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About the company

Anova Fertility & Reproductive Health is the premier fertility health centre in Canada exclusively focused on reproductive medicine and women’s health. Since 2016, we have built a reputation as the leader in innovation, education, and communication for best-in-class, inclusive, humanized fertility and reproductive care. Anova Fertility is known for its collaborative and holistic approach, leveraging an award-winning, multidisciplinary team of healthcare professionals, including Reproductive Endocrinologists, Obstetricians/ Gynecologists (OB/GYNs), and Nurses. Our high-functioning team provides exceptional patient care through advanced fertility treatments and personalized treatment plans.

About the position

As an on-site Medical Office Administrator/Intake Coordinator, you will work as part of our team and carry out a range of customer service and administrative tasks to facilitate the efficient operation of the Clinic. You will be the face and the voice of Anova Fertility for patients seeking out our Clinic for treatment. This position is responsible for scheduling the Clinic hours of assigned Fertility Specialists and for providing exceptional customer service by answering phone calls, booking medical appointments, relaying messages, responding to inquiries, greeting and exiting patients, and assisting in payment collection. Crucially, you will share the Founder, Dr. Dixon’s commitment to being the gold standard for successful reproductive health and fertility centres. This role reports to the Patient Services Manager.

Responsibilities

1. Offer huge, warm smile and greeting to every patient upon their entering clinic, as you will be their first impression of Anova Fertility
2. Offer each patient entering office choice of organic tea from our tea menu and prepare selected tea for patient
3. Acknowledge and thank patients upon their exiting clinic and wish them a great day/weekend
4. Assist with smile for anything patients may need during their visit, as we are their friends in fertility
5. Greet and welcome all visitors and patients to reception area, creating warm, friendly, and welcoming atmosphere
6. Deliver personable, inclusive, and elevated care experience in collaborative and multidisciplinary environment
7. Ensure that Anova has been paid in full, and collect payment as needed prior to treatment and enter payment and all data with accuracy
8. Retrieve all doctor referral faxes and book appointments within 24 hours
9. Conduct follow up phone calls for all patient appointments and/or inquiries
10. Ask all existing patients to scan Anova’s Google plaque and leave review
11. Answer all phone calls, handle inquiries in professional and courteous manner, and respond to voicemails
12. Consistently monitor email inbox and respond to inquiries within 24 hours of receipt
13. Maintain accurate patient records and ensure confidentiality
14. Book, confirm, and reschedule appointments for Physicians and Clinic practitioners
15. Contact patients to secure initial appointments with Physicians
16. Engage with patients daily through various channels, including phone, email, EMR portal, and in-person appointments
17. Exceptional communication skills and etiquette with patients, partners and providers re: forms and consents, as per SOP
18. Register new patients in medical record system (Accuro) and set up files
19. Assist patients in navigating Wawa portal for smooth service experience
20. Determine and monitor patients’ position on waitlist
21. File faxes and referrals and add notes as needed for future reference
22. Maintain CRM files by entering efficient, detailed, and accurate data and documentation related to all patient communications
23. Share important information with coworkers to facilitate patient care
24. Assist with regular upkeep and cleanliness of reception desk and area

Qualification and Requirements

1. College diploma or Medical Office Assistant diploma
2. 2+ years experience in Medical Administration required (fertility background preferred)
3. Ability to multitask
4. Experience handling reception duties and working with multi-line phone system with track record of accuracy and speed, ideally as Medical Secretary
5. At least one (1) year of experience with electronic medical records system
6. Solid working knowledge of MS Word, Excel, and Outlook, and virtual meeting technology (Zoom, Teams)
7. Effective communication skills, verbal and written (English)
8. Ability to switch tasks, respond to shifting priorities and refocus after interruptions
9. Ability to relay messages by phone, in person or in writing
10. Strong knowledge of customer service principles and practices
11. Keen attention to detail and problem-solving skills
12. Must have kind, compassionate, empathetic, and friendly approach to patient-centred care
13. Must support the organizations commitment to diversity, inclusion and LGBTQ+ community
14. Ability to work independently and within team

Why Join Us?

1. Enjoy a dedicated, high-energy work environment
2. Competitive compensation package
3. On-site parking and transit-oriented location
4. Career development opportunities
5. Company culture events and team building
6. Work in a clinical environment that offers the latest fertility advancements, expertise, alongside the inspiring Dr. Marjorie Dixon
7. Work in the most renowned fertility clinic in Canada, with best in-class-care, top in-house laboratory
8. Become part of an award-winning, influential team that improves access to care, are leaders in inclusivity and that gives back to the community
9. Have an opportunity to grow your professional profile alongside Anova
10. Work in a stunning, modern office, conveniently located at Yonge & Sheppard

Profile

1. Passionate – you’re committed to providing exception customer service to Anova Patients
2. Driven - you’re a responsible and organized professional and a rockstar in your chosen field
3. Compassionate – you are empathic with patient needs and concerns, and you understand confidentiality
4. Accountable – you are a gem and accountable for being consistent and delivering best-in class-service you can, taking pride in your work
5. Unfazed under pressure – you put the puck in the net when expectations are high, thrive in a patient-facing environment

How to apply: if you are interested in joining a company that is passionate about being the gold standard for successful reproductive health and fertility centres, please send us your resume and cover letter.

Job Type: Full-time

Pay: $45,000.00-$55,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Application question(s):

• Are you legally entitled to work in Canada?

Experience:

• working with Electronic Medical Record: 1 year (preferred)

Work Location: In person