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Bilingual Patient Interaction Coordinator
4 months ago
At BioScript Solutions, we’re committed to simplifying access to specialty care for people with chronic health conditions and rare diseases. From our home base in Atlantic Canada, we’ve grown into a national network of 13 pharmacies, 100+ Coverdale Clinics, and comprehensive patient support programs (NavieGo) that serve thousands of people across the country. And together, with our third-party logistics and A&D Wholesale operations, we’re proud to be a Canadian leader in specialty health care.
**Your future starts here**
**How you will make an impact**
- Working in collaboration with National Learning & Development Team to ensure best practices are followed regarding training;
- Participating in the design and implementation of patient interaction best practices, quality monitoring programs and standards, templates, and scorecards.
- Assisting in determining the frequency of interaction monitoring based on team member performance and deliver quality coaching to elevate productivity standards.
- Deliver insightful reports to Program Managers to facilitate understanding of quality and performance gaps.
- Providing recommendations for developing and enhancing process documentation and implementation.
- Using data to compile and track performance at the individual and team levels.
- Lead calibration sessions with Program Managers and other stakeholders.
- Working in close collaboration with other operational units to facilitate improvement opportunities, for system enhancement.
- Assist in managing quality monitoring systems, call recordings database and other supporting tools.
- Responsible to report any patient safety information as per adverse event reporting requirements; and
- Other duties as required.
**What you’ll bring to our team**
- 3-5 years of experience in a contact center environment.
- Experience with quality monitoring and feedback sharing.
- Exceptional ability to identify gaps and opportunities and facilitate process development.
- Demonstrable experience in leading change initiatives and working collaboratively with different teams of different professional backgrounds.
- An interest in acquiring proficiency with reporting tools (PowerBI) and Microsoft Excel, and competent in developing reports, analyzing trends, and maintaining dashboards.
- Proven ability to utilize critical thinking to resolve issues effectively and efficiently.
- Compassionate approach and passion for patient advocacy.
- Post-Secondary education in a related field or a combination of education and experience.
- Knowledge of Patient Support Programs would be considered an asset.
With one tree planted for every new hire, why not start your new job on a green foot and help us lower our carbon footprint.
**Job Status**: Full Time, Permanent
**Job Location**:Oakville, ON / Moncton, NB
**Application Deadline**:February 24, 2023
**Our commitment to our team, our patients, and our community**
As one of Canada’s Best Managed Companies, we offer a competitive total rewards package and paid time off to volunteer. From donation programs and local community engagement activities, to national charitable and environmental initiatives, our team's passion for creating change extends from patient care to community care.
**We're proud to be an equal opportunity employer.** As a people-centric organization, we’re committed to fostering a culture free of discrimination, and providing a safe space for all team members to express their individuality. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.
**Let’s Talk
