Patient Intake Manager

Prism Eye Institute (PEI) has been serving the communities of North York, Brampton, Oakville/Mississauga and surrounding areas for over 50 years.

In 2020 North Toronto Eye Care (NTEC) merged with Prism Eye Institute, to form Prism Group Holdings (Prism) and the largest Ophthalmology practice in Canada.

In 2022, PEI further strengthened a partnership with Vision Group Canada (VGC) and is working to expand its footprint nationally. VGC operates over 50 clinics and 70 surgical facilities performing over 100,000 procedures annually.

PEI is an internationally renowned institute with 5 facilities and 2 surgical centres, serving over 200,000 patients and perform 10,000 surgeries each year. Prism is a centre of excellence providing a full spectrum of eye care and recognized for handling some of the most complex eye diseases in the world.

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Position Objective:

The Manager of Patient Intake (MPI), in partnership with the Associate Director, Optometry and Technician Services and the Associate Director of Surgical Services and Special Projects will ensure all departments in their respective portfolios are operating in a fashion that embodies the company’s values and contributes to a positive experience for our patients and physicians.

The MPI is responsible for managing systems and the performance of the front desk, call center and bookings & referrals teams. The MPI will be integral in continuous quality improvement, strategic and fiscal planning as well as program development. The MPI will also be responsible for migrating policies, procedures and systems with newly acquired and/or merging clinics.

Functional and Technical Responsibilities

1. Partnering with other leaders to ensure staff is adhering to practice standards and are fully executing the admin protocols.

2. Coaching and developing team members to ensure clinic effectively executes service principles and standards.

3. Supporting team leads with staffing, supplies and equipment as needed.

4. Effectively managing patient complaints – in accordance with our policies and procedures, you will be required to proactively and reactively manage service concerns and issues raised by patients.

5. Works with all leaders on staff/work force planning, hiring, scheduling, attendance tracking, rewards and recognition and dealing with human resource issues.

6. Using data to improve the patient experience in all departments as they relate to their respective portfolio.

7. In conjunction with the Associate Directors and the Executive Vice President, developing specific department goals that align with Prism’s annual strategic plan.

8. Providing and participating in regular weekly and monthly reporting and analysis to Team Leads, including outcomes for all key indicators with clear solutions.

9. Must be willing to travel in a designated area (Greater Toronto Area)

10. Performing additional duties as assigned.

Front Desk / Key Duties:

The key duties and responsibilities of the manager include overseeing the efficient operation of the front desk, supervising staff, scheduling appointments, maintaining patient records, ensuring excellent customer service, managing patient check-in and check-out processes, handling patient inquiries and concerns, coordinating with other clinic departments, implementing clinic policies and procedures, maintaining a welcoming and organized reception area, and assisting with administrative tasks such as billing and insurance verification. This role is crucial for creating a positive patient experience and ensuring the smooth functioning of the clinic’s front desk operations.

Call Centre / Key Duties:

The key duties and responsibilities of the manager include providing leadership to the team, managing performance, overseeing training and development, handling workforce management, ensuring quality assurance, optimizing processes, utilizing technology, resolving customer issues, analyzing performance data, managing budgets, ensuring compliance, facilitating communication, contributing to strategic planning, evaluating vendors and technology, engaging employees, managing risks, gathering customer feedback, and maintaining stakeholder satisfaction. These duties are essential for efficient call center operations and achieving the organization’s customer service and business objectives.

Booking and Referrals / Key Duties:

The key duties and responsibilities of the manager include overseeing various aspects of patient scheduling, registration, and administration. Their key responsibilities include supervising and leading the team, streamlining workflows, providing training, managing scheduling and resources, ensuring data accuracy, implementing quality assurance, handling billing and insurance verification, ensuring compliance with regulations, resolving conflicts, analyzing data for improvements, integrating technology, fostering communication, managing budgets, enhancing the patient experience, staying updated with industry trends, evaluating staff performance, preparing for emergencies, and collecting patient feedback. This role is crucial for efficient clinic operations, compliance, and a positive patient experience.

Qualifications:

1. Three to five years of management in the eye care industry is preferred

2. Medical or Health Related University Degree is considered an asset

3. Proven track record of meeting and achieving goals/targets

4. Flexible hours requiring occasional weekends and evenings

5. Strong multi-tasking skills in a fast-paced environment

Competencies:

1. Budget/Cost Control/Forecasting: Leadership, oversight and accountability, and support in the development and execution of department budget

2. Patient and customer service focus: Ability to consistently build long-term relationships based on the delivery of both patient service and patient care.

3. Team work: Readily sharing information, knowledge and personal strengths. Seeking to understand and building on differing perspectives of others to enhance team efficiency and quality outcomes.

4. Problem Solving: Ensuring that decisions are made based on policies, rules and organizational directives and solving the emerging problems. Thinking critically through analysis required to proactivity address business and organizational issues into the future.

5. People Development: Effective leadership focusing on developing others, holding self and others accountable through visionary leadership.

6. Oral and written communications: The knowledge of effective and appropriate communication patterns and the ability to use and adapt that knowledge in various contexts.

7. Conflict resolution, mediation and problem solving: Facilitating the prevention and/or resolution of conflict while preserving working relationships.

8. Time management and prioritization: Assesses relative importance of activities and assignments; adjusts priorities when appropriate and takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently.

9. Project leadership/project management: Strong ability to achieve results, through collaboration, impact and influence. Incorporating planning, coordination and executive, resulting in service and quality excellence.

10. Self Awareness: Personal effectiveness with strong emotional intelligence that focus on self knowledge/awareness and awareness of how to best conduct oneself setting an example for others.

Prism Eye Institute is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources.