Administrative Assistant II, Arthritis Program - UHN, Toronto

The Opportunity at University Health Network (UHN)

Join the University Health Network (UHN) as an Administrative Assistant II within the renowned Schroeder Arthritis Institute. This institute stands as Canada's largest multidisciplinary arthritis hub, dedicated to integrating medical, surgical, and basic science to make a global impact in discovery, learning, and patient care. The Orthopedic Program, specifically the Low Back Program, is actively advancing integrated arthritis care to enhance patient and essential care partner experiences and outcomes throughout their health journey.

This temporary full-time position offers a unique chance to provide vital administrative support to the Arthritis Program, particularly the Low Back Rapid Assessment Clinic, and digital support to both clinical and non-clinical users of the CMS (Content Management System). You will collaborate closely with the team to support patient care delivery, develop educational materials, and serve as a primary contact for provincial users of the CMS, regional hubs, and other key stakeholders within UHN.

Who We're Looking For

We are seeking a self-motivated and results-driven team player who can also work independently with minimal supervision. The ideal candidate will possess strong analytical and problem-solving skills, capable of systematically analysing situations, identifying options, and recommending practical courses of action. A demonstrated understanding of the healthcare environment and UHN operations is essential for success in this role.

• Minimum one (1) year practical and related experience
• Ability to effectively operate computer software and very comfortable with digital technology
• Strong analytical and problem solving skills with the ability to systematically analyze situations/issues, identify options, draw logical conclusions and determine/recommend practical courses of action
• Demonstrates ability to work with both internal and external stakeholders
• Experience with data management and supporting/utilizing data management systems
• Be able to maintain attention to detail
• Strong interpersonal, verbal and written communication skills
• Strong organizational and time management skills
• Self-motivated and results driven team player who can work independently
• Able to work with minimal supervision on simple and complex tasks
• Able to work with multidisciplinary teams in a positive and productive manner
• Able to effectively deal with high priority unscheduled tasks and problems
• Demonstrates understanding of the healthcare environment and UHN

Key Duties and Responsibilities

As an Administrative Assistant II, you will play a crucial role in supporting the Arthritis Program and its digital infrastructure. Your responsibilities will span user support, data management, and coordination, ensuring the smooth operation of the Low Back Rapid Assessment Clinic and the CMS for all users.

• Support new and existing user queries and customer support (>5000 PCPs, 150 spine rehab providers and non-clinical support staff)
• Triage, manage, resolve and investigate emails that are delivered to the program inbox
• Address CMS customer access and performance issues
• Provide insight into user support requests and participate in weekly meetings with the vendor
• Register new users into CMS system in compliance with privacy and security standards
• Co-ordinate new user training sessions (group and individual)
• Provide one-on-one user support through video or phone conferencing
• Maintain updated user demographics in the CMS
• Manage FAQs and material for CMS daily operations
• Manage PCP inquiries, online training, onboarding to CMS and referral privileges
• Co-ordinate provincial webinars with key stakeholders at both an administrative level (regional hub directors and managers) and a clinical level (APPs and PLs)
• Support the creation of resources and education material to support the delivery of clinical care for LBRACs: ie. videos for CMS, patient and provider videos for virtual care, virtual care toolkit, PL recorded clinical cases, PL and APP radiology course
• Manage shared drive with all relevant documentation for the Operations Team
• Maintain updated contact lists for administrators, PLs, APPs and CIO users
• Manage phone inquiries
• Collect wait-time data for specialist intervention (interventional anesthesiology, spine surgery)
• Run reports for quality management and quarterly reporting
• Co-ordinate calendar and scheduling of team meetings
• Participate collaboratively and regularly with the team
• Provide support to the LBRAC Clinical and Administrative Program Lead

Who You'll Work With

You will be an integral part of the Schroder Arthritis Institute, specifically within the Low Back Program at Toronto Western Hospital. Reporting directly to the Clinical Manager, you will work collaboratively with a multidisciplinary team, including clinical and administrative program leads, other healthcare professionals, and external stakeholders. This role involves being a primary point of contact for provincial users of the CMS, regional hubs, and various key partners, ensuring seamless communication and support across the network.

Benefits and Perks at UHN

University Health Network (UHN) is committed to providing a comprehensive range of benefits, programs, and perks that differentiate it as an employer. Beyond working alongside talented healthcare professionals, UHN offers value that can support you throughout your career. These offerings are designed to provide competitive packages and foster a supportive work environment.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)