Patient Support Coordinator in British Columbia at Innomar Strategies

Date Posted: 5/3/2021

Job Snapshot

Job Description

Reporting to the Associate Program Manager, Specialty Services, the Patient Support Coordinator is responsible for coordinating support activities for patients, healthcare professionals and other stakeholders of the programs. Some responsibilities may include speaking directly with patients and healthcare professionals, drafting communications, coordinating program services and drug order processing. The Patient Support Coordinator may provide services across multiple programs.



  • Conduct outbound calls to coordinate program-related services including vaccinations, drug orders and drug deliveries.
  • Respond to inbound calls from patients and healthcare providers to provide general information regarding the program and the services offered, or direct the caller to the appropriate Program associate in the event that they are unable to address the caller question(s).
  • Accurately document all communications and upload all source documents into the program database.
  • Coordinate deliveries with ISP and local pharmacies.
  • Actively manage a patient caseload.
  • Adhere to program-specific case management protocols, including data collection and adverse event reporting.
  • Provide ongoing support to patients by assisting with coordination of clinic visits, drug orders and other support services that may be offered by the program.
  • Assist with a variety of scheduled and unscheduled projects that may occur within the department at any given time.
  • Comply with all appropriate policies, procedures, safety rules and regulations.
  • Participate in and attend on-going regular and specialized training courses for specific products or programs as deemed appropriate by the manager to support the business needs. 
  • Provide constructive feedback regarding current protocols, database(s), processes, and inter-departmental relationships with the objective of identifying areas of potential process efficiencies/improvements.
  • Assist in the training process of new team members including, but not limited to, shadowing and call monitoring.
  • Other duties and tasks as required and assigned by the manager.

Job Requirements

  • Post-secondary education in a related field;
  • A minimum of one (1) year experience in customer service;
  • Experience in the medical and pharmaceutical field is an asset; 
  • Knowledge of pharmaceutical distribution industry is an asset.