Patient Appointment Facilitator

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 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/English is an asset

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

What AmerisourceBergen offers

We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.

Schedule

Part time

Affiliated Companies:

Affiliated Companies: Innomar Strategies

Equal Employment Opportunity

AmerisourceBergen 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.

COVID-19 Vaccine Policy

As of October 18, 2021, AmerisourceBergen requires all Canadian team members to be fully vaccinated and show proof of completed vaccine status at time of hire. If you cannot receive the COVID-19 vaccine due to a qualifying medical condition or sincerely held religious belief you will be required to follow AmerisourceBergen’s policy and process to apply for an exemption/accommodation.

Accessibility Policy

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