Coordinator

Job Summary & Requirements

The Patient Portal Coordinator plays a crucial role in helping patients access and manage their health information via the My Healthcare Patient Portal. They provide regional support and training for patients, administration, clinical staff, and physicians. This role focuses on promoting digital literacy and facilitating the use of the patient portal across the Care4 partnership. Responsibilities include training users, creating educational materials, and coordinating efforts to enhance system effectiveness.

This position involves working collaboratively with healthcare professionals and staff across the Care4 partnership, demonstrating excellent communication and organizational skills, and maintaining regional accountability for the efficient operation of the patient portal. Additionally, the role includes active participation in optimization initiatives and projects to enhance the overall patient portal experience.

Education:

• Two-year Medical Office Administration or Equivalent
• Medical Terminology
  
  

Experience:

• Minimum 3-5 years practical and related experience in a hospital setting
• Experience navigating the MEDITECH Expanse Patient Portal an asset
• Fluency in French is an asset
• Meditech experience preferred
  
  

Competencies:

• Advanced skills in Microsoft Office to maximize the development of electronic applications
• Excellent communication and interpersonal skills to deal with many different internal and external partners
• Analytical and organizational skills, with attention to detail
• Innovative and creative thinking skills
• Advanced computer literacy
• Demonstrated ability to communicate effectively (both oral and written format)
• Demonstrated ability to prioritize and function effectively in a busy environment
• Demonstrates commitment to maintaining confidentiality
• Knowledge of applicable governing acts including Personal Health Information Protection Act (PHIPA) Substitute decisions Act Health Care Consent Act etc.
  
  

Responsibilities :

Regional Training, Education & Promotions

• Develop and conduct training and education sessions to patients, families, and hospital staff, volunteers, and physicians regarding portal functionality
• Conduct regular rounding at each regional partner site, gathering feedback and sharing with Working Group
• Develop and implement tips sheets, video demonstrations and education material
  
  

Regional Support

• Respond to general phone and email inquiries from patients, families, staff and providers regarding patient portal access, navigation, and troubleshooting
• Manage preregistration edits, edit validations, and process the entry of secondary insurance cards
• Manage portal registration and login access requests including troubleshooting login errors and issues
• Answers and triage questions to proper stakeholder
• Facilities proxy requests for access to the patient portal including authentication of Power of Attorney and/or Substitute Decision Maker for patients including minors
• Review reports for unsuccessful registration attempts
• Contact patients to facilitate access
• Monitors reports and data to rectify inconsistencies concerning Care4 partner hospitals including but not limited to minor discrepancies, email inaccuracies, expired lists, and cases involving individuals ages 14 years and older with an email on file
• Manage the procurement and distribution of my health care supplies to the regional partnering sites
• Travel between hospital sites as required
  
  

Coordinate & Participate in Meetings

• Collaborates with Regional Privacy Office, Health Records, Registration and Clinical Application Specialists to maintain and develop positive working relationships
• Interact with regional contacts at various levels to update and facilitate improvement processes
• Benchmark external sources and inform management to assist with development in our standardized process
• Actively engage in continuous quality improvement and planning initiatives that contribute to the ongoing optimization of the patient portal