CCHS Facility: Cleveland Clinic Canada

Department: Operations

Job Title: Express Care Coordinator (Casual)

Position Reports To: Director, Virtual Care and Specialist Operations

ABOUT CLEVELAND CLINIC

As a global, academic medical centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and is located in downtown Toronto. Our multi-disciplinary team of clinicians provides a variety of medical and wellness services that help prevent disease and improve overall quality of life. To learn more visit www.clevelandclinic.ca.

GENERAL SUMMARY:

Reporting to the Director of Virtual Care and Specialist Operations, the Express Care Online Coordinator provides essential administrative and operational support to Nurse practitioners and patients.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

- Collaborate and communicate with the nurse practitioners and patients to maintain smooth on-demand virtual visits with patients.
- Coordinate and schedule virtual and in-person appointments, including managing shift templates and manual entry in EPIC.
- Support patients with technical setup and troubleshooting for virtual visits.
- Provide patients with relevant information and resources before and after appointments.
- Process and track referrals, imaging, lab requisitions, and follow up on results to ensure timely review.
- Obtain external medical records and patient authorizations as needed for specialist referrals.
- Act as a liaison for post-appointment questions, ensuring timely communication and resolution.
- Maintain accurate documentation of all patient interactions in the EMR.
- Monitor and address Express Care Online workflow issues,



escalating recurring problems to the manager.
- Respond to all emails and voicemails promptly and professionally.
- Support the development and improvement of service processes and quality measures.
- Assist in training new team members on day-to-day coordination tasks.
- Other duties as required.

MINIMUM QUALIFICATIONS:

Education, Knowledge, Skills and Abilities –

- Bilingual (English and French)
- 1-3 years experience in Medical Office Administration
- Experience working with EPIC or other electronic medical record systems is an asset.
- Passion for healthcare and providing an excellent patient experience.
- Ability to multi-task in a quick-paced environment is critical to success.
- Expert knowledge of medical terminology attained through experience or formal coursework is required.
- Significant attention to detail and organizational skills are required.
- Strong interpersonal skills, verbal and written communication skills are needed as the role requires frequent communication with patients, outside physicians and their office staff, as well as internal staff at all levels of the organization.
- Strong problem-solving skills required to coordinate multiple resources and requests in a short time frame.

Shift Availability:

We are looking for a casual team member to cover 2-3 shifts per week, for evening and weekend hours.

Job Type: Casual

Pay: $20.00-$27.00 per hour

Application question(s):

- Are you available to cover 2-3 shifts per week?

Shift times:
Monday–Friday
- 6:00 AM – 8:00 AM
- 6:00 PM – 12:00 AM (midnight)

Saturday & Sunday
- 6:00 AM – 12:00 PM (noon)
- 12:00 PM – 6:00 PM
- 6:00 PM – 12:00 AM (midnight)

Experience:

- Medical Office Administration: 3 years (preferred)

Language:

- French (preferred)

Work Location: Remote

📌 Bilingual Express Care Online Coordinator (casual) (Ontario)
🏢 Cleveland Clinic Canada
📍 Ontario