Job description
Title
Client Services Facilitator - Access & Flow
Category Access and Flow Req Number ACC-26-00007 Open Date 10/27/2026 Number of Openings 2 Department Appointment Services
Work type Regular Full-time
Salary band Band C ($28.89 - $36.10/hr)
FTE 1.0
Posting Close Date 11/09/2026
Description
Holland Bloorview Kids Rehabilitation Hospital is Canada’s hospital for children and youth with disabilities and developmental differences. At Holland Bloorview, every role helps to create meaningful and healthy futures for children, youth and families. As a top 40 Canadian research hospital fully affiliated with the University of Toronto, we bring together care, research, education and innovation to support more than 9,000 families each year.
Our teams partner with clients and families to deliver exceptional, inclusive and responsive care. Holland Bloorview has achieved 100 per cent in four successive surveys by Accreditation Canada – an unprecedented achievement in safety that reflects our commitment to excellence and continuous improvement.
When you join Holland Bloorview, you become part of an inspiring, innovative and collaborative environment where your work makes an impact. Recognized among Greater Toronto’s Top Employers, Canada’s Top Employers for Young People and Canada’s Best Diversity Employers, we offer competitive compensation and benefits, along with programs that support ongoing learning, professional growth and well-being. To learn more about the advantages of a career at Holland Bloorview, click here.
We’re daring to create a world where all youth and children belong. Join us!
Summary
The Client Service Facilitator is a member of the Appointment Services team. This team is responsible for registration and referral management/appointment scheduling which includes processing referrals, scheduling clinical appointments, registering clients and maintaining accurate health records.
This posting is hiring for two positions - a regular full-time position and a contract/temporary full-time position.
Key Responsibilities:
These responsibilities are reflective of the job functions of the entire team. Individuals on the team typically will be trained in all functions but have a primary responsibility from within the sub functions below. This is an on-site role.
Referral Management:
- Review and process internal and external referrals for completeness – point where referrals are received and acknowledgement of request for services.
- Enter referral data / waitlist information into Meditech Information System
Oversee and monitor referral process from receipt of referral to first booked appointment. This includes but not limited to:
- Obtaining additional information required to supplement referrals for decision making. Supports addressing questions or additional documentation required by the physician/MRP or clinical team
- Preparing referrals for review by identified clinical teams to support decision-making on acceptance of decline
- Responds to clients/families/referring provider inquires related to the status of referrals or appointments
- Send out acknowledgement letters to parents/clients/guardians and referring physicians
Registration:
- Greet, register and provide directions to clients attending on-site appointments
- Register clients attending after hours or off-site appointments
- Verify and update client information in the electronic record
Scheduling:
- Schedule new, cancelled, rebooked and follow up appointments in Meditech Information System
- Respond to all inquiries related to client appointments, both in person and on the telephone
- Maintain ongoing communication with clinical teams and clients / families regarding coordination of appointments
- Prepare acceptance letters/ information packages for parents/clients/guardians
In addition:
- Conduct quality assurance audits
- Participate in quality improvement initiatives, support the maintenance of a safe and healthy work environment and advance a culture of client/patient safety through work and daily practices
- Other duties as assigned
- All practices are aligned with organizational policies and procedures
- Strict adherence to personal Health Information protection Act (PHIPA)
Hours of work are 7.5 hours per day within business hours of 8:00am-4:30pm as required [e.g. 8:30-4:30pm].
Qualifications
- Community College diploma
- Medical Office Administration preferred
- Previous Meditech software scheduling experience an asset
- Minimum two years administrative or scheduling experience in a health care environment
- Superior verbal, written and listening communication skills
- Excellent coordination and time-management skills
- Tact, diplomacy, a professional demeanor and willingness to assist others
- Discretion with regards to security and confidentiality of information
- Strong problem solving, customer relations, telephone etiquette and organizational skills
- Ability to work in an area with a high volume of work, frequent interruptions & noise
- Strong verbal and written communication skills
- Demonstrated ability to work effectively in both a team environment & independently
- Willingness to work collaboratively with others
- Proficient keyboarding skills, minimum of 55 words per minute
About the Organization Holland Bloorview Kids Rehabilitation Hospital creates a world of possibility by supporting children and youth with disabilities, medical complexity, illness and injury. All of our work is guided by our strategic plan, Transformative Care, Inclusive World: Holland Bloorview 2030. The plan: https://strategicplan.hollandbloorview.ca/
To get a glimpse as to who Holland Bloorview is, we invite you to watch the Together We Dare. Video: https://www.youtube.com/watch?v=d3c-FszREUk
Holland Bloorview is committed to fostering a climate of inclusion, diversity, equity accessibility, and anti-racism (IDEAA). This commitment is central to, and mutually supportive of, our research excellence mandate. We welcome and respect the diversity of all members of our community and we seek to create an inclusive culture for our clients, families, research scientists, staff, participants, trainees, volunteers, trustees, and partners. To help in our journey towards fully reflecting the communities we partner with, we welcome and encourage applications from Black individuals and other racialized persons, Indigenous Peoples, women, persons with disabilities, LGBTQI2SA+ persons, and others who may contribute to further diversification of ideas within our community. Holland Bloorview is committed to fair assessment of a candidate's abilities, and consideration for diversity of thought, method, and experience, including non-traditional career paths.
In accordance with the Accessibility for Ontarians with Disabilities Act, accommodation will be provided throughout the recruitment process to applicants with disabilities. Please notify us of any accommodations that you require by contacting humanresources@hollandbloorview.ca or 416-425-6220.
This position is currently accepting applications.