Medical Office Admin + Referral Intake - Maple, ON

ROLE SUMMARY · Maple Urology and Élevé are seeking a highly organized, tech-forward administrative professional to support two distinct but connected clinic models: · Maple Urology is a OHIP based, referral-only specialist urology clinic · Élevé is a referral-based and private-pa ...

Job description

ROLE SUMMARY

Maple Urology and Élevé are seeking a highly organized, tech-forward administrative professional to support two distinct but connected clinic models:

• Maple Urology is a OHIP based, referral-only specialist urology clinic
• Élevé is a referral-based and private-pay clinic focused on regenerative medicine, pelvic and genitourinary health, sexual health, aesthetics, and wellness

This role blends medical administration, reception-style scheduling support, EMR documentation, billing coordination, and (for Élevé) proactive booking follow-up to support consult conversion and patient experience.

The successful candidate must be comfortable switching between two clinic workflows while maintaining accuracy, professionalism, privacy compliance, and a calm, patient-first tone.

(HYBRID REQUIREMENT)

• Day-to-day work is remote
• Candidate must be within reliable commuting distance (within 20 minutes ideal)
• Must be available for on-call in-person clinic support approximately 2-4 days per month, as needed (examples: reception coverage, operational back-up, supply support, urgent in-clinic admin needs)

KEY RESPONSIBILITIES

1) Referral Intake & Specialist Coordination (Maple Urology – Referral Only)

• Monitor and manage incoming referrals via fax/email and internal channels
• Confirm referral completeness and request missing documentation as required
• Maintain clean referral tracking and accurate intake documentation
• Coordinate consult scheduling based on referral requirements and clinic workflow
• Support outgoing referral coordination and communication with external providers
• Assist with chart preparation and record organization as needed

2) Patient Scheduling, Booking & Front-of-House Support (Both Clinics)

• Coordinate appointments and manage provider calendars
• Respond to phone/text/email inquiries and support scheduling changes
• Maintain appointment accuracy, confirmations, and patient readiness
• Coordinate the efficient flow of patients through the stages of their visit
• Provide occasional in-person reception coverage when required
• Communicate effectively with internal and external parties in a professional, calm manner

3) Private Pay Lead Management & Consult Conversion (Élevé)

• Manage inbound private-pay inquiries and convert qualified leads into booked consultations
• Conduct structured follow-up after consultations to support timely booking into recommended programs/packages
• Provide accurate, consistent information about services, timing, and booking requirements
• Support upselling of eligible packages and retail products where appropriate
• Track lead stages using clinic systems and shared trackers

4) EMR Support, Documentation & Medical Admin

• Update and maintain patient records in the EMR
• Support intake documentation, including medical history forms, consent forms, and pre-treatment requirements
• Provide word processing/typing support for moderate to complex clinic documentation and materials
• Maintain professional written communication and documentation standards
• Ensure accuracy, confidentiality, and completeness across all patient-facing and internal records

5) Billing, Payments, Payroll & Financial Administration

• Prepare invoices, process payments, and support billing workflows
• Monitor outstanding balances and follow up in accordance with clinic protocols
• Administer and monitor billing procedures and departmental tracking records
• Support internal reporting and spreadsheet tracking as required

6) Workflow Optimization & Administrative Operations

• Maintain and improve electronic and paper filing/retrieval systems
• Identify opportunities to improve administrative efficiency and patient experience
• Assist with building and maintaining internal templates, workflows, and systems
• Manage priorities effectively in a fast-moving, rapidly changing environment
• Support other administrative duties as assigned

7) Privacy, Confidentiality & Compliance (PHIPA)

• Maintain strict compliance with PHIPA and clinic privacy policies
• Handle confidential patient information with professionalism and discretion
• Use secure practices when working remotely (password protection, secure storage, device safeguards)
• Escalate privacy concerns or suspected breaches immediately per protocol

REQUIRED QUALIFICATIONS

• Completion of Grade 12 (or equivalent)
• Completion of a recognized medical or business post-secondary secretarial program (diploma level) or equivalent experience
• Minimum 3 years of related medical administrative / clinic support experience preferred
• Strong working knowledge of:
• Word processing, spreadsheets, and database tools
• Calendar management and scheduling coordination
• Professional phone/email communication
• Knowledge of Artificial Intelligence (AI) and how to use it safely in clinical settings.
• Proven ability to work securely and independently in a mainly remote, in person as needed environment
• Strong organizational skills and ability to manage competing priorities
• Mature, tactful, calm under pressure, and highly reliable
• Must live within a reasonable distance of the office
• Must be available during business hours for patient communication (even if flexible)

REQUIRED TECH & SYSTEMS EXPERIENCE (OR STRONG ABILITY TO LEARN)

Experience with (or ability to quickly learn):

• Epic
• Telus Health
• Accuro
• Weave
• Google Gemini Business

PREFERRED / ASSETS

• Experience in a specialist clinic environment (urology, OB/GYN, pelvic health, etc.)
• Experience supporting referral intake and specialist scheduling workflows
• Experience in private-pay medical services, med spa, or wellness clinic settings
• Comfort with light sales expectations tied to consult conversion and package booking
• Experience with billing workflows, insurance coordination, and payment processing

KEY SKILLS & TEAM FIT

The ideal candidate is:

• Extremely organized and detail-oriented
• Confident and professional in patient-facing communication
• Comfortable handling high call/email volume and sensitive topics
• Strong at follow-up, closing loops, and keeping tracking systems clean
• Able to multitask effectively and stay calm during busy periods
• Tech-forward and quick to adapt to new systems
• Proactive, solutions-focused, and able to work with minimal supervision
• Insightful, mature, tactful, and able to remain composed under pressure

Not a fit if you dislike fast-paced clinics, follow-up work, or switching between multiple systems.

IMPORTANT NOTE ON ROLE EXPECTATIONS

This role supports two distinct clinic models and requires strong adaptability:

• Maple Urology: referral intake, specialist coordination, records flow, and operational admin
• Élevé: consult booking, private-pay follow-up, patient experience, and package conversion support

Job Type: Part-time

Pay: $23.00-$26.00 per hour

Expected hours: 24 – 30 per week

Benefits:

• Flexible schedule
• On-site parking
• Store discount
• Work from home

Work Location: Hybrid remote in Maple, ON