Bilingual (ENG/FR) - Patient Appointment Facilitator
Job Description

Are you looking to make a difference in a patient’s life?  At Innomar Strategies, a company of AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference.  As an organization, we are united in our responsibility to create healthier futures.

POSITION SUMMARY:


With guidance and support from the Manager, Clinics & Scheduling, the Patient Appointment Facilitator is responsible for the scheduling of all Field Nurses appointments with patients and ensuring scheduling is done accurately. Additionally the Patient Appointment Facilitator is responsible for scheduling Field Nurses with guaranteed hours for the full amount of hours or as close to as possible to ensure effective use of time and resources. The Patient Appointment Facilitator reports to the Associate Manager, Scheduling. 


PRIMARY DUTIES AND RESPONSIBILITIES:


  • Creating and maintaining Field Nurse Appointment Schedules; ensuring optimal clinic and homecare efficiencies are achieved
  •  Ensuring that all communication received by all customers (i.e. program personnel, field nurses, patients) are handled within departmental KPIs This includes, but is not limited to: scheduling initial patient appointments, rescheduling of established series of appointments, and collaboration with nursing team on staffing challenges
  • Participation and collaboration in regular meetings or as required on an ad-hoc basis with nurse management/field nurses and/or Scheduling Team Lead and Associate Manager, Support and collaborate on new initiatives and embrace and execute on scheduling processes within the department, including but not limited to: database enhancements/changes, new/revised workflow/process flows
  • Identifying scheduling challenges and opportunities and follow department escalation process through to resolution/solution
  • Strategize and engage with key stakeholders (i.e. pharmacy, program, nursing) to proactively mitigate risk and achieve optimal patient experience
  • Identify defects in process and communicate in a timely and responsible manner (following the escalation process) to avoid delays in patient appointments
  • Participate and execute on roles and responsibilities outlined for the Master Availability Schedule
  • Providing training to fellow Scheduling Associates as requested by the Team Lead and/or Associate Manager of Scheduling
  •  Manage workload as assigned by Team Lead/Associate Manager, Scheduling which includes but is not limited to: consistently evaluate and re-prioritize daily flow, flexibility with phone cue coverage and exercise proactive team collaboration to ensure KPIs are achieved
  • The Patient Appointment Facilitator will also be assigned other duties and tasks as required from time to time. 

With guidance and support from the Manager, Clinics & Scheduling, the Patient Appointment Facilitator is responsible for the scheduling of all Field Nurses appointments with patients and ensuring scheduling is done accurately. Additionally the Patient Appointment Facilitator is responsible for scheduling Field Nurses with guaranteed hours for the full amount of hours or as close to as possible to ensure effective use of time and resources. The Patient Appointment Facilitator reports to the Associate Manager, Scheduling.


PRIMARY DUTIES AND RESPONSIBILITIES:



 
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:
 
2. Working knowledge of automated warehouse operating system
3. Strong business and financial acumen.
4. Critical thinking and ability to navigate complex scenarios
5. Ability to communicate effectively both orally and in writing
6. Effective interpersonal and leadership skills
7. Effective organizational skills; attention to detail
8. Ability to consistently meet deadlines
9. Excellent problem-solving skills; ability to resolve issues effectively and efficiently
10. Excellent presentation skills
11. Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs 

1. Advanced knowledge of pharmaceutical distribution industry




We offer competitive total rewards compensation. Our commitment to our associates includes offering benefit programs that are comprehensive, competitive and will meet the needs of our associates.
  • Competitive compensation packages
  • Comprehensive health and dental plans
  • Employer RRSP-matching
  • Online peer-to-peer recognition program
  • Corporate discounts with multiple establishments, including fitness centers
  • Health & Wellness program with onsite yoga and massage therapy

AmerisourceBergen is a publicly traded Fortune 10 global healthcare solutions company and is one of the world's largest pharmaceutical services companies. Powered by our associates around the world, we provide pharmaceutical products and business solutions that improve access to care.  We operate the backbone of the healthcare supply chain. We drive the future of local care delivery.  We guide medical innovations to market.  We create healthier futures.



Job Requirements

 

Company Overview

Innomar Strategies was founded in 2001 around the kitchen table of our current president, Guy Payette, and his partners. The company originally specialized in market access and reimbursement consulting, and gradually expanded its capabilities to include fully integrated patient support programming, nursing support, and specialty logistics. By the end of 2008, the company had grown to have over 450 associates.

In 2009, AmerisourceBergen acquired Innomar Strategies further establishing the company’s expertise in specialty pharmaceuticals. As part of AmerisourceBergen, Innomar Strategies is connected with a global leader in healthcare with over $135 billion of annualized revenue and 18,000 associates. AmerisourceBergen has an established history of delivering innovative programs and solutions across the pharmaceutical supply channel.

With over 1,200 associates and a nationwide footprint, Innomar Strategies is Canada’s leading service provider to specialty pharmaceutical and biotech manufacturers. Innomar is differentiated by their Integrated Service Model, which provides customized solutions to improve product access, increase supply chain efficiency, and enhance patient care. Manufacturers trust Innomar Strategies to deliver innovative brand solutions throughout the product lifecycle.