Bilingual Patient Interaction Coordinator
About The Position
We’re on the hunt for a detail-oriented and proactive Patient Interaction Coordinator to join our dynamic team at Coverdale Resource Center, where passion meets precision. Join BioScript’s Coverdale Resource Center team and be part of a healthcare revolution focused on delivering exceptional patient care through data-driven excellence. Our team collaborates to ensure quality, transparency, and continuous improvement in our patient care practices. We believe in helping you grow professionally while contributing to a positive and efficient work environment.
Requirements
- Post-secondary education in a related field or a combination of education and experience.
- 3-5 years of experience in a contact center or patient support environment.
- Experience with quality monitoring and feedback sharing.
- Demonstrable experience in leading change initiatives and collaborating with teams from different professional backgrounds.
- Exceptional ability to identify gaps and opportunities and facilitate process development.
- Proven ability to utilize critical thinking to resolve issues effectively and efficiently.
- Compassionate approach and passion for patient advocacy.
- Strong self-motivation, resourcefulness, and ability to remain calm in stressful situations.
- Ability to work effectively in a self-led environment, handling ambiguity and problem solving independently.
- Interest in acquiring proficiency with reporting tools (Power BI) and Microsoft Excel, with competence in developing reports, analyzing trends, and maintaining dashboards.
- Bilingualism, English and French is a requirement for this role
Nice To Haves
- Knowledge of Patient Support Programs would be considered an asset.
Responsibilities
- Quality Monitoring & Reporting: Monitor and report on the quality of patient interactions across channels, tracking trends, performance gaps, and insights at individual and team levels, and leading calibration sessions with stakeholders.
- Process Improvement & Best Practices: Support the development and continuous improvement of quality standards, documentation, tools, and processes by collaborating with operational teams and recommending enhancements.
- Coaching & Performance Enhancement: Determine the frequency of interaction monitoring based on team member performance and deliver quality coaching to enhance productivity standards
- Systems & Compliance: Assist in managing quality monitoring systems, call recordings database, and other supporting tools.
Benefits
- Epic Work-Life Balance: Our shifts are limited to days and evenings and closed on holidays
- Growth Opportunities: We’re committed to your professional development. With access to training and continuous learning, you’ll stay at the forefront of the healthcare sector and enhance your analytical skills.
- Vibrant Culture: Our collaborative culture thrives on teamwork, where employee feedback drives us to be better every day. From local activities to national initiatives, we engage our employees in creating meaningful change in the healthcare field.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
