Bilingual Coordinator, Clinical Services

Position Type: Full-Time

Department: PerCuro

Work Location: Remote, Canada 

Work Hours: :00 am - 5:00 pm, Standard Business Hours, Mon-Fri.

Work Arrangement:    Remote

Travel Required: To Head Office, when required. 

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

The Coordinator, Clinical Services and Partnerships, supports the delivery of optimized clinical experiences for patients and care partners. This role plays a key part in ensuring that patient pathways to services are efficient, patient-centered, and well-coordinated from start to finish. The Coordinator works closely with internal teams, clinical service providers, and clinics to help remove barriers to care and support the implementation of quality clinical services.

Key responsibilities include assisting in the development and documentation of operational workflows, supporting the coordination of contracting processes, tracking patient-focused plans and protocols, and helping to identify and resolve operational issues. The Coordinator ensures that all activities are aligned with established processes and that communication across stakeholders is timely and effective to ensure a seamless clinical experience.

 A Day in the Life (What you will do here):

• Assist in identifying and documenting potential third-party clinical service providers for evaluation by the Manager.
• Support the assessment process by gathering relevant data on prospective partners to help determine their fit within the Sentrex clinical services partner network.
• Coordinate scheduling and documentation for partner engagement activities based on priorities set by the Manager.
• Help create and maintain workflow documentation to support seamless patient care processes.
• Support the implementation of strategies aimed at improving the clinical service experience by coordinating cross-departmental input and tracking progress.
• Assist in maintaining relationships with clinical service providers across the country through ongoing communication and administrative support.
• Coordinate logistics for third-party provider onboarding and training, including: Scheduling and supporting site training sessions, Organizing site equipment assessments, preparing documentation for site processes (e.g., billing, data collection, adverse event reporting, scheduling, post-visit reporting)
• Assist in coordinating provider audits and compiling documentation to support the Manager in overseeing provider compliance with safety and quality standards.
• Collect, track, and organize data for trend analysis and support the development of reports and continuous improvement recommendations.
• Support the Manager in ensuring that patient experience initiatives meet relevant regulatory and accreditation requirements by assisting with documentation and audits.
• Act as a first point of contact for routine queries from clinical partners, escalating issues and concerns to the Manager as needed.
• Schedule meetings and facilitate communication with infusion and injection providers to support the development of streamlined operational processes.
• Help track and ensure compliance with patient support program requirements and clinic procedures.
• Coordinate communication with clinics to gather feedback and understand needs related to product administration and reporting.
• Assist in maintaining clinic relationship management documentation, including service commitments, issue logs, and performance indicators.
• Support the contract administration process by coordinating documentation for contract negotiations, renewals, and amendments.
• Schedule and prepare for regular check-ins with clinical service providers, maintaining agendas and follow-up items.
• Track and organize patient and caregiver feedback; coordinate timely responses in collaboration with the Manager.
• Serve as the point of contact for billing-related inquiries from third-party providers, escalating issues as required.
• Support the development and implementation of a patient satisfaction tracking process, including data collection and reporting.
• Collaborate with scheduling teams to ensure that patient and program needs are communicated and operational issues are resolved efficiently.
• Maintain ongoing communication with internal program teams and help facilitate meetings to review operations and productivity.
• Coordinate with cross-functional teams to ensure consistent operations and alignment across departments.
• Assist in ensuring third-party providers comply with internal legal, quality, and operational standards by supporting related documentation and tracking.
• Help monitor vendor performance through issue tracking, feedback collection, and coordination of performance review discussions.
• Support the rollout of education and training materials for third-party providers to ensure they are equipped with up-to-date resources for delivering safe patient care.
• Perform additional coordination duties and special projects as assigned by the Manager.

 What you need to ensure you are set up for success:

• 3+ years of experience in healthcare administration, patient support programs, infusion clinics, or a similar clinical coordination environment
• Demonstrated ability to support operational processes such as workflow documentation, provider coordination, contract tracking, and issue resolution
• Familiarity with service excellence and quality improvement principles, with experience supporting related initiatives
• Strong problem-solving, attention to detail, and time management skills
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and ability to quickly learn new systems and tools
• Excellent verbal and written communication skills, with a professional and collaborative approach to internal and external interactions
• Proven ability to work independently under guidance, take initiative, and manage multiple tasks in a fast-paced environment
• Post-secondary education in healthcare administration, health sciences, business, or a related field required (Bachelor's degree preferred)
• Understanding of clinical workflows, patient scheduling processes, and EMR systems considered an asset
• Experience supporting projects or operational initiatives in healthcare settings is an asset
• Bilingualism in English and French is required
• Willingness and ability to travel occasionally as needed to support training, provider onboarding, or site coordination (must have a valid driver's license and auto insurance)

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders. 

Why join Sentrex?

We value our employees Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• RRSP Matching Program
• Employee & Family Assistance Program

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you

Accommodations can be made available upon request for those candidates taking part in the selection process.