Bilingual Patient Services Coordinator

1 week ago

Quebec, Canada Bayshore HealthCare Full time

JOB SUMMARY

The Patient Service Coordinator–Dedicated Program, under the direction of the Patient Services Supervisor, Specialty Nursing Services, is responsible for supporting patients with their care coordination needs including but not limited to referral intake to the scheduling system and professional and timely scheduling of patient services within the Specialty Nursing Network. The Patient Service Coordinator Dedicated Program is also responsible for scheduling field employees and ensuring that key performance indicators for scheduling are met. The Patient Service Coordinator–Dedicated Program is responsible for sensitive and timely communication with patients to ensure patient satisfaction and safety.

DUTIES AND RESPONSIBILITIES

  1. Manage and document patient inquiries regarding requests for service.
  2. Liaise with program managers and specialists, scheduling coordinators and patients to efficiently schedule patient service.
  3. Assess patient service needs in consultation with the Supervisors.
  4. Complete data entry and maintain accurate current scheduling documentation.
  5. Schedule licensed employees for care and service assignments such that there is an appropriate match between patient need and employee qualification and skill.
  6. Optimize scheduling to ensure efficiency while also being patient-centric.
  7. Notify patients of ongoing schedules.
  8. Meet required scheduling key performance indicators.
  9. Handle and document patient concerns and complaints in a timely manner and escalate as appropriate.
  10. Participate in ongoing internal and/or external continuing education activities.
  11. Adhere to Bayshore Policies and Procedures.
  12. Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
  13. Participate in proactive Health & Safety activities while performing all duties.
  14. Maintain confidentiality of patient and corporate information and discuss same only with appropriate Bayshore personnel.
  15. Maintain relevant level of knowledge of ICH (International Conference on Harmonization), GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmacovigilance Practices) guidelines appropriate to their hired role which is to be provided at time of hire and on an as-needed basis. With this knowledge, the employee will perform the work as required by their assigned function and will be provided with regular updates as appropriate.
  16. Participate in processes relating to regulatory and/or contractual reporting requirements.
  17. Complete other tasks as requested.

QUALIFICATIONS

Education
• Secondary School Diploma is required.
• Bilingual English/French required - oral and written.
• Completion of a recognized program such as Licensed Registered Practice Nurse program or a Medical Terminology course preferred.

Experience
• A minimum of two years related customer service experience, preferably in healthcare.
• Previous scheduling experience preferred.

Other Skills and Abilities
• Fluency in English and French, with strong written and verbal skills for communication.
• Ability to manage relationships with exceptional customer service.
• Exceptional organizational and interpersonal skills and ability to handle difficult situations.
• Proven ability to work both independently and as part of a team.
• Ability to meet deadlines and strong commitment to continual learning.
• Demonstrated competency in keyboarding and Windows/Microsoft scheduling software.
• Demonstrated above-average initiative.

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