Referral Specialist (Patient Journey)

Transform experiences. Transform care.

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, and the Michener Institute of Education at UHN. As Canada’s largest research and teaching hospital, UHN brings together over 16,000 employees, 1,200 physicians, 8,000+ students, and countless volunteers. UHN is a caring, creative place where amazing people are making a meaningful impact every day.

The Connected Care team is focused on transforming how care is delivered and experienced across the health system. We are known for implementing scalable, sustainable solutions to complex health challenges. Our work brings together policy makers, clinicians, researchers, digital health experts, funders, partners, and patients to design models of care that are equitable, human-centered, and effective. We bridge gaps between sectors and organizations to ensure smoother transitions, shared learnings, and consistent, high-quality experiences for patients and providers.

Connected Care continues to look ahead, identifying where healthcare needs to go and enabling the structures that make this possible - governance, data foundations, design processes, and front‑line operations that support coordinated and meaningful change.

Union: Non-Union

Number of Vacancies: 2

New or Replacement Position: New

Site:  Toronto Western Hospital

Department:  Connected Care

Reports to: Manager

Salary Range: $25.56 - $31.96 per hour 

Hours: 37.5 Hours Per Week

Shifts: Monday - Friday

Status: Permanent Full-time (contingent on continued funding)

Closing Date: February 16, 2026

The Referral Specialist (Patient Journey) plays a pivotal role within UHN’s outpatient environment, serving as a first point of contact for referrals into UHN and helping establish a strong first impression of our commitment to timely, coordinated, and patient-centred care.

The primary responsibility of this role is to ensure that referrals are received, reviewed, recorded, and routed efficiently, accurately, and compassionately using Ocean eReferral and Epic. The Referral Specialist works closely with clinical and operational partners to support smooth and reliable transitions from referral to care. The role has a cross-program perspective and contributes to improving service excellence, consistency, and data quality, while supporting staff and care teams.

Principal Responsibilities Include:

Service Excellence

• Provide patient-centred, timely, and professional service to referring providers, patients, families, and internal partners.
• Contribute to standardization, continuous improvement, and service quality initiatives across the access and referral function.
• Respond to inquiries via phone and email with clarity, empathy, and accuracy, supporting a consistent and high-quality experience across the referral and access journey.
• Communicate clearly and respectfully with referrers and patients regarding status, next steps, and required information.

Referral Coordination & Access Support

• Receive, review, process, and coordinate referrals and access requests using established systems and workflows.
• Support appropriate routing, coordination, and follow-up of referrals and appointments across programs and services.
• Apply established business rules, pathways, and escalation processes to ensure referrals and requests are handled efficiently and appropriately.
• Support timely access to care by assisting with booking, coordination, and management of appointments and related activities, as required.
• Guide referrers and patients through established access pathways and processes.

Administrative, Data & Process Support

• Maintain accurate and complete documentation in clinical and administrative systems.
• Complete required data collection, reporting, and quality assurance activities.
• Identify opportunities to improve workflows, reduce rework, and enhance coordination across programs.

Cross-Functional Collaboration

• Collaborate with clinical leaders, managers, operations teams, and digital partners to support coordinated, integrated service delivery.
• Participate in projects and initiatives that improve patient and staff experience, workflows, and efficiency.
• Perform other administrative and operational duties consistent with the role and evolving program needs.

• Completion of a Medical Office Administration program or recognized equivalent (required).
• Minimum 2 years of practical and related experience (required).
• Experience with Epic HIS is an asset.
• Excellent communication and interpersonal skills for interacting with clinicians, stakeholders, clients, and partners.
• Strong computer skills; ability to adapt to varied IT environments; advanced Word, Excel, and keyboarding.
• Extensive knowledge of medical terminology and clinical disciplines.
• Superior analytical, critical thinking, and deductive reasoning skills.
• High attention to detail with accurate and timely documentation.
• Demonstrated ability to multitask, meet service targets, and thrive in a fast‑paced, time‑sensitive environment.
• Strong organizational skills with the ability to prioritize effectively and navigate ambiguity.
• Able to manage difficult or sensitive conversations with professionalism.
• Experience supporting complex coordination or patient navigation is an asset.
• Fluency in a second language is preferred.

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• 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.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration. 

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates.  Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.