Inviva Program Coordinator

The Program Coordinator (PC) role is responsible for facilitating injection treatments for patients and supplies order for INVIVA Programs. The Program Coordinator will also be responsible for setting up New Clinics and confirming the Resource support. PC work will be driven by the respective Business Goals and KPI expectations including all medical therapies to be scheduled as per SLA’s.

Reporting to the PCC Supervisor, the Program Coordinator will be responsible for the efficient processing of referral communication between healthcare professionals, internal departments and programs while maintaining confidentiality of patient information in accordance with the organizational philosophy, policies and standards.

Core Responsibilities will include coordinating with various stakeholders while managing referrals and medical directives for patients; ensuring qualified personnel are available during the infusion treatments, confirming that the pharmaceutical and medical supplies are available and Reporting of any Adverse events.

The Program Coordinator will provide excellent customer service to all clients internally and externally which include patients, physicians, clinic personnel, program coordinators and pharmacy representatives.

**Duties and Responsibilities**:

- Processing Referral requests (New or Existing) processed and triaged to respective stakeholders
- Contact patient regarding appt booking (1 to 2 days) from receipt of referral
- Coordinate activities end to for INVIVA 2 Main programs: ProCare and Residents’ First
- Confirm Nurse resources with Nurse Manager and pharmacy delivery
- Coordinate all Supplies order processing and tracking and reporting against KPIs
- Confirm with Program Appointment booked and details
- Follow up with Patient for Own Pharmacy or Blood Bank Navigation for onsite pick up
- Managing Inbound calls in Queue and make Outbound calls (85% calls answered within 20 sec)
- Complete Rescheduling or update any cancelled appointments as required
- Ensure service levels are maintained and Key KPIs are adhered to

**Other Skills and Abilities for PC Scheduling Coordinator**:

- Assigned to phone queue
- Assigned to support PCCs clinics and Programs across Regions
- Responsible for maintaining accurate and up to date documentation on patient file
- Provide Coverage for PC Scheduling as required
- Assist team to ensure a continuum of service provided by all infusion coordinators;
- Ensure an understanding of the divisions KPI and each medical therapy SLA
- Good interpersonal skills and teamwork skills
- Superior Organizational and Communication skills
- Good troubleshooting skills & Detail orientation
- Highly Results driven
- Demonstrated ability to establish priorities
- Ability to handle multiple tasks and work independently and as a team member
- Strong commitment to continual learning with great flexibility
- Self-regulation of time management and the ability to multi-task and adhere to deadlines
- Fluency in written and spoken English/ French
- Represent McKesson Infusion Services as SME in specific meetings or workshops

**Qualifications***:

- Post-secondary diploma / degree in customer service or administration is a definite asset.
- Experience in coordinating client/patient services
- Minimum of 3+ years customer service experience (public and/or private).
- Experience in managing high volume client enquiries.
- Demonstrated superior organization and communication skills.
- Computer literacy (MS Office, internet).
- Fluent in English spoken and written.
- Fluent in French is an asset.
- Clinic experience is an asset
- Medical terminology / administration is an asset

Career Level - IC Business Support - B3

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

**Our Base Pay Range for this position**

$39,200 - $65,400

**McKesson is an Equal Opportunity employer.**

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