Program Assistant - NPLC

Who we are:

Canadian Mental Health Association Durham is an integrated community mental health and primary care hub that has been providing mental health services to Durham Region for over 60 years.

During that time, it has evolved to provide a broad range of services to individuals and their families experiencing mental health challenges, from information and education to case management, psychosocial rehabilitation, housing and primary healthcare. These services are provided through inter-professional teams focused on providing clinically based services that, in addition to dealing with client mental health issues, address social determinants of health using the recovery model.

Overview of the Role:

Reporting to the NPLC Performance Manager, this position provides reception and administrative support services for the Canadian Mental Health Association (CMHA) Durham’s Nurse Practitioner Led Clinic (NPLC).

Duties and Responsibilities:

• Welcomes and directs all clients and visitors to the clinic


• Registers clients, confirms current contact information and updates allergies and involvement with other CMHA Durham programs in the Cumulative Patient Profile


• Provides administrative support services and reception duties for the clinic, including incoming and outgoing mail responsibilities


• Answers general phone inquiries in a professional and courteous manner


• Schedules appointments for Nurse Practitioners, Clozapine monitoring, injection services, labs, outreach and Allied Health Care Providers


• Oversees scheduling to ensure appropriate use of clinic space each day


• Maintains NPLC’s waitlist in accordance with NPLC triage policy and waitlist guideline


• Checks and responds to clinic messages (may involve scheduling appointments, receiving and distributes incoming information i.e. incoming fax, mail etc.)


• Calls clients to remind them of upcoming appointments when necessary


• Schedules external diagnostic tests (prenatal screening, ultrasound, specialist appointments)


• Communicates with other agencies to obtain medical documentation as needed


• Reconciles all correspondence from collaborating physicians


• Responsible for file management


• Enters client information in database and updates information as necessary


• Initiates new client charts and updates the chart audit document


• Maintains vaccine refrigeration monitoring


• Ensures all outgoing medical documentation requests and tests are processed by the clinic and continue to follow up including receipt of consultation reports


• Orders office supplies


• Generates, distributes and finalizes all meeting minutes


• Completes scanning and attaching of documents each day including faxes and photocopies as required


• Performs other tasks as assigned by management

Client Safety:

Adhere to CMHA Durham client safety programs including program policies as well as infection control and prevention procedures. In partnership with clients, family members, and fellow staff, maintain open lines of communication to assist the organization in identifying and achieving quality outcomes for client safety. Report client safety incidents and suggested improvements to manager or delegate. 

Other Duties as Assigned:

• Attend, participate in team meetings and all employee meetings 

• Participate in organizational quality improvement activities, e.g. accreditation projects, committee work, special events 

• Participate in quality improvement activities at the team/program level 

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.

Effort:

• Sits at a desk, as well as walks, stands and lifts, in order to perform the duties of the job


• Concentration, attentiveness and creativity required daily to answer inquiries, format documents, prepare documents, listen to staff and colleagues, etc.


• Committed to self-care to maintain therapeutic competencies

Risk Management: 

Minimizes risks adhering to CMHA Durham Policies and Procedures identifying, assessing, evaluating and controlling risks ensuring well-being of employees and clients.

Qualifications:

• Medical Office Administration Degree/Diploma and a minimum of two years related experience or equivalent combination of education and experience


• Ontario Medical Secretaries Association membership would be an asset


• General knowledge of the mental health environment in Ontario


• Excellent communication (written and verbal) and interpersonal skills


• Ability to work with clients suffering from severe and persistent mental illness


• Highly organized, able to multitask and meet deadlines with many interruptions


• Ability to work with individuals of diverse backgrounds


• Knowledge of MS Office (Word, Excel, Access, PowerPoint and Outlook) and medical database software

Working Conditions:

• Works in a medical office environment


• Exposure to clients in crisis


• Exposure to distractions, interruptions and deadlines


• Some exposure to hazards, including the handling of specimens

What We Offer:

CMHA Durham is a non-profit community-based organization that believes that mental and physical health care is for everyone regardless of class, race, sexuality, gender, age, faith, or ability. With a flexible working model (within reasonable parameters of the program), memberships to meditation apps, competitive vacation, wellness time and 100% employer paid health benefits, work-life balance is not only encouraged but expected. Our Monday – Friday work week has 35 hours for most position and everyone gets their birthday off with pay.

Read more about us at CMHADurham.org/getinvolved. CMHA Durham endorses the principles of workforce diversity and does not use AI algorithms or automated decision-making in the recruitment process. All qualified candidates are encouraged to apply; however, only those selected for an interview will be contacted. Please advise us if you require any level of accommodation; we are here to help and support you.