Job Type: Full Time

Position Overview

Calian Patient Support Programs is looking for a Full-time/Permanent Bilingual Clinical Coordinator. The Bilingual Clinical Coordinator provides exceptional support to patients, prescribers, and pharmacies in a patient support program.

Summary of Position:

The Clinical Coordinator (CC) is an integral part of the Patient Support Program team, providing seamless service to patients that require medication administration support, and to their associated Health Care Providers. The CC is responsible for ensuring patient records are kept current by e-filing associated documentation, updating the electronic database records, and managing patient related activities by telephone, all conducted in accordance with training, standard operating procedures, and applicable regulatory requirements. The position requires substantial telephone interaction.

Responsibilities

• Triage and process incoming faxes. Review incoming faxes to verify potential Adverse Events (AEs) and product complaints.
• Report AE and product complaints.
• Register new patients into the database.
• Process patient reactivations into the database.
• Update patient information into the database.
• Send reports to physicians.
• Process orders for medical supplies and promotional materials.
• Verify invoices for accuracy and upload to external supplier for payment.
• Respond to questions concerning invoice submission and payments.
• Contact patients by telephone to facilitate booking of appointments with specialized clinics.
• Contact patients by telephone to remind patients of their appointments.
• Answer incoming calls from patients and healthcare providers. (HCPs)
• Prepare progress reports.
• Assist Supervisor, Clinical Coordinator Services and Program Manager in creating program materials and presentations as required.
• Create, review and revise SOPs relevant to the CC function.
• Identify and implement (with Manager approval) Process Improvement initiatives which will result in increased efficiency and maximum productivity.
• Fulfil other duties as required.

Qualifications

English and French bilingualism (oral and written) if required by the program.

• High School, College or University. Equivalent work experience would be considered.
• 2 years of call center experience or can demonstrate telephone and customer service skills.

Additional Requirements

Call center experience is an asset.

• Demonstrates attention to detail.
• Superior time management and organizational skills.
• Respond to the customers (patients, healthcare professionals) needs by answering questions based on training documents, referring to the relevant resource and finding information.
• Strong interpersonal and customer service skills to promote effective working relationships with others.
• Flexibility; Adapts schedule in times of heavy workload, with the ability to multitask.
• Ability to prioritize multiple assignments independently.
• Ability to maintain composure and function effectively under pressure.
• Self-motivated and proactive.
• Team-player with the initiative to learn.
• Proficiency using common computerized information systems, including Microsoft Office.
• Ability to quickly adapt to different software.
• Able to work quickly and efficiently on the project relevant computer programs, thus properly interpreting the information exchanged with customers.

Compensation:

• $50,000 – $55,000 per year.

Working hours:

• Monday to Friday between 9AM to 5PM EST or 9:30AM-5:30PM EST

Vacancy

There is one (1) position available

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