Bilingual Patient Interaction Coordinator

2 months ago

Oakville, Canada BioScript Solutions Full time

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**

This role also assists in developing and implementing contact center best practices and patient interaction quality procedures to enhance overall patient support by NavieGo Team Members. The Patient Interaction Coordinator will rely on their experience and findings to make recommendations for enhancements to training material, improvements to existing processes and development of work instructions. They will work with their Manager to provide effective coaching and feedback to team members and performance insights to Program Managers. The incumbent is also expected to work with Operations Coordinators, Insights Analyst in defining reporting requirements and maintaining interaction quality dashboards.

**How you will make an impact**
- 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.

**What you’ll bring to our team**
- 3-5 years of experience in a contact center or patient support environment.
- Bilingualism in English & French is a requirement.
- 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 collaborating 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 / Montreal, QC

**Application Deadline**:December 4, 2024

**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**

INDA

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