Customer Support Coordinator providing multichannel support for Trupanion partners including clinics and breeders. Role involves real - time assistance and strong customer relations skills.
SS
Bilingual Nurse Case Manager – British Columbia
Posted last week
About the role
- Bilingual Nurse Case Manager overseeing patient support programs in British Columbia. Responsible for ensuring patients feel cared for and understood through tailored interactions and support.
Responsibilities
- Reporting to the Program Manager, Bilingual Nurse Case Manager is responsible for managing all aspects of the patient support program, working with patients/caregivers and assigned physicians.
- This role represents the core of the patient support program vision.
- Through an authentic one-to-one relationship (conversations and interactions), the candidate will earn and build trust with patients by providing the individual attention they need to feel cared for and understood in a tailored way.
- Facilitates exceptional customer service by assisting with access to therapy, supporting the following activities, including but not limited to: coordinating patient treatment schedules, responding to any inbound inquiries, conducting periodic outbound interactions, and facilitating the awareness and coordination of wrap-around service offerings.
Requirements
- RN or RPN, Current Registration with the provincial College of Nurses in British Columbia
- Minimum 3 years’ nursing experience in a clinical setting, with experience in the healthcare, pharmaceutical or insurance industry is an asset
- Bilingual in English and French is required
- Experience in neurology is an asset
- Strong customer service orientation
- Highly organized with attention to detail and critical thinking skills, attention to detail and think critically.
- Strong business acumen and professional phone etiquette
- Capable of handling sensitive issues with discretion
- Must be able to work from home and have a quiet, private home office space
- Passionate about patient advocacy
- Adaptable and able to efficiently manage multiple tasks
- Excellent problem-solving abilities with a focus on resolving issues quickly and effectively
- Exceptional verbal and written communication skills
- Consistently meets deadlines and holds oneself accountable for results
- Comfortable working with various technologies, including CRM systems and smartphones
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
- High emotional intelligence and empathy; the ability to connect with people
- Ability to identify and gather cues through motivational interviewing techniques and to anticipate patients’ needs.
- Ability to ease patients’ anxiety, provide motivation and reassurance to help a patient overcome challenges
- Ability to engage and empower patients through conversations that feel genuine and friendly.
- Ability to create and maintain trust in working relationships
- Ability to be an effective communicator through varied communication channels
- Ability to face challenges and drive for results
- Ability to empower patients in their journeys yet abstaining from providing medical advice.
Benefits
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- Employee & Family Assistance Program
- RRSP Matching Program
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