Job Description

JOB SUMMARY
The Patient Service Coordinator-Dedicated Program, under the direction of the Patient Services Supervisor, Specialty Nursing Services, is responsible for supporting patients with their care coordination needs including but not limited to referral intake to the scheduling system and professional and timely scheduling of patient services within the Specialty Nursing Network. The Patient Service Coordinator-Dedicated Program is also responsible for scheduling field employees and ensuring that key performance indicators for scheduling are met.
The Patient Service Coordinator-Dedicated Program is responsible for sensitive and timely communication with patients to ensure patient satisfaction and safety.
*1 year contract*
DUTIES AND RESPONSIBILITIES
Manage and document patient inquiries regarding requests for service
Liaise with program managers and specialists, scheduling coordinators and patient to efficiently schedule patient service
Assess patient service needs in consultation with the Supervisors
Complete data entry and maintain accurate current scheduling documentation
Schedule licensed employees for care and service assignments such that there is an appropriate match between patient need and employee qualification and skill
Optimize scheduling to ensure efficiency while also being patient centric
Notify patients of ongoing schedules
Meet required scheduling key performance indicators
Handle and document patient concerns and complaints in a timely manner and escalate as appropriate
Participate in ongoing internal and/or external continuing education activities
Adhere to Bayshore Policies and Procedures
Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
Participate in proactive Health & Safety activities while performing all duties
Maintain confidentiality of patient and corporate information and discuss same only with appropriate Bayshore personnel
Employee will maintain relevant level of knowledge of ICH (International Conference on Harmonization), GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmacovigilance Practices) guidelines appropriate to their hired role which is to be provided at time of hire and on an as needed basis. With this knowledge the employee will perform the work as required by their assigned function and will be provided with regular updates as appropriate
Participate in processes relating to regulatory and/or contractual reporting requirements
Complete other tasks as requested
Qualifications
QUALIFICATIONS
Education
Secondary School Diploma is required
Bilingual English/French required - oral and written
Completion of a recognized program such as Licensed Registered Practice Nurse program or a Medical Terminology course preferred.
Experience
A minimum of two years related customer service experience, preferably in healthcare
Previous scheduling experience preferred
Other Skills and Abilities
Fluency in English and French, with strong written and verbal skills for communication
Ability to manage relationships with exceptional customer service
Exceptional organizational and interpersonal skills and ability to handle difficult situations
Proven ability to work both independently and as part of a team
Ability to meet deadlines and strong commitment to continual learning
Demonstrated competency in keyboarding and Windows/Microsoft scheduling software
Demonstrated above average initiative