About the role

Patient Service Coordinator at a healthcare call center ensuring enrollment in programs and addressing patient inquiries empathetically. Role involves handling communications and maintaining data confidentiality.

Responsibilities

Serve as a key liaison between patients and healthcare providers, ensuring seamless coordination of care
Handle inbound and outbound calls and email inquiries with empathy, efficiency, and strong attention to detail
Escalate matters to physicians, nurses, or program coordinators as needed—demonstrating judgment in determining when escalation is required
Respond thoughtfully to patient concerns, assisting with everything from scheduling to program-related questions, while taking ownership of inquiries through to resolution
Enter accurate patient data and uphold the highest standards of confidentiality and professionalism
Track and report adverse events (AE) and product quality complaints (PQC) for the Quality Service Team
Confirm and review appointments, locations, and schedules with clarity and care
Support your team with document filing, report submissions, and general administrative needs
Operate effectively in a fast-paced, ever-evolving environment, proactively identifying priorities and maintaining consistent, high-quality output

High school diploma or a minimum of three years of relevant employment experience
Strong computer skills (Outlook, Word, Excel); experience in patient management systems is a plus
Customer service experience, preferably in healthcare; familiarity with medical terminology is an asset, including:
Experience as a Pharmacy Assistant or Registered Pharmacy Technician
Experience working within Patient Support Programs (PSP)
Exposure to specialty pharmacy, infusion clinics, or healthcare program coordination environments
Familiarity with medication processes, reimbursement workflows, and patient onboarding
Bilingualism (English/French) is required
Demonstrated ability to think critically, assess situations, and make informed decisions in a fast-paced environment
Strong sense of accountability and ownership, with the ability to follow through on tasks and patient inquiries to completion
Ability to take initiative, manage competing priorities, and work both independently and collaboratively
Ability to stay calm and collected under pressure, while juggling multiple priorities
Excellent verbal and written communication skills and active listening abilities
Proven commitment to diversity, inclusion, and cultural competence when working with patients
A creative, independent spirit who also thrives in a collaborative, team-based environment
Dedication to patient-first service and a desire to make a meaningful impact every day

Epic Work-Life Balance: Our shifts are limited to days and evenings and closed on holidays.
Growth Opportunities: Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
Vibrant Culture: Our vibrant culture thrives on community engagement, fueled by employee feedback through OfficeVibe. From local activities to national initiatives, our passionate team extends its commitment to creating positive change beyond patient care.
Attractive Compensation: Robust and Comprehensive compensation and benefits, available from day 1!