Records & Customer Care Coordinator

2 weeks ago

Thunder Bay, Canada RegenMed Full time

**ABOUT US**

RegenMed is a musculoskeletal and skin tissue bank supplying Canadian hospitals with allografts for transplant procedures. We are committed to providing both exceptional service and superior quality in everything we do.

Working under the direct supervision of the Operations Manager and Quality Assurance & Regulatory Compliance Manager, the Records & Customer Care Coordinator is an integral part of our team. Job specific training will be provided.

**Major Responsibilities**
- Adhere to Standard Operating Procedures and tissue banking regulations/standards;
- Receive and process orders for tissue from hospital and medical facilities;
- Respond to customer inquiries in a timely manner;
- Pick, package and ship tissue orders according to written procedures;
- Receive and verify large volumes of distribution inventory;
- Perform data entry and inventory management using online software;
- Create and maintain distribution records;
- Maintain, file, and archive employee training records;
- Maintain and file recipient tracking reports received from hospitals;
- Compile, sort, and verify accuracy of data to be entered into internal systems;
- Assist in maintaining an effective and efficient records management system;
- Maintain confidential information;
- Perform various records review and record management tasks related to donor charts, including: compiling of new donor charts; regularly reviewing/updating chart information entered into RegenMed's sample management software; archiving charts fully released to distribution; destroying charts according to record retention procedures; and performing donor chart audits as required.
- Perform tasks related to maintenance of distribution inventory, including: preparing labels and package inserts for distribution tissue; moving released tissue into distribution inventory; performing distribution inventory audits as required; and discarding non-conforming or expired distribution tissue.

**Position Requirements**
- Day-time hours required. Must be available to work onsite **Monday through Thursday between 10:00 am and 3:00 pm at minimum.**
- Work independently and follow written policies, procedures and work instructions.
- Work in a fast-paced environment to meet order and shipping deadlines.
- Operate general office equipment and database/inventory software. Proficiency in typing and data entry is preferred.
- Reviewing medical records and completing internal forms with high level of accuracy.
- G driver’s license with access to a vehicle required for performing local deliveries.
- Use of appropriate PPE and health and safety practices.

**Physical Requirements**
- Manual dexterity (handling and counting packaged grafts ) and visual acuity (e.g. reviewing graft labels with small print, reviewing technical data in electronic and paper format).
- Must be able to lift up to 25 kg (e.g. moving a box containing dry ice from a counter to a nearby cart). Must be able to reach and lift metal drawers in and out of ultra-low temperature freezers. Individuals with joint or musculoskeletal disorders may not be well suited to the physical requirements of this position.

**Working Conditions**
- Normal office conditions.
- Automobile travel.
- Exposure to dry ice (CO2) pellets and ultra-low temperature freezers.
- Annual training and competency assessments, as well as continuing education.

**Personal Suitability**
- Organized with high attention to detail.
- Multi-tasker able to effectively balance priorities as they arise.
- Commitment to service excellence.
- The ability to communicate in a courteous and tactful manner with clients, suppliers and service providers.
- Experience handling/reviewing medical records or general records management experience is preferred.
- Experience preparing shipments for courier pickup (FedEx, Purolator, etc.) is preferred.
- Someone who enjoys the learning process in a new field or industry.
- Independent worker and a self-starter with a strong sense of initiative. There is potential for this position to lead to a supervisory role in the future as RegenMed grows.
- Reliable. This position works in direct support to the Operations Manager, and will be solely responsible for many Distribution and record related tasks in the Manager's absence.

**Job Types**: Part-time, Permanent

Pay: $22.50 per hour

Expected hours: 15 - 25 per week

**Benefits**:

- Casual dress
- Flexible schedule
- On-site parking

Flexible language requirement:

- French not required

Schedule:

- Day shift
- No weekends
- On call

**Experience**:

- Customer service: 2 years (required)

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Application deadline: 2024-09-20
Expected start date: 2024-09-24

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