Patient Information Coordinator – Customer Service Focus

About the Company

The Ottawa Hospital is one of Canada’s largest learning and research hospitals, providing compassionate, patient-centred care to more than 1.3 million people across Eastern Ontario. With a commitment to innovation, education, and excellence, we are dedicated to improving the health and well-being of our community through a full range of health services, research, and education.

Job Description

We are seeking a dedicated and empathetic Patient Information Coordinator with a strong customer service focus to join our team in Kanata. In this vital role, you will be the first point of contact for patients and visitors, providing essential information, guiding them through processes, and ensuring a positive and supportive experience. This position requires excellent communication skills, attention to detail, and a compassionate approach to patient interaction within a busy hospital environment.

Key Responsibilities

• Manage incoming patient inquiries via phone, email, and in-person, providing accurate and timely information.
• Assist patients with registration, appointment scheduling, and understanding hospital procedures.
• Maintain accurate and confidential patient records in compliance with privacy regulations and hospital policies.
• Direct patients and visitors to appropriate departments and services within the hospital.
• Resolve patient concerns and complaints with professionalism and empathy, escalating complex issues to appropriate supervisors when necessary.
• Collaborate with clinical and administrative staff to ensure seamless patient flow and experience.
• Provide administrative support, including data entry, filing, and managing office supplies to ensure smooth operations.

Required Skills

• Proven experience in a customer service or administrative role, preferably in a healthcare setting.
• Exceptional verbal and written communication skills with a clear and professional demeanor.
• Strong interpersonal skills with a patient-centred and empathetic approach.
• Proficiency in using office software (MS Office Suite) and data entry systems.
• Ability to handle sensitive information with discretion and maintain strict confidentiality (e.g., PHIPA compliance).
• Excellent organizational skills and ability to multitask effectively in a fast-paced and dynamic environment.
• Demonstrated ability to remain calm and effective under pressure.

Preferred Qualifications

• Post-secondary education in Medical Office Administration, Health Information Management, or a related field.
• Familiarity with hospital information systems (e.g., EPIC, Meditech, or similar EMRs).
• Bilingualism (English/French) is a significant asset for serving our diverse patient population.
• Knowledge of medical terminology.

Perks & Benefits

• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off and holidays to support work-life balance.
• Defined benefit pension plan with employer contributions.
• Opportunities for professional development, continuous learning, and career advancement within a leading healthcare institution.
• Supportive and collaborative work environment dedicated to patient care and employee well-being.
• Employee assistance program offering confidential support and resources.
• Access to exclusive employee discounts and wellness programs.

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