Administrative Assistant II, Arthritis Program Low Back

Union: Non-Union
Number of vacancies:  1
New or Replacement Position: Replacement
Site: Toronto Western Hospital
Department:  Schroder Arthritis Institute, Low Back Program
Reports to:  Clinical Manager
Salary Range:  $25.56 to $31.95 per hour. 
Hours: 37.5 hours per week
Shifts: Monday - Friday, 8.00am - 4.00pm
Status: Permanent Full-Time
Closing Date: March 13, 2026

Position Summary
The Schroeder Arthritis Institute is the largest multidisciplinary arthritis hub in Canada, integrating medical, surgical and basic science aspects of Hand, Orthopedics, Osteoporosis and Rheumatology with a goal of making a global impact in discovery, learning and patient care. The Orthopedic Program within the Schroeder Arthritis Institute is embarking on advancing integrated Arthritis care for the future to improve patient and essential care partner experience and outcomes throughout their care journey.

The primary focus of this role will be to provide administrative support to the Arthritis Program, Low Back Rapid Assessment Clinic and digital support to clinical and non-clinical users of the CMS. This will involve working collaboratively with the team to support the delivery of patient care, the development and delivery of educational materials, webinars, online and onsite training, and be a primary point of contact for the provincial users of the CMS, regional hubs, and other key stakeholders.

Responsibilities will include:
•    Support the delivery of patient care for LBRACs
•    Provide user support ·for the digital platform for clinical and non-clinical users
•    Support the development and delivery of education resources
•    Support the development and delivery of provincial webinars
•    Support current and future initiatives that enhance the digital platform experience and improve clinical knowledge of the providers
•    Work collaboratively and ,communicate regularly and effectively with all members of the team
 

Duties

• 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 inquires, 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