Overview and Purpose of the Role
Reporting to the Manager of Diagnostic Imaging, the Patient Access & Referral Specialist is responsible for coordinating patient referrals, managing diagnostic imaging bookings, and supporting timely access to care. This role requires strong organizational skills, attention to detail, and the ability to collaborate with patients, physicians, and healthcare teams to ensure referrals are processed accurately and appointments are scheduled efficiently.
The Patient Access & Referral Specialist plays a key role in supporting patient flow, maintaining accurate records, monitoring waitlists, and providing a positive, patient-centered experience throughout the Diagnostic Imaging journey.
Key Duties & Responsibilities:
- Review, process, and coordinate incoming patient referrals for Diagnostic Imaging services
- Verify requisitions are complete, accurate, and meet established booking requirements
- Communicate with referring providers to obtain missing information, clarification, or required documentation
- Assess referrals for completeness and escalate referrals requiring clinical review to the appropriate clinical team
- Schedule, reschedule, and cancel diagnostic imaging appointments in Meditech while ensuring appropriate prioritization of urgent bookings
- Manage appointment templates and support efficient utilization of Diagnostic Imaging resources
- Provide patients with clear appointment information, preparation instructions, and guidance throughout the scheduling process
- Respond to patient and provider inquiries in a timely, courteous, and professional manner
- Provide guidance to patients and physicians regarding referral pathways, scheduling processes, imaging services, and obtaining reports
- Verify patient identity, OHIP or alternate insurance coverage, and ensure all required documentation, requisitions, and supporting information are complete
- Support patients with completion of required documentation and direct them to additional testing or services as required
- Maintain accurate referral tracking records, patient waitlists, and patient information within electronic medical records
- Track referral timelines from receipt through appointment completion and identify opportunities to improve access and reduce wait times
- Monitor referral volumes, turnaround times, and operational data to support workflow optimization
- Prepare reports and provide updates related to referral management, patient access, and waitlist performance
- Maintain accurate patient records, reconcile discrepancies, and assist with documentation required for billing purposes
- Coordinate timely communication with referring providers, physicians, and external healthcare partners
- Provide a welcoming and professional experience by greeting patients and visitors and directing them appropriately throughout the Diagnostic Imaging department
- Maintain patient confidentiality and comply with privacy legislation, including PHIPA
- Promote an inclusive, equitable, and respectful healthcare experience for all patients and families
- Collaborate effectively with physicians, nurses, technologists, administrative staff, and interdisciplinary healthcare teams
- Support continuous improvement initiatives related to referral management, patient access, and departmental workflows
- Train and support new staff while promoting professionalism and adherence to department standards
- Perform additional administrative duties and special projects as assigned
Corporate Responsibilities:
- Participate in all mandatory training requirements and work in compliance with the Occupational Health and Safety Act and Regulations, Schroeder Ambulatory Centre Policies and Procedures, as well as established industry guidelines
Skills & Qualifications:
- Completion of a Medical Office Administration, Office Administration – Health Services, Medical Office Practices, or related post-secondary program preferred
- Minimum of 1–3 years of recent administrative experience in an ambulatory care, hospital, or clinical healthcare environment
- Experience with patient scheduling, referrals, registration, or Diagnostic Imaging operations is an asset
- Strong knowledge of medical terminology required
- Experience working with electronic medical records (EMR); experience with Meditech Expanse and PACS Vue is considered an asset
- Strong verbal and written communication skills with the ability to communicate professionally with patients, families, physicians, and healthcare teams
- Ability to follow established templates, procedures, and guidelines while maintaining accuracy and attention to detail
- Highly organized with the ability to prioritize multiple tasks, manage competing deadlines, and maintain an organized workspace
- Demonstrated ability to work independently on assigned tasks with general supervision
- Strong interpersonal skills with the ability to work collaboratively within a multidisciplinary team environment
- Ability to make decisions related to daily tasks within established guidelines and procedures
- Demonstrated problem-solving skills with the ability to identify and resolve routine issues with guidance when required
- Ability to handle confidential information with discretion and maintain privacy at all times
- Strong customer service skills with the ability to provide compassionate and respectful support to patients and healthcare providers
- Computer proficiency in Microsoft Office 365 (Word, Excel, Outlook)
- Flexibility to work shifts, evenings, weekends, or after-hours as required to support operational needs
- Satisfactory passing of a criminal record check/vulnerable sector check
- Provide proof of immunization and TB records
Join Our Team:
Schroeder Ambulatory Centre is a non-profit medical facility dedicated to enhancing the quality of life for Ontarians through accessible, outpatient healthcare. The Centre will offer a comprehensive range of clinical, diagnostic, and surgical services in alignment with its mission to reduce pain, improve mobility, and streamline healthcare delivery.
In collaboration with hospital and academic partners, Schroeder Ambulatory Centre aims to strengthen public health capacity and drive innovation in care, ensuring a more efficient and compassionate healthcare experience for the community.
At Schroeder Ambulatory Centre, we are committed to fostering an inclusive and accessible recruitment experience for all candidates. If you require accommodations at any stage of the hiring process due to a disability or medical condition, please let us know. We will work with you to ensure your needs are met in a respectful and confidential manner.
We appreciate all applications; however, only those selected for an interview will be contacted.
This posting is for a current vacancy.
