Scheduling Coordinator - INVIVA (12 Month Contract)

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Job Summary:
The Scheduling Coordinator role is responsible for scheduling infusion and Injection treatments for patients within INVIVA Coordination Team. The Immunology Scheduling
Coordinator’s work will be driven by the respective business goals and KPI expectations including all medical therapies scheduled as per SLA’s. Reporting to the Immunology Scheduling Supervisor, the Immunology Scheduling Coordinator will be responsible for liaising and processing of appointment details between healthcare professionals, internal departments and programs while maintaining confidentiality of patient information in accordance with the organizational philosophy, policies, and standards. Core Responsibilities will include appointment coordination across the various stakeholders while managing referrals and medical directives for patients; ensuring qualified personnel are available during the infusion treatments, confirming that the pharmaceutical and medical supplies are available and reporting of any Adverse Events (AE). The Scheduling Coordinator will provide excellent customer service to all clients internally and externally throughout patient life cycle.

Duties and Responsibilities:

• Conducting initial patient contact within 1 to 2 business days
• Responsible for ongoing patient education (via calls or emails)
• Schedule Patient current and next appointments within scheduling booking system based on Therapeutic area, Oncology/Neurology as needed.
• Liaise and engage with pharmacy for drug dispensing based on appointment dates
• Communicate confirmation of appointment booked with respective partners (ex. Programs, Pharmacy and Nurses)
• Send Appointment Confirmation details and relevant Clinic Infusion Guides to Patient
• Complete appointment reminders at least 3-4 days prior to appointment date
• Follow up with Pharmacy on missing medication on the Notification regarding Patient medication report
• Coordinate with Nurse Manager on relevant Nursing resources as required
• Ensure that patients are treated in accordance with prescribed medical directives and all documentation/ notes updated within our Scheduling application system
• Assigned to Queue extensions for handling any triaged calls (80% answered w/in 30 sec)
• Responding to email communication received from patients or business partners within stated KPIs
• Rescheduling patients based on patient requests or INVIVA related requests
• Assigned to on-call rotation and Extended shift (11-7) as required
• Act as Subject Matter Expert (SME) for INVIVA website support and scheduling exceptions from patients or partners
• Maintain confidentiality of patient and program information
• Scheduling and attendance adherence in hybrid work environment
• Maintaining data quality and information accuracy when processing service requests

Other Skills and Abilities for Scheduling Specialist:

• Assigned to phone queue support by agent extensions.
• Assigned to support Scheduling by Therapeutic area and Region.
• Responsible for maintaining accurate and up to date documentation on patient files.
• Provide Scheduling coverage as required based on vacation or absences.
• Cross Trained to assist rest of Scheduling Team Therapy areas as needed.
• Assist team to ensure a continuum of service provided by all infusion coordinators.
• Ensure an understanding of the divisions KPI and medical therapy SLA.
• Good interpersonal skills and teamwork.
• Superior organizational and communication skills
• Good troubleshooting skills & attention to detail
• Highly results-driven & demonstrated ability to establish priorities
• Ability to work independently and as a team member
• Strong commitment to continual learning with great flexibility
• Participate in continuous improvement activities
• Self-regulation time management and ability to multi-task and adhere to deadlines
• Fluency in written and spoken English/ French
• Represent McKesson Infusion Services as SME in specific meetings or workshops

Qualifications:

• Post-secondary diploma / degree in customer service or administration is a definite asset.
• Experience in coordinating client/patient services
• Minimum of 2 years customer service experience (public and/or private).
• Experience in managing high volume client enquiries.
• Demonstrated superior organization and communication skills.
• Computer literacy (MS Office, internet).
• Fluent in English spoken and written and Fluent in French is an asset.
• Clinic experience is an asset
• Medical terminology / administration is an asset

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$47,300 - $78,800

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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