasizes equity and inclusion throughout our hiring process. To ensure fairness and transparency, all applications are reviewed and assessed by our dedicated team of recruiters and hiring managers, not by artificial intelligence (AI). We value the unique perspective each candidate brings to our organization.

Health & Safety Workplace Responsibilities

It is the responsibility of all Southlake Health employees to work safely and promote health and safety in the workplace. Employees must adhere to the duties of workers, as stipulated in Section 28 of the OH&S Act, as well as all Southlake OH&S policies and procedures. Must be able to perform all necessary bona fide duties for the position, as outlined in the position guide. Must review and be capable of performing duties as outlined in the Job Demands Analysis for the position as a condition of offer. Proven ability to attend work regularly as per the Attendance Support Policy.

Commitment to Diversity and Inclusion

Southlake Health is fully dedicated to employment equity, diversity, and inclusion in our recruitment practices. We welcome candidates who identify with equity-seeking groups, including women, racialized individuals, Indigenous Peoples, persons with disabilities, and those from the 2SLGBTQ+ community. Any information provided will be kept confidential and used appropriately in our recruitment process.

Anti-Oppression/Anti-Racism at Southlake Health

Southlake Health is committed to having a workforce that is reflective of the diversity of York Region and strongly encourages applications from all qualified individuals, and from those who can provide different perspectives and contribute to a further diversification of ideas.

Only candidates selected for an interview will be contacted. Thank you for your submission. We appreciate your interest in joining Southlake Health!