At Kensington Health, we are proud to have built a community where people can bring their full selves to work. As a not-for-profit, we believe in the work we do every day. It's what motivates us, inspires, and propels our bold vision forward: a better life for everyone.  

Diversity is at the heart of who we are and at Kensington, we celebrate our differences, knowing that creating safe, inclusive, and equitable spaces in healthcare strengthens our bold vision: building a better life for everyone. Our Diversity, Equity, and Inclusion efforts are guided by our DEI Strategy as we continuously strive to offer equal opportunities for all.  

Our people are what make Kensington Health such a special place to work, learn, and grow and delivering exceptional health care to our community – and beyond – is what keeps people here for years. Interested in reimagining community-delivered care with us? Check out our open roles! 

Job Overview

The Administrative Assistant supports safe, efficient, and standardized Endoscopy and Infusion operations by coordinating referrals, scheduling, registration, documentation, billing, and day-to-day clinic support using documented, system-based workflows. The position is process-driven; not person-dependent; with Accuro as the single source of truth for all patient, referral, scheduling, and waitlist information. Administrative Assistants share responsibilities and provide cross-coverage to ensure continuity of service. The role also provides administrative support to the Clinical Manager for operational coordination, documentation, reporting, and workflow management.

Responsibilities

• Maintain a professional, respectful, and customer-focused approach in all interactions with patients, families, physicians, and colleagues.

• Monitor the main Endoscopy & Infusion clinic email inbox and manage messages promptly and accurately.

• Retrieve and process referrals from SRFax, the clinic intake email, and Oceans in a timely manner.

• Enter all referrals into Accuro, capturing the original date received; upload, label, and organize all referral documents.

• Identify referral type (Endoscopy, Infusion, Consult, External Physician) and route appropriately using established workflows.

• Review all intake sources daily and clear all queues weekly; escalate incomplete, unclear, or urgent referrals per procedure.

• Schedule Endoscopy procedures, Infusion treatments, and physician consultations following standardized workflows.

• Contact patients to arrange appointments and provide clear preparation, arrival, and documentation instructions.

• Maintain and update Accuro waitlists daily; perform weekly cleanup to remove booked/completed cases, eliminate duplicates, and retire outdated referrals.

• Make at least three documented contact attempts before returning referrals to the provider after one month of unsuccessful contact (using the approved template).

• Register patients accurately in Accuro and verify complete demographic, insurance (OHIP), clinical information, and current address.

• Admit patients in the EMR according to clinic procedures and immediately flag any clinical, operational, or safety concerns to the Clinical Manager via Microsoft Teams (and by phone if urgent); document in Accuro.

• Manage and follow up on pre-operative questionnaires; if an anesthesia questionnaire has not been received, initiate and complete follow-up within required timelines.

• Prepare and create patient charts in advance (ideally one week prior), ensuring all patient records and forms are present and organized; submit pre-operative documentation for anesthesiology review within timelines.

• Print labels and prepare wristbands accurately and legibly, ensuring correct patient identifiers.

• Ensure complete, accurate, and current medical records; resolve missing or inaccurate information promptly to prevent delays or cancellations.

• Answer calls and voicemails in a timely manner; manage high call volumes and return messages promptly and professionally.

• Support front-desk operations, including patient check-in, inquiries, and overall clinic flow; provide break coverage as needed.

• Process incoming and outgoing mail; maintain organized, accurate administrative documentation.

• Verify OHIP information and demonstrate familiarity with insurance requirements as needed.

• Enter OHIP billing accurately and promptly in Accuro; process physician dictations, billing documentation, infusion payments, and invoices.

• Coordinate scheduling with ancillary departments to support clinic efficiency and patient throughput.

• Use EMR tools, scheduling systems, and approved administrative automation workflows consistently.

• Respond to medical record requests and patient information updates in accordance with privacy and confidentiality standards.

• Assist with backlog cleanup, data reconciliation, and continuous workflow/process improvement initiatives.

• Provide administrative support to the Clinical Manager, including documentation, reporting, data preparation, and operational coordination.

• Provide cross-coverage to ensure continuity of operations during planned and unplanned absences.

• Prepare a written handover before scheduled leave (outstanding referrals, pending contacts, unresolved issues, time-sensitive tasks) and review the handover upon return.

• Plan daily duties in order of priority and manage multiple tasks effectively in a fast-paced clinical environment.

• Perform and attend to other administrative duties as assigned by the Clinical Manager.

Qualifications

Required Skills and Abilities:

• Computer skills: Word, Excel, Outlook.

• Excellent communication skills, both written and oral.

• Well-organized with strong attention to detail.

• Annual BLS certification is a requirement.

• Ability to anticipate needs and work independently with minimal supervision.

• Ability to interpret ambiguous situations and put them into a structured framework.

• Ability to deal with multiple tasks and tight timelines.

• Ability to communicate in a professional manner with internal and external stakeholders and deal with impacts and issues.

Required Knowledge and Experience:

• Minimum three (3) years of experience in a healthcare environment in a similar role.

• Previous experience working in a fast-paced environment.

• Proficient in Microsoft 365.

• Knowledge of Accuro an asset.

• Previous endoscopy experience helpful, but not essential.

Required Professional Designation/Certificate:

• Post-secondary education in Medical Administrative or Business Administration studies or other related discipline would be an asset.