Lead Intake and Referral Coordinator

Job description

Company Description Altum Health is a department within the University Health Network with over 300 employees across several sites with treatment clinics in Ajax, Barrie, Brampton, Cambridge, Hamilton, Mississauga, Oakville, Oshawa, Toronto, Scarborough, and Vaughan. We offer a full continuum of prevention, rehabilitation, and health care services to third party payors and individuals, including the Workplace Safety and Insurance Board (WSIB), employers, and insurers. Division 3 of Altum Health is Assessment Services for which UHN – West Park Assessment Centre falls under. We are a provider of objective third party assessments and multidisciplinary assessment services to auto insurers, the medical‐legal, disability management community and employers. At Altum Health, we believe in providing “The Right Care. Always”. We actively participate in outcomes data collection, analysis and reporting, continuous quality improvement and the education and training of the next generation of health and service professionals. Job Description Union: Non-Union Number of vacancies: 1 New or Replacement Position: New Site: UHN West Park Assessment Centre Department: Altum Health Reports to: Operations Manager Salary Range: $40.34 - $50.43 per hour Hours: 37.5 hours per week Shifts: Days, Monday - Friday Status: Permanent Full-time Closing Date: Open until filled UHN – West Park Assessment Centre is seeking an experienced Lead Intake and Referral Coordinator to oversee the Intake and Referral Process, end to end, including but not limited to, triage, coordination/assignment of work to team members, communication with referral sources when required, issue(s) escalation and resolution. Additionally this role will understand the complexities related to the assessment process and will ensure operational efficiency. In accordance with established standards, professional requirements, the Lead Intake and Referral Coordinator’s role is an integral member of Intake & Referral team and a point of contact for Referral Specialists and Client Service Representatives related to intake, scheduling and report finalization. This position plays a key role in contributing to the quality of customer satisfaction and services provided by the Assessment Centre. As the Lead Intake and Referral Coordinator, you will need to demonstrate a strong ability to lead a team and must possess knowledge of intake processes within the Auto Insurance Industry. The Lead Intake and Referral Coordinator ensures a smooth workflow by arranging specific needs and accommodations for a range of customers, including Assessors, Insurers, and Assessment Centre Staff. This role is essential for facilitating seamless operations and effective communication among all involved parties. The Lead Intake and Referral Coordinator must be adept at managing multiple tasks and priorities in a fast‐paced environment, ensuring efficient processing and coordination to meet the demands of all stakeholders. Excellent skills in Quality Assurance and accurate referral processing are required. KEY RESPONSIBILITIES: Lead Coordination of Referrals and Intake processes Provide Team leadership, implement process improvement, and navigate complex case management. Assist with Processing Referrals Triage Referrals and Assign/Schedule Assessors Understanding & vetting issues with respect to complexity, assessor(s) and scheduling Responsible for processes in WIN (operating system), inclusive of managing open files, ensuring transportation, interpreting, assessor time and assessment locations are coordinated Assist in resolving customer billing issues and complaints Work collaboratively with administrative personnel to deliver a timely and an exemplary customer experience; provides direction to referral specialist(s) for booking and scheduling needs Helps facilitate timely delivery of clinical reports through tracking and follow up to manage customer service level agreements Maintain ongoing tracking and appropriate documentation to support operational Service level Agreements and Key Performance Indicators Assist with Assessor set‐up in WIN & HCAI Thorough understanding of the Statutory Accident Benefit Schedule and Independent Assessment processes inclusive of timeframes with respect to intake tasks and functions Quality assurance, ensuring accurate and thorough output from the Referral Specialists Qualifications Bachelor’s degree in relevant health related field, and registration with regulatory college Minimum 3‐5 years’ experience in the independent assessment industry, specifically in the MVA marketplace Must have experience in intake and referral processes Experience & understanding of customer portals/platforms, i.e. eClaims & SmartSimple is preferred Must possess leadership skills Strong focus on customer experience Demonstrated organizational and multitasking skills Enjoys working in a collaborative team environment Superlative communication skills (written and verbal) Shows initiative and exhibits excellent judgement Demonstrated ability to work with a high level of autonomy Excellent computer skills and knowledge of Windows environment and adaptability to learning new software/programs Proficiency with Office 365 including Outlook, Word, Excel, SharePoint, Teams, Adobe Pro Additional Information Why join UHN? In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN. Competitive offer packages Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/ ) Opportunities for development and promotions within a large organization Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.) Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration. Vaccines are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code. UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially. University Health Network thanks all applicants, however, only those selected for an interview will be contacted.