Patient Access Representative - Central Intake

Job Description

The Patient Access Representative - Central Intake is a specialized administrative and access-coordination role within the centralized Diagnostic Imaging (DI) Central Intake Hub at Mackenzie Health. Reporting to the Manager, Central Intake, the role is responsible for the accurate validation, coordination, and management of diagnostic imaging referrals in alignment with standardized regional access criteria, clinical readiness requirements and integrated workflows across partner sites.

The Patient Access Representative - Central Intake supports timely, equitable, and patient-centered access to diagnostic imaging services by applying advanced referral quality assurance practices, performing structured decision-making within established clinical and operational frameworks, and maintaining high standards of data integrity and system accuracy. The role acts as a subject matter resource for DI referral pathways, quality expectations and system navigation requirements.

Working collaboratively with referring providers, patients, regional partners and internal stakeholders, the role contributes directly to access performance, workflow optimization, and service navigation, ensuring a positive patient and provider experience. This position also supports continuous improvement through monitoring of referral quality trends, operational issues and opportunities for process enhancement across the regional coordinated access model.

Contribute to safe, quality care by:

• Receive, review, and process diagnostic imaging referrals from multiple sources, including eReferral systems, fax, eFax, and integrated health information systems.
• Validate referral completeness and accuracy, ensuring required clinical information, documentation, and demographics are present.
• Route referrals to the appropriate diagnostic imaging modality, site, or service pathway based on standardized criteria, urgency, and patient preference.
• Apply established triage and routing workflows, escalating referrals that do not meet criteria or require clarification.
• Perform quality assurance checks on incoming referrals to ensure compliance with standardized intake requirements, clinical standards, and privacy legislation.
• Identify and correct data discrepancies, duplicates, or errors to maintain accurate waitlists and patient records.
• Monitor referral quality trends and flag recurring issues to the Manager or designated leads for process improvement.
• Respond to inquiries from patients, referring providers, and internal teams regarding referral status, appointment readiness, and general access questions.
• Communicate clearly and professionally with senders and receivers to obtain missing information or clarify referral details.
• Support a patient-centered approach by providing accurate information and escalating concerns related to access delays or changing patient needs.
• Use provincially and organizationally approved coordinated access technology and DI information systems to manage referrals and patient data.
• Enter, update, and maintain referral information accurately across systems.
• Support adoption of new workflows, tools, and system enhancements as part of ongoing transformation initiatives.
• Adhere to all hospital policies, clinical standards, and legislative requirements related to privacy, confidentiality, and information management.
• Ensure referrals are processed in accordance with established turnaround times and quality benchmarks.
• Contribute to monitoring operational metrics such as referral volumes, processing times, and data quality indicators.
• Participate in quality improvement initiatives aimed at improving access, efficiency, and user experience.
• Provide feedback and suggestions to support optimization of intake and routing processes.
• Other duties as assigned.

What must you have?

• Graduate of a Medical Office Administration Program or equivalent combination of post-secondary education and/or relevant experience, required.
• Medical terminology certificate required, with the ability to interpret clinical information relevant to DI referral pathways.
• Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or, meets eligibility requirements and commits to obtaining the designation within 6 months of hire.
• 6 months’ experience with complex CT/MRI workflows, transcription, scheduling operations and modality-specific criteria is required.
• Minimum 2–3 years of progressive experience in a healthcare administrative, access management, referral coordination, or health information environment, ideally within a multi-site or regional model.

What else do you bring?

• Demonstrated experience supporting central intake functions, including centralized intake, referral management, access coordination, or patient flow processes, preferably within diagnostic imaging, ambulatory care, or specialty services
• Ability to navigate Process Fusion Capture Point and troubleshoot. Ability to learn and understand new technologies.
• Proven ability to perform referral validation, data quality assurance, and application of standardized access criteria, exercising judgment within established frameworks.
• Experience working with multiple digital health systems, including eReferral platforms, and electronic patient records to support operational workflows.
• Strong analytical and problem-solving skills, with the ability to identify data discrepancies, interpret referral information, determine next steps, , and escalate issues requiring clinical or operational review appropriately.
• Excellent written and verbal communication skills, with demonstrated ability to interact professionally with patients, physicians, and interdisciplinary teams and external stakeholders.
• Highly organized and detail-oriented with the ability to manage competing priorities and deadlines in a high-volume, performance-driven environment.
• Demonstrated accountability for privacy, confidentiality, and adherence to legislative and organizational standards.
• Ability to work both independently and collaboratively, contributing to team performance, access outcomes, and continuous improvement initiatives.
• Demonstrated commitment to patient-centered care, health equity, and system improvement.
• Proven attendance record.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Ability to perform the essential duties of the job.
• Effectively uses empathy in interactions with others.
• Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
• Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

Preferably, your profile also includes:

• Previous experience working within Patient Access Representative classification within the last two years.
• Certification or formal training in health information management, health informatics, privacy, quality improvement, or healthcare administration is an asset
• Additional assets include training or coursework in clinical workflow analysis, DI referral standards, digital health systems (eReferral, EMR), quality assurance or process improvement methodologies.
• Ability to speak a second language.

*This position is represented by OPSEU.*You may be required to work at any site of Mackenzie Health.

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Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.

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