SCOPE

Reporting to the Clinic Manager, the Call Centre Representative / Patient Care Coordinator is responsible for answering incoming phone calls, responding to patient inquiries about Acumen Health, and performing Medical Office Assistant duties. This role ensures that all patient interactions and administrative tasks are carried out in a coordinated, efficient, and client-focused manner. The position plays a key role in supporting patients throughout their journey with our health professionals.

Responsibilities

- Answer incoming phone calls, respond to patient inquiries about Acumen Health, and provide accurate information regarding surgeries, services, and pricing
- Direct calls to the appropriate department or staff member in a qualified and efficient manner
- Schedule patients for providers, including surgeons and therapists
- Perform data entry and administrative tasks to support clinic operations
- Ensure office policies and procedures are followed at all times
- Use word processing, spreadsheet, database, and presentation software to prepare invoices, letters, etc.
- Greet patients upon arrival, ensure all required paperwork is completed, and collect payments as needed
- Prepare patient files for providers and ensure calendars are accurate and up to date
- Maintain patient files and documentation throughout their care journey
- Organize and maintain filing systems to ensure accuracy, accessibility,



and confidentiality
- Coordinate requisitions for patient imaging, lab work, and other referrals
- Communicate effectively with third parties, partner clinics, and other health professionals
- Participate in the development and improvement of clinic systems, including EMR/CMR design, reporting, and policy updates
- Manage time and tasks efficiently, prioritizing according to urgency

Qualities

- Professional, courteous, and compassionate when interacting with patients and team members
- Strong verbal and written communication skills, with a clear and friendly phone manner
- Ability to work effectively in a busy, fast-paced environment
- Highly organized, detail-oriented, and capable of managing large volumes of information
- Able to work independently and collaboratively within a team
- Comfortable working under pressure and meeting tight deadlines
- Flexible and adaptable to changing priorities, roles, and schedules
- Quick learner with a desire to continuously improve and grow
- Reliable and dependable, maintaining confidentiality and professionalism at all times

Job Types: Full-time, Permanent Pay: $23.00-$25.00 per hour

Benefits

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Experience:
- Medical Office Administration: 2 years (required)

Work Location: In person

📌 Call Centre Rep / Patient Care Coordinator (Kelowna)
🏢 Acumen Clinic
📍 Kelowna