Patient Access Representative - CVH Bed Allocation and Patient Registration

Job Description

The Patient Access Representative (Bed Allocation/Patient Registration) plays a vital role within the Patient Access team, serving as a key contributor to the seamless coordination of bed management across Mackenzie Health. Working in close partnership with the Patient Flow team, this position ensures the timely and appropriate placement, transfer and discharge of both Emergency Department patients and inpatients – all while upholding the highest standards in confidentiality and accuracy. This role is the primary steward of the organization’s corporate electronic bed board, functioning as a centralized resource that supports decision-making for both internal departments and external stakeholders. With a strong focus on real-time capacity management, the Patient Access Representative plays a critical role in maintaining patient flow efficiency by continuously monitoring, updating, and reconciling bed status across the hospital. In addition to bed management responsibilities, the Patient Access Representative also supports patient registration across the Emergency Department and Central Registration areas, helping to ensure timely access to care, reduce wait times, and contribute to a smooth patient intake experience. This position is further accountable for the accurate and timely completion of daily bed census activities, the coordination of preferred accommodation requests, and the facilitation of communication between registration, clinical, and operational teams—ultimately supporting Mackenzie Health’s commitment to patient-centered, efficient care delivery.

Contribute to safe, quality care by

• Facilitates complex patient flow activities including admissions, discharges, internal transfer, and continuous real-time tracking of patient movement across all sites
• Facilitates patient placement decisions based on clinical urgency, infection control protocols, and preferred accommodation requests, directly influencing the quality and timeliness of care delivery across the organization.
• Leads mandatory provincial reporting through CritiCall’s Hospital Resource System, serving as the hospital’s key point of accountability for real-time capacity updates and ensuring provincial compliance in critical care access.
• Maintains 24/7 oversight of the corporate bed census, playing a pivotal role in bed utilization optimization, capacity forecasting, and supporting hospital-wide operational flow strategies.
• Conducts detailed patient interviews and enters precise registration information into the electronic medical record (EMR), ensuring continuity and accuracy for downstream clinical and administrative functions.
• Educates patients on financial obligations, including visit-related fees and accommodation charges, and ensures all necessary billing consents and secure payment information are collected in compliance with standard practice.
• Performs daily validation of the accommodation census report to ensure correct patient placement, proactively addressing discrepancies that may impact patient satisfaction or clinical workflows.
• Coordinates complex direct admissions, liaising between external facilities, sending physicians, and inpatient units to facilitate a smooth and safe patient transition into hospital care.
• Collaborates extensively with clinical and administrative leaders, including Unit Managers, Patient Flow Specialists, and Shift Managers, to resolve bed shortages, prioritize high-acuity placements, and implement surge or escalation strategies.
• Provides high-level registration support in Emergency and Central Registration, stepping in to actively register patients during high-volume or overnight periods, ensuring continuity of access and minimizing delays in emergency care.
• Delivers full-spectrum registration services beyond the typical registration scope, seamlessly integrating clinical prioritization, administrative accuracy, and real-time patient flow operations across all access points and hours.
• Actively participates in daily bed management meetings, contributing operational insights, patient placement recommendations, and escalation strategies that influence hospital-wide flow and resource planning.
• Training and orientation of new staff.
• Other duties as assigned.

What must you have?

• Medical terminology certificate required or completion within 3 months of hire.
• Graduate of a Medical Office Administration Program or equivalent combination of post-secondary education and/or relevant experience, required.
• Health Information Certified Associate (HICA) designation and membership in good standing with the Canadian Health Information Management Association (CHIMA), or, meets eligibility requirements and commits to obtaining the designation within 6 months of hire
• A minimum of one year of Bed Allocation/ Bed Management experience or a minimum of two years of registration/ admitting experience in a hospital setting, required.

What else do you bring?

• Well-developed keyboarding/ computer skills with a minimum keyboarding speed of 40 wpm and experience using Hospital Admission Discharge Transfer (ADT) system(s) and Microsoft Excel, Word and Outlook.
• Ability for self-direction and to work independently exercising sound judgment with minimal supervision.
• Effective time management and organizational skills with an ability to work well under pressure, prioritize and manage multiple demands in a fast pace environment.
• Demonstrated initiative, stewardship, and teamwork skills.
• Demonstrated excellence in problem solving and critical thinking skills.
• Excellent customer focus with demonstrated ability to work well with fellow staff, internal and external customers.
• Maintains own competency.
• Seeks help and accepts guidance when a gap in competency is identified.
• Continually seeks ongoing education.
• Promotes and assists with activities for quality improvement.
• Proven attendance record.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Ability to perform the essential duties of the job.
• Effectively uses empathy in interactions with others.
• Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring.
• Models behaviour that is aligned with the values of Mackenzie Health – Excellence, Leadership and Empathy.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.

Preferably, your profile also includes:

• Previous experience working within Patient Access Representative classification within the last two years.
• Ability to speak a second language.

*This position is represented by OPSEU

*May be required to work at any site of Mackenzie Health

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Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.

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