Patient Coordinator

Personalized Prescribing Inc.; Richmond Hill; On-site; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Company events

Dental care

Disability insurance

Extended health care

Life insurance

On-site parking

Paid time off

Vision care

Work from home

Job summary

Personalized Prescribing Inc (PPI) is seeking a Patient Coordinator in Richmond Hill, ON to support patients, pharmacists, and the COO. You will counsel patients, manage HCP leads, and handle enrollment and documentation for insurance claims.

The role requires 2–3 years in a patient-facing setting, strong communication skills, and familiarity with CRM tools like Zoho. Work is in-person with option for home-based tasks where appropriate.

Qualifications

• Bachelor of Science or Pharmacy Technician Diploma required.
• 2-3 years in a patient-facing role in a medical clinic, lab, or telehealth.
• Excellent communication skills with a professional yet warm tone.

Responsibilities

• Counsel patients on the value of the test to encourage enrollment.
• Manage HCP-referred leads and enrollment documentation for insurance claims.
• Answer patient inquiries about shipments, sample collection protocols, and TAT with accuracy and empathy.
• Verify signed patient consent forms before laboratory processing.
• Coordinate report delivery and source missing HCP contact information.
• Troubleshoot portal issues and delivery delays for anxious patients.
• Monitor sample shipments to ensure timely arrival at the lab.
• Collaborate with admin to maintain records and perform general clerical tasks.

Skills

Communication

CRM tools

Attention to detail

Multitasking

Data privacy

Office suite

Problem solving

Education

Bachelor of Science

Pharmacy Technician Diploma

Tools

Zoho CRM

SharePoint

Patient Portal management

Job description

As a member of the Personalized Prescribing Inc (PPI) team, you will act as a Patient Coordinator, leveraging your knowledge, skills, and experience to provide support to the PPI end user patients, PPI pharmacists, and the COO.

Key Responsibilities

• Act as a product expert, confidently counseling patients on the value of the test to encourage purchase and participation.
• Manage HCP-referred leads, guiding them through the enrollment process and providing necessary documentation for insurance reimbursement claims.
• Address patient inquiries regarding shipment, sample collection protocols, and Turnaround Time (TAT) with accuracy and empathy.
• Verify signed patient consent forms for compliance before laboratory processing.
• Facilitate report delivery by sourcing missing HCP contact information (fax/email) through direct outreach to clinics or patients.
• Troubleshoot technical issues, such as patient portal password resets or document delivery failures.
• Monitor and track sample shipments, as applicable to ensure timely arrival at the lab.
• Manage the 'Pending Sample' pipeline; proactively follow up with patients to ensure collection and advise the COO on case closures for unresponsive files.
• Coordinate pharmacist calendars, strategically booking consultations for patients requiring clinical review of their results.
• Maintain strict patient confidentiality in accordance with health privacy regulations (e.g., HIPAA/PIPEDA).
• In collaboration with an administrative assistant, perform a variety of administrative/clerical record keeping, documentation and other related general functions as needed.

Skills & Experience Required

• Must possess a Bachelor of Science (B.Sc.) and/ or Pharmacy Technician Diploma from an accredited and recognized industry program.
• 2-3 years in a patient-facing role within a medical clinic, laboratory, or telehealth environment.
• Excellent communication skills: a professional yet warm telephone and email presence that builds trust with patients.
• Ability to handle objections and 'close' the service for referred patients by highlighting medical benefits.
• Strong attention to detail in tracking shipments and verifying complex clinical documents.
• Comfort level with CRM tools (e.g., Zoho), SharePoint, and Patient Portal management.
• Ability to remain calm while troubleshooting delivery delays or technical errors for anxious patients.
• Ability to explain laboratory processes (sample collection, TAT) in a way that is easy for patients to understand.
• The drive to 'hunt' for missing information (HCP faxes/emails) rather than waiting for it to arrive.
• Ability to juggle multiple moving parts - lab results, pharmacist schedules, and shipping delays without losing track of individual cases.
• An unwavering commitment to data privacy and the handling of sensitive medical information.
• Software Skills - You are proficient in the use of office software such as Word, Excel, PowerPoint, electronic mail, and electronic/ online resources to produce reports, forms, and letters.

Additional Skills & Experience Preferred

• French language/ bilingual capability a definite asset.
• A basic knowledge and understanding of pharmacology and pharmacogenetics, their concept principles and applications are a plus point.
• Experience with product and process analysis and re-design.
• Strong spelling, editing, proofreading, punctuation, and grammar skills.

Job Types

Full-time, Permanent

Pay

$50,000.00-$55,000.00 per year

Benefits

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Application question(s)

Are you comfortable using CRM Tools?

Education

• Bachelor's Degree (preferred)

Experience

• Patient service: 2 years (required)

Language

• English (required)

Location

• Richmond Hill, ON L4B 3M1 (required)

Work Location

In person