Reporting to the Regional Service Manager or designate, the Transcription Services Clerk performs a variety of clerical duties including responding to physician/clinic inquiries regarding the status of transcribed reports, following up with physicians/clinics to clarify status of reports and or resolve routine report transmission issues. Refers customer issues to appropriate transcription team member as required. The Transcription Services Clerk monitors, checks, verifies and corrects provider and institutional data using the Ministry of Health Provider Location Registry (PLR) web application and the Provider Location Registry Consolidator middleware data storage system. Acts as the primary contact on issues related to the systems by responding to user inquiries; identifies and resolves issues/problems related to the capture of provider/institutional entity data including applying understanding of the flow of data within integrated clinical information systems, and its impact on internal/external applications.



Provides updates to Excelleris with provider/institutional entity data for the purposes of accurate report distribution and escalates problems to designate(s) as required. Verifies data from provider location registry and clinical information reports utilizing database software applications, collects, checks, updates/edits data, and corrects errors to maintain data integrity and to ensure compliance with Ministry of Health and LM Health Information Management policies, procedures and standards. Prints/photocopies various reports for distribution and/or faxes to designated areas as required, types a variety of material according to established procedures or as directed.

Education
Grade 12, two years' recent related experience or an equivalent combination of education, training and experience.

Skills and Abilities

Knowledge of medical terminology.

Ability to keyboard at 50 w.p.m.

Ability to communicate effectively both verbally and in writing.

Ability to deal with others effectively.

Physical ability to carry out the duties of the position.

Ability to organize work.

Ability to operate related equipment.

Determines status of transcribed report from physicians and clinics as per indicator on report in clinical or transcription information system (e.g., Complete, incomplete or on hold) in transcription platform. Prioritizes report based on status urgency (e.g., STAT Report). Uploads completed reports into the clinical information system.

Notifies physician by email/phone if transcribed report has been delivered successfully, sends email to quality assurance analyst to process if report is on hold, sends email to M*Modal to transcribe if report is incomplete as per set guidelines.

Serves as the first point of contact for all inquiries from physicians and clinics by organizing and prioritizing inquiries to meet established deadlines. Provides basic information and guidance to inquiries from customers such as how to get a dictation access code, dictation access code not working, forgotten dictation access code, central dictation numbers and changing or assisting with system password for users.

Reviews and assigns inquiries to either the quality assurance analyst or the system application team for resolution to meet established deadlines as per set guidelines. Assigns a ticket number per request.

Receives, enters and processes approved provider information into database. Follows established quality assurance procedures by reviewing, editing and verifying accuracy of data including calling physicians to validate information. Sends spreadsheets to IMITS, Excelleris or to database team.

Accesses PLR as required to determine allied health or institutional entity IPC code or assigns a new IPC if required. Searches other databases as required.

Verifies data from various sources utilizing the integrated Lower Mainland Provider database system by performing duties such as collecting, checking, updating and editing data to ensure accurate and timely provider/institutional entity information in the Provider Location Registry and connected downstream database(s). Prints reports, locates, identifies and corrects errors, and follows-up with the Leader and/or Supervisor on discrepancies as required.

Validates information such as physician addresses and fax numbers against the College of Physician database and/or the provider registry to ensure eligibility for report distribution. Adds or updates the information in the provider database.

Contributes to operational manual by providing feedback, making updates as directed and participating in regular team meetings.

Distributes a variety of materials such as transcribed reports by methods such as printing reports from the computer, and photocopying, collating and forwarding copies by fax to appropriate personnel. Generates address labels for outgoing mail such as doctor's envelopes as applicable for designated area.

Responds to inquiries regarding use of dictation equipment, work status, or special requests for STAT dictation, according to established policies and procedures.

Performs basic trouble-shooting for dictation/transcription/speech recognition software systems as applicable, according to established policies. Monitors condition of equipment and reports malfunction to Coordinator, designate or system administrator.

Liaises with specific clinics/departments and service system users to ensure appropriate information is entered in the PLR/PLRc System as required, that errors are corrected in the integrated systems and to ensure data quality across Lower Mainland systems.

Monitors the Service Now incident-reporting tool to track transcription related issues and assign to relevant team members.

Monitor the failed fax through the report request queue (RRD) and the report request maintenance (RRM) tools. All reports with an error status will require investigation and resolution to ensure clinic results are successfully distributed.

Maintains stationery levels and supplies for the area according to pre-determined reorder levels by completing requisition orders for authorization/signature and forwarding as appropriate.

Performs reception duties by fielding and transferring telephone calls and taking messages as required.

Demonstrates own work procedures to co-workers.

Performs other related duties as assigned.

We acknowledge that Providence Health Care and the new St. Paul’s Hospital site is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.