Bilingual Patient Interaction Coordinator / coordonnatrice ou le coordonnateur des interactions avec les patients

BioScript Solutions•Oakville, ON

11d•Remote

About The Position

At BioScript Solutions, we’re committed to simplifying access to specialty care for people with chronic health conditions and rare diseases. From our home base in Atlantic Canada, we’ve grown into a national network of 13 pharmacies, 100+ Coverdale Clinics, and comprehensive patient support programs (NavieGo) that serve thousands of people across the country. And together, with our third-party logistics and A&D Wholesale operations, we’re proud to be a Canadian leader in specialty health care. Reporting to the Patient Experience Manager, NavieGo Patient Programs, the Patient Interaction Coordinator is primarily responsible to monitor the quality and accuracy of patient interactions for various programs. These evaluations focus on quality aspects of inbound and outbound calls, emails responses and interaction documentation to compliance to workflows, work instructions and call scripting. This role also assists in developing and implementing contact center best practices and patient interaction quality procedures to enhance overall patient support by NavieGo Team Members. The Patient Interaction Coordinator will rely on their experience and findings to make recommendations for enhancements to training material, improvements to existing processes and development of work instructions. They will work with their Manager to provide effective coaching and feedback to team members and performance insights to Program Managers. The incumbent is also expected to work with Operations Coordinators, Insights Analyst in defining reporting requirements and maintaining interaction quality dashboards.

Requirements

3-5 years of experience in a contact center or patient support environment.
Bilingualism in English & French is a requirement.
Experience with quality monitoring and feedback sharing.
Exceptional ability to identify gaps and opportunities and facilitate process development.
Demonstrable experience in leading change initiatives and collaborating with different teams of different professional backgrounds.
An interest in acquiring proficiency with reporting tools (PowerBI) and Microsoft Excel, and competent in developing reports, analyzing trends, and maintaining dashboards.
Proven ability to utilize critical thinking to resolve issues effectively and efficiently.
Compassionate approach and passion for patient advocacy.
Demonstrable examples of self-motivation, resourcefulness, inquisitiveness and remaining calm in stressful situations. The ideal candidate is self-reliant and apt at problem solving while dealing with ambiguous situations and can work effectively in a self-lead environment.
Post-Secondary education in a related field or a combination of education and experience.

Nice To Haves

Knowledge of Patient Support Programs would be considered an asset.

Responsibilities

Quality monitoring for all interactions between team members and patients across multiple channels (i.e., phone, emails, SMS, etc.). Providing quality reports, trends, and observations to Program Managers.
Participating in the design and implementation of patient interaction best practices, quality monitoring programs and standards, templates, and scorecards.
Assisting in determining the frequency of interaction monitoring based on team member performance and deliver quality coaching to elevate productivity standards.
Deliver insightful reports to Program Managers to facilitate understanding of quality and performance gaps.
Providing recommendations for developing and enhancing process documentation and implementation.
Using data to compile and track performance at the individual and team levels.
Lead calibration sessions with Program Managers and other stakeholders.
Working in close collaboration with other operational units to facilitate improvement opportunities, for system enhancement.
Assist in managing quality monitoring systems, call recordings database and other supporting tools.