Scheduling Coordinator

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**Job Summary**

The Scheduling Coordinator role is responsible for scheduling infusion and Injection treatments for patients within INVIVA Coordination Team. The Scheduling Coordinator’s work will be driven by the respective business goals and KPI expectations including all medical therapies scheduled as per SLA’s. Reporting to the Scheduling Supervisor, the Scheduling Coordinator will be responsible for liaising and processing of appointment details 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 appointment coordination across the 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 (AE). The Scheduling Coordinator will provide excellent customer service to all clients internally and externally throughout patient life cycle.

**Specific Responsibilities**

- Conducting initial patient contact within 1 to 2 business days
- Schedule Patient current and next appointments within scheduling booking system based on Therapeutic area, Oncology/Neurology as needed.
- Liaise and engage with pharmacy for drug dispensing based on appointment dates
- Communicate confirmation of appointment booked with respective partners (ex. Programs, Pharmacy and Nurses)
- Send Appointment Confirmation details and relevant Clinic Infusion Guides to Patient
- Complete appointment reminders at least 3-4 days prior to appointment date
- Follow up with Pharmacy on missing medication on the Notification regarding Patient medication report
- Coordinate with Nurse Manager on relevant Nursing resources as required
- Assigned to Queue extensions for handling any triaged calls (80% answered w/in 30 sec)
- Rescheduling patients based on patient requests or INVIVA related requests
- Assigned to on-call rotation
- Act as Subject Matter Expert (SME) for INVIVA website support and scheduling exceptions from patients or partners
- Maintain confidentiality of patient and program information
- Scheduling and attendance adherence in hybrid work environment
- Maintaining data quality and information accuracy when processing service requests

**General Responsibilities**

- Assigned to phone queue support by agent extensions.
- Assigned to support Scheduling by Therapeutic area and Region.
- Responsible for maintaining accurate and up to date documentation on patient files.
- Provide Scheduling coverage as required based on vacation or absences.
- Cross Trained to assist rest of Scheduling Team Therapy areas as needed.
- Assist team to ensure a continuum of service provided by all infusion coordinators.
- Ensure an understanding of the divisions KPI and medical therapy SLA.
- Good interpersonal skills and teamwork.
- Superior organizational and communication skills
- Good troubleshooting skills & attention to detail
- Highly results-driven & demonstrated ability to establish priorities
- Ability to work independently and as a team member
- Strong commitment to continual learning with great flexibility
- Participate in continuous improvement activities
- Self-regulation time management and 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

**Minimum Qualifications**

- Post-secondary diploma / degree in customer service or administration is a definite asset.
- Minimum of 2 years’ customer service experience (public and/or private).

**Key Competencies**

- Experience in coordinating client/patient services.
- Experience in managing high volume client enquiries.
- Demonstrated superior organization and communication skills.
- Computer literacy (MS Office, internet).
- Fluent in English spoken and written and Fluent in French is an asset.
- Clinic experience is an asset.
- Medical terminology / administration is an asset.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluation