Position Summary The Receptionist serves as the first point of contact for patients, families, and visitors, providing a welcoming and professional presence at the Fort William Family Health Team. This role is responsible for managing patient check-ins, scheduling appointments, handling inquiries, and maintaining accurate records while ensuring strict adherence to privacy and confidentiality standards. The Receptionist supports clinical and administrative teams by facilitating smooth patient flow, coordinating communication, and contributing to a positive, patient-centered care environment.

Strong organizational skills, attention to detail, and effective interpersonal communication are essential to ensure efficiency, accuracy, and a high level of service.

Core Competencies

Patient-Centred Service -Provides welcoming, respectful, and compassionate service to patients and families. Demonstrates empathy, patience, and professionalism in all interactions, including high-stress situations.

Communication Skills -Communicates clearly and professionally in person, by phone, and electronically. Uses plain language and active listening to ensure understanding.

Privacy & Confidentiality -Maintains strict confidentiality of patient information in accordance with applicable privacy legislation.

Organizational & Administrative Skills -Manages tasks efficiently, ensuring smooth patient flow and accurate documentation.

Attention to Detail -Ensures accuracy in data entry, patient registration, billing information, and referral documentation.

Technical Proficiency -Demonstrates competence in electronic medical record (EMR) systems, scheduling software, and standard office applications.

Teamwork & Collaboration - Works cooperatively with physicians,



nurse practitioners, nurses, allied health professionals, and administrative staff to support coordinated patient care.

Professionalism & Accountability -Maintains punctuality, reliability, demeanor and professional appearance and adherence to organizational policies, procedures, and standards.

Cultural Sensitivity & Inclusion -Provides respectful service to patients of diverse cultural, linguistic, and socioeconomic backgrounds.

Conflict Resolution & Emotional Regulation - Handles complaints, distressed patients, or challenging interactions calmly and professionally.

Key Responsibilities

· Check in and receive paperwork from patients

· Rebook appointments for Allied Health Professionals

· Receive and manage phone calls for the Allied Health Professionals

· Action Ticklers (requests within the EMR) from Allied Health Professionals

· Provide administrative support to Allied Health Professionals including faxing, scanning

· Support the NP Led Walk In including check in, rooming patients

· Supports Psychiatrists for Shared Care Mental Health program

· Manages referrals for Shared Care Mental Health program

· Monitor incoming and outgoing faxes and supervises AI agentic fax sorting software

· Validate and stamp outgoing mail

· Provides cross coverage as requested

Qualifications





· High School diploma or general education degree (GED)

· 5+ years of relevant office experience or customer service experience

· Proficient in Microsoft 365 applications

· (Optional) French Language Proficiency will be considered an asset

· (Optional) Experience in a medical office or training as a medical secretary will be considered an asset

Performance Expectations

All employees are expected to score at least 50% or higher on the identified Core Competencies and Key Responsibilities for their position. Scores with less than 50% may trigger a performance improvement plan and period of increased support and training.

Compensation & Benefits

· Base Salary – the salary for this position is determined by Ontario Health

· Extended Health Benefits – this position is not eligible for perks and receives an additional 5.5% of pay in lieu of benefits

· Pension – this position is eligible for participation in HOOPP

Equity, Diversity and & Inclusion Statement The Fort William Family Health Team is committed to fostering an inclusive and equitable workplace that values and respects the unique contributions of all employees, patients, and community members. We embrace diversity in all forms, including but not limited to race, ethnicity, gender identity, sexual orientation, age, disability, religion, cultural background, and lived experience. Our organization strives to provide culturally safe, accessible, and unbiased healthcare services, and we actively work to remove barriers, address inequities, and create an environment where everyone feels valued, supported, and empowered to thrive.

Pay: $22.84 per hour

Work Location: In person

📌 Receptionist (Thunder Bay)
🏢 Fort William Clinic
📍 Thunder Bay