Bilingual Senior Coordinator, Programs

Shoppers Drug Mart•Mississauga, ON

11d•CA$52,000 - CA$71,500•Remote

About The Position

This position is responsible for coordinating and supporting all aspects of Clinical programs with a specific focus on the coordination of patient intake, nurse/pharmacist and patient availability, scheduling, and communication to support the program(s) in a designated region. The Senior Coordinator, Clinical Programs will be responsible to provide superior customer service when coordinating scheduling of services with identified Shoppers Drug Mart (SDM) retail pharmacies, patients, and health care professionals (HCP). Attention to business objectives and customer Key Performance Indicators (KPI’s) identified for the program(s) will be fundamental to the success of the incumbent in this role.

Requirements

2-3 years’ experience coordinating health related services directly to patients and in collaboration with other health professionals (i.e., physicians, nurses, pharmacists)
Good understanding of Specialty Pharmacy business, structure of patient support programs, delivery of program services, customer base and how to deliver client-centered services
Excellent customer relations, problem-solving, organizational and communications skills
High level of competency with computer systems
Ability to work 8 hours shifts between 08:00AM – 08:00PM EST
Bilingual French Canadian is required

Responsibilities

Develop effective working relationships with internal and external clients to facilitate communication to ensure patient satisfaction and KPIs
Develop and maintain strong working relationships with SDM, regional nursing team, nursing sub-contract agencies, program and nursing management will be a priority
Manage multiple computer systems for input and scheduling
Ensure accuracy and completeness of all documentation received at time of patient enrollment and timely follow up for enrollments
Review of Post Visit Nurse/Pharmacist Report completion and follow up, including the collection and filing of hard copies where applicable
Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures
Coordinate ordering and deliveries and track all clinical supplies as required for the programs
Report feedback from patients regarding services rendered as part of the program to ensure continuous quality improvement
Ensure timely and effective resolutions for HCP and urgent clinic issues and support problem solving to resolution
Ensure processes improvements are identified for multiple computer applications to ensure efficient day to day workflow is achieved