Patient Service Coordinator

What You'll Be Working On (Duties include but are not limited to):

• You will participate in building strong relationships with the network of Care Access employees and Principle Investigators
• You will work closely with colleagues from other functions, including Clinical Operations and Site Staff to coordinate patient scheduling and appointments
• Serve as the primary point of contact for patients. Provide clear and timely communication regarding study procedures, visit schedules, and patient expectations
• You will be responsible for building a positive image of the site among patients, including building relationships with patients
• You will manage operational systems for registration of appointments and patient care
• Coordinate and schedule patient visits and follow-ups, communicating effectively with internal teams to ensure smooth scheduling and rescheduling as needed.
• Provide patients with accurate information about the clinical trial process, study requirements, and any necessary follow-up instructions
• Address patient inquiries and concerns with empathy and professionalism.
• Address and resolve patient issues promptly as well as escalate complex cases to appropriate clinical management staff
• You will participate in required trainings both internal and external
• You will prepare required documents/devices in accordance with the patient visit schedule and clinical trial protocols
• Other administrative tasks as necessary

Scope of Role:

• Autonomy of Role: ​Work is performed under general supervision​
• Direct Reports: ​No​

Physical and Travel Requirements:

• This is an on-site position with regional commute requirements. Overnight travel will be minimal (<10%).

What You Bring (Knowledge, Skills, and Abilities):

• Ability to communicate and work effectively with a diverse team of professionals 
• Strong organizational skills: Able to prioritize, delegate, direct, support, assign and evaluate others work and follow through on assignments 
• Communication Skills: Strong verbal and written communication skills as evidenced by positive interactions with coworkers, management, patients, and vendors 
• Team Collaboration Skills: Work effectively and collaboratively with other team members to accomplish mutual goals. Bring positive and supportive attitude to achieving these goals 
• Strong computer skills with demonstrated abilities using clinical trials database, MS word and excel 
• Ability to balance tasks with competing priorities 
• Critical thinker and problem solver 
• Curiosity and passion to learn, innovate, able to take thoughtful risks and get things done 
• Friendly, outgoing personality with the ability to maintain a positive attitude under pressure 
• High level of self-motivation, energy and possess a high degree of urgency.  
• Ability to work independently in a fast-paced environment with minimal supervision 
• Ability to adapt to changes in responsibilities and workloads.  
• Must have a patient service mentality 

Certifications/Licenses, Education, and Experience:

• Bachelor’s Degree required or equivalent experience
• 2+ years of experience in patient services, clinical coordination, or a healthcare-related role.
• Experience in clinical trials or research setting is preferred.
• Understanding and adherence to the highest standard for compliance with Canadian privacy regulations and expectations, including PIPEDA. A working knowledge of Provincial level Privacy regulations is considered an asset.
• Knowledge of Microsoft tools (Excel, Word, PowerPoint, Outlook, ...)
• Knowledge of basic software applications, including CTMS software, and managing complex databases across multiple platforms.

Benefits:

• 6 weeks paid vacation annually
• Access to group health benefits plan for self and dependents
• Voluntary group RRSP retirement plan with matched contributions
• Health & Wellness Allowance