Status: Permanent, Full-Time

Department: Residence

Hours: Monday to Friday, 8:30 AM – 4:30 PM (75 hrs. per pay period)

Union: SEIU

Location: St. Catharines (some travel within region as needed)

Wage Range: $18.10 - $24.14/hr.

Position Summary

Reporting to the Director of Care, the Administrative Assistant (Client Care) is an integral role within an interdisciplinary team, supporting the Integrated Transitions Program by receiving and processing referrals for Hospice Niagara. Working in harmony with Hospice Niagara’s philosophy of care, the Administrative Assistant (Medical) has a strong understanding of medical terminology, communicates with empathy and professionalism at all times and is committed to helping people live well.

When requested, the Administrative Assistant (Client Care) backfills for the Administrative Assistant (Office) and Integrated Transitions Coordinator position (in part), and supports the Clinical Navigation Program if needed.

The Administrative Assistant (Client Care) performs all duties in a safe and healthy manner, in accordance with Hospice Niagara’s policies and procedures, the Occupational Health and Safety Act, and all other applicable legislation.

Key Responsibilities

• In a timely manner, process all incoming referrals from all sources (Ontario Health @Home, Physicians, Self-Referrals etc.) for all programs and services using Excel spreadsheets and InfoAnywhere system
• Accurately transcribe referrals from Health Partner Gateway and other sources into InfoAnywhere, EMR, Excel and other documents as needed
• Accurately complete discharge documentation on Excel spreadsheets and InfoAnywhere
• In a timely manner, review incoming updates to client files and alert the Integrated Transitions Coordinator to urgent or significant changes in client status
• Maintain accurate up-to-date list of clients with high-level information (e.g., referral status, location, palliative performance score)
• Update hospitalization records and changes in patient status on InfoAnywhere
• Respond promptly to “Let’s Connect” inquiries and engage the appropriate program coordinators as needed
• Manage and respond to general website, telephone and email inquiries about programs and services
• Assist with planning transitions to all hospice programs and community palliative care services
• Support the Integrated Transitions Program and when requested, the Clinical Navigation program (community-based palliative care) in triaging and processing referrals
• Prepare statistical and other reports as needed
• Actively promote community partner awareness and understanding about hospice programs and services
• Handle general phone calls, providing guidance on:
  • Ontario Health at Home (OHAH) and other palliative care programs
  • New referrals
  • Hospice residence inquiries
• Assist in development of accurate client email lists for client-based events and fund development purposes.

Other

• Demonstrate a commitment to life-long learning; participate in educational and development opportunities, as determined by the individual development plan
• Raise positive community awareness of hospice palliative care and of the programs and services provided by Hospice Niagara
• Demonstrate personal initiative and participation in other aspects of working for a non-profit organization, including participating in organizational events and fundraising activities
• Other duties, as assigned
• Ensuring goals and objectives are developed and executed in alignment with the vision, mission, values and strategic priorities of Hospice Niagara

Skills & Attributes

At Hospice Niagara, we believe that every person’s experience matters. We welcome candidates who bring diverse perspectives, lived experiences, and a commitment to equity in care and in the workplace. The ideal candidate will demonstrate:

• Language Skills: Bilingual (French/English) at an advanced level or higher is preferred.
• Commitment to Our Mission: Dedication to Hospice Niagara’s vision, mission, and values, with a clear understanding of ethics in hospice palliative care and a commitment to equitable, inclusive practices.
• Compassionate Care: A person-centred approach with a warm, empathetic, and caring attitude. Ability to build trusting relationships rooted in compassion, empathy, and cultural sensitivity, while maintaining a healthy adjustment to loss and practicing ongoing self-care.
• Professionalism and Integrity: Sound judgment, diplomacy, confidentiality, and integrity in all aspects of work.
• Communication and Interpersonal Strengths: Active listening and strong interpersonal skills, with the ability to communicate effectively one-on-one, provide exceptional customer service, and foster respectful, inclusive interactions.
• Technical and Administrative Skills: Proficiency in Microsoft Outlook, Word, Excel, and databases, with exceptional data entry accuracy and strong mathematical, administrative, and organizational abilities. Experience with InfoAnywhere is an asset.
• Problem-Solving and Time Management: Ability to manage multiple priorities, problem-solve effectively, and stay focused in a fast-paced environment with regular interruptions.
• Personal Attributes: Highly self-motivated, adaptable, and flexible to meet organizational needs, including occasional evening, night, weekend, and holiday shifts, if required.

Academic, Training, Knowledge & Experience

• Post secondary education in Medical Administration or related program or experience required.
• Two plus years of palliative care work or medical administration experience is an asset
• Fundamentals of Palliative Care (preferred, must be completed during the first year of hire)
• Valid Ontario Driver’s License and access to reliable vehicle
• Vulnerable Sector Police Check (favourable, within past 12 months

Please note that priority will be given to bilingual (English/French) candidates.