Job Description

Bilingual Specialty Operations Coordinator - Patient Support Programs

Job Summary

The Bilingual Specialty Operations Coordinator (SOC) plays a key role in supporting the smooth operation of Patient Support Programs (PSPs) by managing administrative workflows, handling sensitive communications, and ensuring accurate documentation. This position acts as the first point of contact for many patients and healthcare providers, requiring professionalism, empathy, and attention to detail. Working closely with Case Managers, Associate Program Managers, and Program Managers, the SOC helps maintain efficient, compliant, and patient-centered program operations.

Key Responsibilities

Program & Administrative Support

Receive, process, and distribute incoming medical communications and documentation. Create, maintain, and update patient files, ensuring accurate data entry in the CRM system. Support day-to-day PSP operations by handling administrative and logistical tasks to keep workflows running smoothly. Assist with data integrity initiatives, reporting tasks, and special projects as assigned by management.

Communication & Coordination

Answer and direct incoming calls to PSP team members in a warm, professional, and efficient manner. Respond to inquiries from patients, healthcare providers, and external stakeholders with empathy, accuracy, and professionalism. Act as a liaison between external contacts and internal PSP staff, ensuring timely and accurate communication. Maintain strict confidentiality and compliance with privacy regulations when handling patient information.

Collaboration & Continuous Improvement

Work closely with Case Managers and other PSP team members to ensure seamless coordination of patient support activities. Identify opportunities to improve administrative processes and contribute to overall program efficiency. Support training, SOP updates, and new process rollouts by providing feedback and operational insight from an administrative perspective.

Qualifications

Bilingual proficiency in French and English (spoken and written) is required. Post-secondary education in Medical Office Administration, Business Administration, or a related field (preferred). Proficiency with Microsoft 365 (Outlook, Word, Excel, Teams, etc.) and CRM/database systems. Exceptional customer service and interpersonal communication skills. Strong organizational and time-management abilities, with a high attention to detail. Ability to manage multiple priorities and work effectively in a dynamic, fast-paced environment. * Collaborative mindset with the ability to thrive as part of an interdependent team.