Patient Support Coordinator - Bilingual English/French
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.


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.

  

PRIMARY DUTIES AND RESPONSIBILITIES:

  • 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.


  • 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.


MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:


  • Bilingual (French/ English)
  • Strong written and oral communication skills
  • Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs
  • Professional / courteous / efficient telephone manner
  • Ability to multitask, adapt to change, and learn new skills in a fast-paced environment
  • Attention to detail and proven accuracy when processing large amounts of data
  • Effective organizational skills
  • Ability to consistently meet deadlines
  • Strong ability to understand and manipulate numbers
  • Effective interpersonal and leadership skills
  • Excellent problem-solving skills; ability to resolve issues effectively and efficiently
  • Good business and financial acumen

We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.


•Comprehensive health and dental plans
•Flexible & remote working options
•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

Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.

Innomar Strategies, a part of AmerisourceBergen, is Canada’s leading patient support provider for specialty pharmaceuticals. Through our Integrated Service Model, we deliver customized solutions to improve product access, increase supply chain efficiency, and enhance patient care. Innomar is the trusted expert in specialty pharmaceuticals with an unwavering commitment to patients.




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.