Facilitateur de rendez-vous des patients, Bilingue - Bilingual Patient Appointment Facilitator-[...]

AmerisourceBergen; Oakville; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading healthcare company is seeking a Patient Appointment Facilitator to improve patient appointment scheduling and communication. Responsibilities include managing appointment logistics, communication with healthcare professionals, and assisting in process improvements. The role requires strong organizational and communication skills, with a focus on quality patient experiences.

Benefits

Comprehensive medical, dental, and vision care

Paid parental and caregiver leave

Training programs and professional development

Wellness benefits focusing on emotional and financial health

Qualifications

• Minimum 2 years experience in healthcare, pharmaceutical, or biotechnology industry.
• Bilingualism in French and English required.
• Proven ability to prioritize and manage multiple tasks effectively.

Responsibilities

• Create and maintain patient appointment schedules for clinic and homecare.
• Handle customer communications within Key Performance Indicators.
• Report adverse events and collaborate with Field Nurses.

Skills

Communication

Critical Thinking

Interpersonal Skills

Organizational Skills

Problem-Solving

Education

Post-secondary education or equivalent

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Internet Explorer

PowerPoint

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Primary duties and responsibilities:

Creating and maintaining patient appointment schedules to ensure optimal clinic and homecare efficiencies are achieved

Ensure that all communication received by all customers (i.e. program personnel, Field Nurses, Patients) are handled within departmental Key Performance Indicators. This includes but is not limited to: scheduling initial patient appointments, rescheduling of established series of appointments, and collaboration with Nursing Services on staffing challenges

Will report adverse events, serious adverse events, product complaints in accordance with Innomar training and policies & procedures

Will participate in close communication through regular touchpoints with Field Nurses and on an ad-hoc basis with Business Area Managers as required under the leadership of the Associate Manager, Patient Appointment Coordination

Will support and collaborate on new initiatives and embrace and execute on internal departmental processes, including but not limited to: database enhancements/changes, new/revised workflow/process flows

Will identify scheduling challenges and opportunities and follow department escalation process through to resolution/solution

Will strategize and engage with key stakeholders (e.g. pharmacy, program, nursing) to proactively mitigate risk and achieve optimal patient experiences

Identify defects in process and communicate in a timely and responsible manner (leveraging the escalation process) to avoid delays in facilitating patient appointments; and ultimately participate in process improvement initiatives which drive efficiencies and productivity

Manage workload (eg. Multi-tasking) as assigned by the Associate Manager which includes but is not limited to: consistently evaluate and re-prioritize daily tasks, flexibility with phone queue coverage and exercise proactive team collaboration to ensure Key Performance Indicators are achieved

The Patient Appointment Facilitator will also be assigned other duties and tasks as required from time to time

Experience and educational requirements:

Post-secondary education or equivalent in a related discipline;

Minimum of 2 years experience in the healthcare, pharmaceutical or biotechnology industry (or similar); scheduling experience an asset

Candidate must have strong communication, critical thinking and interpersonal skills

Strong proficiency in Microsoft applications (Outlook, Word, Excel, Internet Explorer, PowerPoint);

Proven ability to organize time, set priorities and multi-task in order to meet various competing work deadlines;

Ability to work in a fast-paced team environment with a strong attention to detail

Flexibility to changing departmental/organizational landscape; adaptability and adoptability of new work flows to support departmental/organizational initiatives

Bilingualism, French and English is required.

Minimum skills, knowledge and ability requirements:

Critical thinking and ability to navigate complex scenarios

Experienced and strong comfort level with receiving inbound and placing outbound calls

Ability to communicate effectively both orally and in writing

Effective interpersonal skills

Effective organizational skills with a strong level of attention to detail

Ability to meet deadlines

Excellent problem-solving skills; ability to resolve issues effectively and efficiently

Knowledge of Microsoft Outlook

This is a 18 month contract role.

The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Full time

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

Principales fonctions et responsabilités :

• Créer et maintenir la planification des rendez-vous des patients afin de garantir l’efficacité des soins cliniques et à domicile.

• S’assurer que toutes les communications reçues par tous les clients (c’est-à-dire le personnel des programmes, le personnel infirmier sur le terrain, les patients) sont traitées selon les indicateurs de rendement clés du département. Ceci inclut, mais sans s’y limiter : planifier les rendez-vous initiaux des patients, replanifier les séries de rendez-vous fixés, et collaborer avec les services de soins infirmiers pour résoudre les problèmes de dotation en personnel.

• Signalera les evenements indesirables, les indesirables graves, les plaintes relatives aux produits conformement a la formation et aux politiques et procedures d'Innomar.

• Être prêt à maintenir une communication étroite avec le personnel infirmier sur le terrain par le biais de points de service réguliers et, une communication ponctuelle avec le gestionnaire de territoire, au besoin sous la direction du gestionnaire associé de la coordination des rendez-vous des patients.

• Être prêt à apporter un soutien et collaborer à de nouvelles initiatives, et adopter et mettre en œuvre les processus internes du département, incluant mais sans s’y limiter : base de données améliorations/changements, flux de travail/ flux de processus nouveaux/révisés.

• Être prêt à identifier les problèmes de planification et les opportunités, et suivre le processus d’acheminement du département jusqu’à la résolution/solution des problèmes.

• Être prêt à élaborer une stratégie et s’engager avec les intervenants clés (p. ex. pharmacie, service des programmes, soins infirmiers) pour atténuer proactivement le risque et offrir aux patients une expérience optimale.

• Identifier les défauts d’un processus et les communiquer en temps voulu et de façon responsable (en tirant parti du processus d’acheminement) pour éviter les retards en facilitant les rendez-vous des patients, et finalement participer à des initiatives d’amélioration du processus qui stimulent l’efficacité et la productivité.

• Gérer la charge de travail (par ex. gérer des tâches multiples) confiée par le gestionnaire associé, qui inclut mais sans s’y limiter : évaluer systématiquement et redéfinir la priorité des tâches quotidiennes, faire preuve de souplesse pour la prise en charge des appels téléphoniques en attente et collaborer proactivement avec les équipes pour garantir l’atteinte des indicateurs de rendement clés.

• Le facilitateur des rendez-vous de patients sera également chargé d’autres tâches et fonctions de temps à autre, le cas échéant.

Primary duties and responsibilities:

• Creating and maintaining patient appointment schedules to ensure optimal clinic and homecare efficiencies are achieved

• Ensure that all communication received by all customers (i.e. program personnel, Field Nurses, Patients) are handled within departmental Key Performance Indicators. This includes but is not limited to: scheduling initial patient appointments, rescheduling of established series of appointments, and collaboration with Nursing Services on staffing challenges

• Will report adverse events, serious adverse events, product complaints in accordance with Innomar training and policies & procedures

• Will participate in close communication through regular touchpoints with Field Nurses and on an ad-hoc basis with Business Area Managers as required under the leadership of the Associate Manager, Patient Appointment Coordination

• Will support and collaborate on new initiatives and embrace and execute on internal departmental processes, including but not limited to: database enhancements/changes, new/revised workflow/process flows

• Will identify scheduling challenges and opportunities and follow department escalation process through to resolution/solution

• Will strategize and engage with key stakeholders (e.g. pharmacy, program, nursing) to proactively mitigate risk and achieve optimal patient experiences

• Identify defects in process and communicate in a timely and responsible manner (leveraging the escalation process) to avoid delays in facilitating patient appointments; and ultimately participate in process improvement initiatives which drive efficiencies and productivity

• Manage workload (eg. Multi-tasking) as assigned by the Associate Manager which includes but is not limited to: consistently evaluate and re-prioritize daily tasks, flexibility with phone queue coverage and exercise proactive team collaboration to ensure Key Performance Indicators are achieved

• The Patient Appointment Facilitator will also be assigned other duties and tasks as required from time to time

Expérience et niveau d’éducation requis :

• Éducation postsecondaire ou équivalent dans une discipline connexe.

• Minimum de 2 ans d’expérience dans l’industrie des soins de la santé, des produits pharmaceutiques ou de la biotechnologie (ou similaire); une expérience en planification est un atout.

• Solides aptitudes en communication, esprit critique et relations interpersonnelles.

• Excellente maîtrise des applications Microsoft (Outlook, Word, Excel, Internet Explorer, PowerPoint).

• Capacité éprouvée d’organiser les horaires, d’établir les priorités et d’accomplir des tâches multiples afin de respecter divers délais de travail concurrentiels.

• Capacité de travailler dans un environnement d’équipe dynamique, avec un souci particulier des détails.

• Capacité de s’adapter à un paysage départemental/organisationnel changeant; capacité de s’adapter et d’adopter de nouveaux flux de travail pour soutenir les initiatives départementales/organisationnelles.

• La connaissance du Français et de l’Anglais est requis.

Compétences, connaissances et aptitudes minimales requises :

• Esprit critique et capacité d’évoluer dans des scénarios complexes.

• Haut niveau d’expérience et de confort pour recevoir et passer des appels.

• Capacité à communiquer efficacement à l’oral et à l’écrit.

• Compétences interpersonnelles efficaces.

• Compétences organisationnelles efficaces, avec un souci particulier des détails.

• Capacité à respecter les délais.

• Excellentes compétences en matière de résolution de problèmes et capacité à résoudre les problèmes de manière efficace et efficiente.

• Connaissance de Microsoft Outlook

• Il s’agit d’un contrat de 18 mois.

Experience and educational requirements:

• Post-secondary education or equivalent in a related discipline;

• Minimum of 2 years experience in the healthcare, pharmaceutical or biotechnology industry (or similar); scheduling experience an asset

• Candidate must have strong communication, critical thinking and interpersonal skills

• Strong proficiency in Microsoft applications (Outlook, Word, Excel, Internet Explorer, PowerPoint);

• Proven ability to organize time, set priorities and multi-task in order to meet various competing work deadlines;

• Ability to work in a fast-paced team environment with a strong attention to detail

• Flexibility to changing departmental/organizational landscape; adaptability and adoptability of new work flows to support departmental/organizational initiatives

• Bilingualism, French and English is required.

Minimum skills, knowledge and ability requirements:

• Critical thinking and ability to navigate complex scenarios

• Experienced and strong comfort level with receiving inbound and placing outbound calls

• Ability to communicate effectively both orally and in writing

• Effective interpersonal skills

• Effective organizational skills with a strong level of attention to detail

• Ability to meet deadlines

• Excellent problem-solving skills; ability to resolve issues effectively and efficiently

• Knowledge of Microsoft Outlook

• This is a 18 month contract role.

The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Full time

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail] . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

Cencora is committed to fair and accessible employment practices.When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

Affiliated Companies:

Affiliated Companies: Innomar Strategies