Administrative Support Clerk/receptionist, Urgent Care Response Centre

Fraser Health is the second largest health system in Canada with over 45,000 staff, medical staff and volunteers, and is the largest of five regional health authorities in British Columbia, providing hospital and community-based health services to nearly 2 million people in Metro Vancouver and the Fraser Valley.

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All new hires to Fraser Health must have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.

Reporting to the Office Coordinator, this position provides administrative day-to-day support to the Urgent Care Response Centre (�UCRC�). The UCRC is a community outpatient centre that supports adults in crisis with mental health and substance use concerns requiring urgent care but not hospitalization, and provides coordinated �one-stop� services including assessment, initiation of treatment, crisis stabilization management, and facilitation of connection to appropriate care services. The UCRC promotes rapid engagement in the provision of consistent, relevant and timely delivery of client and family-centered care.

As the first point of contact with clients and their families, ensures a safe and welcoming environment for all individuals through a positive, customer-service and client-focussed approach, including support of client comforts. Works collaboratively within an interdisciplinary team-based model of care. Performs duties such as front desk reception, registering new clients and booking appointments and referrals, establishing and maintaining charts and chart organization including requests, maintaining database(s) and maintenance of electronic client case load, typing material utilizing word processing software, setting up and maintaining the filing systems, processing incoming and outgoing mail, faxes, reports/records and internal and courier documents, arranging meetings/special functions, and operating office equipment. Transcribes dictated reports, stenography services, as required. As a member of an interdisciplinary team, ensures clients and their family members are supported in navigating the health care system.

1. Provides reception services by performing duties such as operating a multi-line switchboard or phone, registering new patients, booking appointments, following up on physician orders regarding referrals and diagnostic tests, interdisciplinary team members orders, answering/directing incoming calls for staff, taking messages, answering routine inquiries and providing information of a general nature regarding the UCRC, receiving visitors, and referring to appropriate areas. Contacts other hospitals/organizations to obtain information as required.
2. Provides administrative duties such as preparing correspondence, reports and documents from handwritten draft, general instruction or transcribing, stenography, inputting client information, and maintaining registers utilizing various software and systems. Prepares various informational/resource packages by designing, updating, photocopying and collating packages/brochures for distribution to the patient and/or family.
3. Collects data from various sources, enters data into computerized systems and ensures data is kept up to date. Gathers, compiles, and retrieves information as required and prints related reports.
4. Sets up and maintains the client and administrative filing system, according to policies and procedures designed to protect confidentiality, for a variety of records such as correspondence, reports, minutes, and directories by performing duties such as creating and labeling files, developing forms, indexing materials and filing.
5. Processes incoming and outgoing mail, faxes, reports/records, internal and courier documents by performing duties such as receiving, recording, date stamping, sorting and distributing mail to appropriate personnel and preparing outgoing mail for pickup or shipping as required. Signs for receipt of packages and shipments.
6. Performs general staffing and timekeeping functions such as calling in relief staff from a pre-established list, tracking hours worked, and reviewing timesheets for accuracy.
7. In the course of completing duties to the Centre, assists the clients to feel safe and at ease through a welcoming, client-centred approach, focussing on client comforts such as by offering water or coffee, greeting clients and escorting/providing directions to provide a warm hand-off in the transition of care.
8. Maintains levels of stationery, office supplies and resources according to pre-determined levels by methods such as photocopying, completing requisitions for signature and forwarding approved requisition to appropriate personnel. Organizes office supply areas and maintains tidy workspace.
9. Arranges meetings/special functions as directed by performing duties such as booking meeting rooms, arranging catering, contacting appropriate personnel, sending invitations, typing and circulating notices and/or agendas from written drafts, and recording and distributing minutes.
10. Operates office equipment such as photocopiers, shredders and fax machines and carries out minor maintenance such as loading paper, removing paper jams, cleaning glass, and changing toner cartridges. Refers further maintenance required to the Office Coordinator.
11. Liaises with staff of health care and social service organizations, as well as general practitioners' offices to provide program-related information.
12. Provides call centre support by operating call centre switchboard or phone, answering/directing incoming calls for the service, as assigned.
13. Performs other related duties as assigned.

• Ability to type 50 wpm.
• Ability to communicate effectively both verbally and in writing in English.
• Ability to work effectively with the multi-disciplinary team and be a self-starter.
• Ability to deal effectively with others.
• Effective interpersonal skills.
• Ability to deal effectively in conflict situations.
• Ability to exercise sound judgement.
• Ability to organize work and establish workload priorities in collaboration with others.
• Ability to take initiative.
• Ability to work independently and in collaboration with others.
• Ability to use applicable computer equipment and software at a basic level.
• Working knowledge of iPHIS.
• Working knowledge of general office practices and procedures and their application.
• Knowledge of relevant acts, regulations, programs, policies and procedures.
• Ability to work within a team and promote a team environment.
• Physical ability to perform the duties of the position.