Job Description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

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Principales fonctions et responsabilites :

Creer et maintenir la planification des rendez-vous des patients afin de garantir l'efficacite des soins cliniques et a domicile. S'assurer que toutes les communications recues par tous les clients (c'est-a-dire le personnel des programmes, le personnel infirmier sur le terrain, les patients) sont traitees selon les indicateurs de rendement cles du departement. Ceci inclut, mais sans s'y limiter : planifier les rendez-vous initiaux des patients, replanifier les series de rendez-vous fixes, et collaborer avec les services de soins infirmiers pour resoudre les problemes de dotation en personnel. Signalera les evenements indesirables, les indesirables graves, les plaintes relatives aux produits conformement a la formation et aux politiques et procedures d'Innomar. Etre pret a maintenir une communication etroite avec le personnel infirmier sur le terrain par le biais de points de service reguliers et, une communication ponctuelle avec le gestionnaire de territoire, au besoin sous la direction du gestionnaire associe de la coordination des rendez-vous des patients. Etre pret a apporter un soutien et collaborer a de nouvelles initiatives, et adopter et mettre en oeuvre les processus internes du departement, incluant mais sans s'y limiter : base de donnees ameliorations/changements, flux de travail/ flux de processus nouveaux/revises. Etre pret a identifier les problemes de planification et les opportunites, et suivre le processus d'acheminement du departement jusqu'a la resolution/solution des problemes. Etre pret a elaborer une strategie et s'engager avec les intervenants cles (p. ex. pharmacie, service des programmes, soins infirmiers) pour attenuer proactivement le risque et offrir aux patients une experience optimale. Identifier les defauts d'un processus et les communiquer en temps voulu et de facon responsable (en tirant parti du processus d'acheminement) pour eviter les retards en facilitant les rendez-vous des patients, et finalement participer a des initiatives d'amelioration du processus qui stimulent l'efficacite et la productivite. Gerer la charge de travail (par ex. gerer des taches multiples) confiee par le gestionnaire associe, qui inclut mais sans s'y limiter : evaluer systematiquement et redefinir la priorite des taches quotidiennes, faire preuve de souplesse pour la prise en charge des appels telephoniques en attente et collaborer proactivement avec les equipes pour garantir l'atteinte des indicateurs de rendement cles. Le facilitateur des rendez-vous de patients sera egalement charge d'autres taches et fonctions de temps a autre, le cas echeant.

Primary duties and responsibilities:

Creating and maintaining patient appointment schedules to ensure optimal clinic and homecare efficiencies are achieved Ensure that all communication received by all customers (i.e. program personnel, Field Nurses, Patients) are handled within departmental Key Performance Indicators. This includes but is not limited to: scheduling initial patient appointments, rescheduling of established series of appointments, and collaboration with Nursing Services on staffing challenges Will report adverse events, serious adverse events, product complaints in accordance with Innomar training and policies & procedures Will participate in close communication through regular touchpoints with Field Nurses and on an ad-hoc basis with Business Area Managers as required under the leadership of the Associate Manager, Patient Appointment Coordination Will support and collaborate on new initiatives and embrace and execute on internal departmental processes, including but not limited to: database enhancements/changes, new/revised workflow/process flows Will identify scheduling challenges and opportunities and follow department escalation process through to resolution/solution Will strategize and engage with key stakeholders (e.g. pharmacy, program, nursing) to proactively mitigate risk and achieve optimal patient experiences Identify defects in process and communicate in a timely and responsible manner (leveraging the escalation process) to avoid delays in facilitating patient appointments; and ultimately participate in process improvement initiatives which drive efficiencies and productivity Manage workload (eg. Multi-tasking) as assigned by the Associate Manager which includes but is not limited to: consistently evaluate and re-prioritize daily tasks, flexibility with phone queue coverage and exercise proactive team collaboration to ensure Key Performance Indicators are achieved The Patient Appointment Facilitator will also be assigned other duties and tasks as required from time to time

Experience et niveau d'education requis :

Education postsecondaire ou equivalent dans une discipline connexe. Minimum de 2 ans d'experience dans l'industrie des soins de la sante, des produits pharmaceutiques ou de la biotechnologie (ou similaire); une experience en planification est un atout. Solides aptitudes en communication, esprit critique et relations interpersonnelles. Excellente maitrise des applications Microsoft (Outlook, Word, Excel, Internet Explorer, PowerPoint). Capacite eprouvee d'organiser les horaires, d'etablir les priorites et d'accomplir des taches multiples afin de respecter divers delais de travail concurrentiels. Capacite de travailler dans un environnement d'equipe dynamique, avec un souci particulier des details. Capacite de s'adapter a un paysage departemental/organisationnel changeant; capacite de s'adapter et d'adopter de nouveaux flux de travail pour soutenir les initiatives departementales/organisationnelles. La connaissance du Francais et de l'Anglais est requis.

Competences, connaissances et aptitudes minimales requises :

Esprit critique et capacite d'evoluer dans des scenarios complexes. Haut niveau d'experience et de confort pour recevoir et passer des appels. Capacite a communiquer efficacement a l'oral et a l'ecrit. Competences interpersonnelles efficaces. Competences organisationnelles efficaces, avec un souci particulier des details. Capacite a respecter les delais. Excellentes competences en matiere de resolution de problemes et capacite a resoudre les problemes de maniere efficace et efficiente. Connaissance de Microsoft Outlook Il s'agit d'un contrat de 18 mois.

Experience and educational requirements:

Post-secondary education or equivalent in a related discipline; Minimum of 2 years experience in the healthcare, pharmaceutical or biotechnology industry (or similar); scheduling experience an asset Candidate must have strong communication, critical thinking and interpersonal skills Strong proficiency in Microsoft applications (Outlook, Word, Excel, Internet Explorer, PowerPoint); Proven ability to organize time, set priorities and multi-task in order to meet various competing work deadlines; Ability to work in a fast-paced team environment with a strong attention to detail Flexibility to changing departmental/organizational landscape; adaptability and adoptability of new work flows to support departmental/organizational initiatives Bilingualism, French and English is required.

Minimum skills, knowledge and ability requirements:

Critical thinking and ability to navigate complex scenarios Experienced and strong comfort level with receiving inbound and placing outbound calls Ability to communicate effectively both orally and in writing Effective interpersonal skills Effective organizational skills with a strong level of attention to detail Ability to meet deadlines Excellent problem-solving skills; ability to resolve issues effectively and efficiently Knowledge of Microsoft Outlook This is a 18 month contract role.

The successful candidate may have daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.

What Cencora offers

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We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.


Full time

Equal Employment Opportunity

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Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.


The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.


Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Accessibility Policy

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Cencora is committed to fair and accessible employment practices. When requested, Cencora will accommodate people with disabilities during the recruitment, assessment and hiring processes and during employment.

Affiliated Companies:

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Affiliated Companies: Innomar Strategies