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