Patient Appointment Facilitator in Quebec City at Innomar Strategies

Date Posted: 2/2/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Quebec City
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    2/2/2021

Job Description


POSITION SUMMARY:

 

Reporting to the Associate Manager, Patient Appointment Coordination, the Patient Appointment Facilitator is responsible for the coordination of all patient appointments and ensuring that the coordination is done accurately. Additionally, the Patient Appointment Facilitator is responsible for scheduling Field Nurses within their Integrated Business Unit. Key activities include but are not limited to: Receiving inbound calls and placing outbound calls to patients and other healthcare professionals, working internally with other key stakeholders (eg. Patient Support Program, nursing, scheduling personnel, etc) and utilization/navigation of databases.


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 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 achieved

  • 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

Job Requirements

 
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 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 and adaptability and adoptability of new work flows to support departmental/organizational initiatives
  •  Bilingualism, French/English (Asset)

 MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

1. Critical thinking and ability to navigate complex scenarios

2. Experienced and strong comfort level with receiving inbound and placing outbound calls

3. Ability to communicate effectively both orally and in writing

4. Effective interpersonal skills

5. Effective organizational skills with a strong level of attention to detail

6. Ability to meet deadlines

7. Excellent problem-solving skills; ability to resolve issues effectively and efficiently

8. Knowledge of Microsoft Outlook